Hotel food service case study The basic requirements for the analysis of food service cases are: First, the case is selected from the hotel service process common, unexpected and difficult cases, representative; Second, the analysis of the case and the handling of difficult issues, through the hotel practice has proved to be effective, practical; Third, the case of the analysis of the problem in the process of dealing with the better embodied in the unity of the principle of flexibility, has the skill. Skillful. First, the booking of case study Case: Ms. Liu is a four-star hotel in Beijing, Cantonese restaurant booking clerk, Monday, she received a travel agency's phone booking, requesting arrangements for 120 American guests dinner, per person meal standard 40 yuan, 5 yuan of alcohol; 5 of them to eat vegetarian. The time was set for 6 p.m. Friday night, and the bill was to be paid by the tour guide signing the bill (certain restaurants have contracts with some travel agencies to receive catering statements from the travel agency and settle the bill periodically). Ms. Liu will book the name of the person, contact phone number, the number of guests, tour code, the name of the tour guide, the guests' special requirements, etc. recorded in the booking book. The tour group did not arrive at 6:00 p.m. on Friday night. Previously, Ms. Liu had contacted the travel agency to confirm, but there is no sign of changing the booking, so Ms. Liu has declined all other bookings. 6:30 pm, the group is still no sign. Coincidentally, this day the restaurant's attendance is very high, looking at the table table of cold food, everyone is anxious. Restaurant manager hastily made a decision, on the one hand, let Ms. Liu continue to contact with the travel agency, on the one hand, allows has been door to door no booking of casual guests to use part of the group booked tables. And contact with other restaurants, ready in case the tour group came to use other withdrawal tables. After contacting the travel agency duty officer said, the booking did not change, may be due to traffic congestion problems caused by the team can not reach the hotel on time. 7:30, the tour group only wind up to the hotel. The tour guide told the restaurant that 30 people could not come to dine because of other reasons. There were still 90 people dining, including 3 vegetarians. The manager hurriedly asked the waiter to make arrangements and replied to the tour guide that it was required to deduct the cost of the booking overrun and meal preparation costs for these 30 people at the rate of 50% of the cost of the meal. Due to the late arrival of the group, some of the reserved tables did not move, the withdrawal rate of casual guests in the restaurant is faster, coupled with the tour group came less 30 people, so 90 American guests arrived immediately after the arrangement. Looking at these hungry and thirsty travelers, everyone finally breathed a sigh of relief. Question：Please analyze from the case what the restaurant should pay attention to when accepting group reservations. Second, the meal before the preparation of the case study l meal before the preparation of the content of a, the environment layout two, the table The environment of the layout and the restaurant table, in fact, is also the specific embodiment of the restaurant dining culture. The material conditions of the hotel, the atmosphere, health, safety, restaurant environment, temperature, music background, table layout, waiter's temperament, dress, courtesy, skills and other factors, constituting the atmosphere of this culture, showing the importance of the meal preparation program. Therefore, the process of meal preparation, but also a perfect dining culture and reflect the civilized degree of the process of the hotel. l meal preparation case study Case: an interpreter led four German guests into a three-star hotel in Xi'an Chinese restaurant. After being seated, the waiter began to let them order. The guests asked for some dishes, but also beer, mineral water and other drinks. Suddenly, a guest made a surprised sound. It turned out that his beer glass had a crack, and the beer flowed down the crack onto the table. The interpreter hurriedly asked the waiter to come and replace the glass. Another customer pointed his finger at the small plate in front of him and showed the waiter that there was a gap in the plate. The interpreter hurriedly checked the tableware on the table, and found that the bowls, plates, porcelain spoons, beer mugs and other things have varying degrees of damage, there are cracks, chips and flaws. The interpreter stood up and called the waiter aside, saying: "Why are all the tableware here defective? This will affect the mood of foreign guests!" "This batch of tableware should have been replaced a long time ago, but we've been too busy to do so recently. You see other tableware also have problems." The waiter explained with a red face. "This is not a reason! Can't you even find a few sets of decent cutlery in such a big hotel?" The interpreter got a little angry. "Don't worry, I'll get you some new cutlery right away." The waiter hurriedly changed his words. The interpreter talked to the foreign guest and then said to the waiter: "Please you'd better give us another place, my guest is not satisfied with the environment