A Complete Collection of Necessary Knowledge in Catering Service

15. What should I do if my guest's clothes (objects) are soiled due to improper operation during the service?

a) apologize to the guest sincerely first, and wipe it off with a clean towel (if it is a lady, ask the waitress to wipe it off). Pay more attention to this guest in the service and provide satisfactory service to make up for the mistake.

b) Ask the guest for advice, help the guest clean, dry-clean the guest and return it to the address, and apologize again to thank the guest for his forgiveness.

c) the waiter should pay attention to it, and never argue irrationally and pass the buck. It should be reported to the foreman and supervisor in time, and if necessary, the leader can apologize to show respect for the guests.

16. The food ordered by the guest has been sold out. What should I do?

a) apologize to the guests first, and patiently explain that this flavor dish was purchased and processed on the same day according to the characteristics of raw materials, and sold out on the same day.

b) Then recommend similar dishes to the guests, and welcome them to come and taste them another day. (Note: the recommended dishes must be available. If the dishes ordered by the guests appear one after another, the supervisor and head waiter will come forward and take measures to apologize.

17. What should the guests do if they are dissatisfied with the quality of the dishes?

a) Re-processing: If the quality problems of the dishes raised by the guests can be solved by re-processing, such as weak taste and insufficient maturity, the waiter should say to the guests, "Please wait a moment and let the chef process them for you again."

b) Changing dishes: If the guests have doubts about the deterioration of raw materials or serious mistakes in cooking, the waiter should report to the supervisor, who will come forward to express his concern and apologize, and maintain the image of the restaurant. The supervisor should say to the guest, "I'm very sorry, this is a mistake of ours, and it won't happen in the future. I'll ask the kitchen to change the dishes for you immediately, which will definitely satisfy you." And instructed the waiter to add dishes to the guests in order to express sincere condolences.

c) price discount: if a guest raises a question about the quality of the dishes when checking out, and the situation is true, and the guest is a customer, he should generally give a discount on the price of vegetables, with a 11% discount or a 5% discount as appropriate.

18. what should a guest do when he thinks his order is not like this?

а) Listen carefully to the guests' opinions and make clear what kind of food they want;

b) If the waiter misunderstood or didn't hear clearly when ordering, he should immediately make a new dish for the guest that he is satisfied with and apologize to the guest;

c) if it is caused by the guest's unclear explanation or misunderstanding of the dish, the waiter should patiently explain to the guest that the dish is caused by misunderstanding, and the waiter should patiently explain to the guest the cooking method, the origin of the dish name, the raw materials, ingredients, cooking process and taste characteristics of the food.

19. When the guest checks out, he thinks the price is unreasonable. What should he do?

a) You should patiently check the accounts for the guests and explain each charge on the list to them;

b) If you come back, you can ask your boss to give you an appropriate discount;

c) after the guest has checked out, the guest is politely thanked.

21. What should I do if I know that some guests are religious before the banquet begins?

а) immediately ask the person in charge of the banquet organizer whether to prepare some special dishes to avoid offending the taboos of the guests;

ь) Make arrangements for the guests as soon as possible after obtaining the consent.

21. during the banquet, the guests ask for more dishes. what should I do?

а) At this time, do a good job as the guest's staff, and introduce some dishes with short cooking time to the guests according to their requirements;

ь) contact the kitchen immediately with the guest's consent, and the cost of dishes must be added.

22. what should I do if two tables of guests need service at the same time?

1) The service should be warm, quick and thoughtful, busy but not chaotic, and comprehensive;

2) One greeting, two signals and three services should be achieved;

3) Give a warm and pleasant smile to the waiting guests, and say "I'll be right there" and "Please wait a moment.

23. what should I do if there are foreigners looking for guests who are eating in the restaurant?

a) ask the name and company of the visitor first, and then ask him to wait a moment;

b) Go to the dining room and ask the dining guests if they have received you. If you want to meet someone, guide them to the dining room.

c) If not, please inform the visitor diplomatically that the guest you are looking for has not dined in the hotel, and ask him to look elsewhere.

24. what should I do when there is an argument or even a fight between guests?

1) Take the initiative to go forward to persuade, stabilize the mood of both parties, and if possible, with the consent of the guests, transfer one of them to another table far away.

2) when fighting, notify the security department and relevant personnel to cooperate to stop it, and notify the local public security organ to handle it if necessary.

3) Keep calm, try to stabilize the mood of other guests and continue to eat and entertain.

4) count the damaged items and check whether anyone is injured, so as to claim for compensation.

25. What if a guest accidentally breaks the tableware while eating?

1) Clean up the broken garbage quickly (report to the boss).

2) besides seeing if the guest has any bumps, take measures quickly.

3) After the guests have finished eating, they politely intercede with the guests and collect compensation.

26. what should I do when the guests have arrived at the restaurant before the dinner time (business hours)?

Tourist source is the foundation of restaurant service and management, and it is the purpose of the restaurant to feel at home. Often, guests have arrived before dinner, so they should be received well and should not be turned away.

1) when you leave the meal for a long time, you should take the initiative to explain politely to the guests and ask for their opinions. If the guests are willing to wait here, they should send tea and tea cards.

2) You can introduce the supply situation of this restaurant appropriately, such as the famous dishes, seasonal dishes and special publicity of this restaurant.

27. what should I do if I meet a difficult guest?

A waiter in a restaurant is a job of dealing with guests face to face. The guests we meet are more complicated, often because of their different moods and personalities, which brings certain difficulties to the service work.

1) Understand the reasons for the difficulty in observation.

2) treat each other with courtesy. (Smile)

3) Treat guests modestly and be strict with yourself.

4) Change the waiter according to the situation (proposed by the waiter)

5) Notify the relevant departments to deal with individual troublemakers. ;