here." After discussing with the restaurant manager, the guests were finally arranged to dine in a small banquet hall, and the tableware was also of good quality, with knives and forks according to the guests' requirements. Looking at the table fine tableware, drinking delicious beer, the guests finally revealed a smile. Question: What should be emphasized in the meal preparation? Third, welcome and lead case study l welcome and lead case study Case: Margaret is a hotel cafe in Atlanta, the usher. The café has been busy lately. During lunch on this day, Marguerite had just returned from seating a few guests when a gentleman walked in. "Good noon, sir. May I ask your name?" Marguerite asked with a smile. "How do you do, ma'am. You don't need to know my name, I'm staying at your hotel." The gentleman replied carelessly. "You are welcome to patronize this place. I wonder if you would like to sit in the smoking or non-smoking section?" Marguerite asked politely. "I don't smoke. I wonder what you have here for starters and large potted dishes?" The gentleman asked. "We have some salads, meat plates, and smoked fish for starters, and pork chops, beef steaks, chicken, duck, and seafood for the large pans. You can sit down and look at the menu if you're interested. Are you ready to be seated now? If you are ready, please follow me to find a table." Marguerite said. The gentleman, looking at Marguerite's silhouette and neat, beautiful dress, readily agreed and followed her to the table. "No, no, I don't want to sit here. I want to sit in the window seat so I can enjoy the street view." The gentleman said to Marguerite, pointing to the window seat. "Please take a seat here first. I'll invite you over when there's an empty seat at the window, okay?" Marguerite was asking for his opinion. With the gentleman's permission, Marguerite then asked him if he would like some hors d'oeuvres. The gentleman nodded in agreement. Marguerite gave a few words to one of the waiters and left the premises. When Marguerite reappeared to tell the gentleman that there was room at the window, the gentleman was chatting animatedly with a young lady at the same table and signaled that he would not change seats and would hurry up with his order. Marguerite smiled and walked away. Question: Please analyze what the usher service should specifically do in this case, i.e., the process of usher service. l welcome and usher program analysis welcome and usher program by the initiative to contact the guests, guests into the seat of the two parts. The two complement each other, echo each other. This service requires a sense of professional ethics as the basis for its operation. This professional thinking is reflected in the specific norms of the program is polite service, friendly service, value-added services. First, polite service Welcome and lead in the polite service, manifested in the language and behavior of the service, and polite service is based on a sense of professional ethics. There is no good sense of professional ethics, there is no reflection of the development of modern civilization and cultural quality and cultivation, in the service can not do polite service. Second, friendly service Friendly service should also be reflected in the whole process of lead service. Third, value-added services in the welcome and lead service, often encounter guests in more than business hours, full or not booked when the situation. At this time, the service program is generally not mandatory provisions of the usher to do their duty again, in this case the need to take the form of service is the value of service. In summary, welcome and usher service procedures need continuous improvement and innovation, specific strategies should include: 1. Strengthen the program itself to improve the content of polite service, friendly service and value-added services into the provisions. 2. Strengthen the cultivation of service consciousness. 3. Strengthening service informationization. 4. Improve the knowledge structure of ushers. Fourth, order wine and order food case study l order wine and order food introduction order wine and order food is the initial stage of the guests to buy star-rated hotel food and beverage products, it is related to the success or failure of the whole service process. If the wine or food ordering service is not thoughtful, guests are likely to brush off, and may even be dissatisfied with the restaurant's entire service. Therefore, the waiter needs to master the wine, ordering the basic procedures, basic requirements and service methods. First, the basic procedures of wine and food ordering from the form of the basic procedures are relatively simple, including: delivery of tea, hand towels, waiting for food (wine) → delivery of menus (wine list) → food and wine → record the name of the dish and wine. However, to combine these procedures organically to achieve the effect of guest satisfaction, but it is not a simple matter. Guests of wine and food preferences, different dietary habits, different methods, different degrees of familiarity with the products supplied by the restaurant, the flavor of the product and the price of the product requirements are different, these need to pay attention to the process of ordering wine and food, and be properly resolved. Second, the basic requirements from the requirements of the guests and the characteristics of the hotel catering services, wine and food ordering services need to pay attention to the following points: 1. timing and rhythm. 2. 2. Guest's expression and psychology. 3. Cleanliness and hygiene. 4. Conscientiousness and patience. 5. Language and expression. 6. Knowledge and skills. Third, the service method in the guest order, service personnel in addition to the basic procedures and basic requirements for the guest service, should also have the flexibility to deal with special problems. This ability is the embodiment of quality and cultivation, experience, skills and techniques to reflect the crystallization of inspiration and wisdom. Generally speaking, we can order food (wine) service methods are summarized as follows: 1. program order method. 2. Recommended a la carte method. 3. Promotion of a la carte method. 4. Psychological ordering method. l ordering and ordering wine case study Case: Mr. Xu took customers to a star hotel restaurant in Beijing to eat roast duck. The Peking duck here is very famous, guests filled the restaurant. Because there is no reservation, Mr. Xu and his party to the table. After being seated, Mr. Xu immediately ordered. He ordered 3 roast ducks for 8 people, a dozen dishes, including a "steamed fish" due to busy, Miss forgot to ask the guests how big the fish, notify the chef to process. Soon, a dish on the table one after another. Guests drinking wine, savoring the delicious dishes and roast duck, quite comfortable. At the end of the meal, there were still a lot of dishes on the table, but everyone was already full. Suddenly, the table of small Kang remembered that there is a "steamed fish" not on the table, then busy waiter quickly on. The fish was served, everyone was surprised. What a big fish! Enough 3 pounds, this how to eat it? "Miss, who asked you to make such a big fish? We can't eat it at all. Mr. Xu pushed his glasses with his hand and said. "But you didn't say how big you wanted it to be." The lady asked. "You should have asked how big the fish was when you ordered it, and you should have let us take a look at it before you processed it. This fish is too big, we don't want it, please return it. Mr. Xu didn't budge. "Sir, I'm really sorry. If you don't want this fish, the restaurant will deduct my money, please bear with me." The service lady's tone softened. "We can't pay for this dish, if you can't, go find your manager." Xiao Kang interjected. In the end, the lady had no choice but to remove the fish and report to the foreman to cross off the fish payment. Question: Please analyze the precautions taken by the service staff in ordering food. V. Feeding and dining service case study l feeding and dining service introduction I. Introduction to the program Feeding and dining service is the continuation of the food and wine service, but also the longest catering service, the most complex service process. Second, the basic requirements of serving and meal service is the waiter contact guests the longest service stage, with a time limit, complexity, standardization and flexibility and other characteristics, which requires the waiter in the service should be standardized and standardized, and correctly deal with each service link. Because the waiter's an action, an expression, a sentence, will bring to the whole service process, the relationship between the overall effect of the service. Feeding and meal service in star-rated hotels between the various restaurants in different forms, but the basic requirements of the program is the same. Zero-point restaurant service facing the environment is relatively messy, banquet service serving time, specifications and sequence of relatively more stringent requirements, bar service should know more about some of the knowledge of alcohol. These services are required standards and norms, the level of service should also be improved, so as to truly reflect the star hotel formal, luxurious and friendly service style. l serving and dining service case study Case: one night, Beijing, a five-star hotel in the restaurant is receiving foreign guests tour groups and conference groups. Mr. Sun is a company responsible for receiving special foreign guests conference group of interpreters, he arranged the foreign guests and colleagues to the side of the work of the restaurant to eat. On this day, the foreign guest team ordered the "Beijing duck" meal feast, interpreters, tour guides and drivers to enjoy the same dining standards as foreign guests. After Mr. Sun was seated, the waiter served tea and cold dishes, but he waited a long time for the other dishes to be served. He could not help but go to ask the waiter, the waiter told him, today is too busy, please wait a little longer, immediately on the food. Mr. Sun again waited for half a day, still do not see the food, at this time the other tables of the food has been served almost. Mr. Sun and his colleagues went to ask twice, but it is their table does not give food, Mr. Sun gambling no longer urge. Foreign guests finished the meal, Mr. Sun directly with them on the car. At this time, the waiter chased to the car door to ask Mr. Sun to sign the bill. Mr. Sun said in a bad mood: "I simply did not eat on the meal, what check?" "Sir, I'm really sorry. Today is indeed too busy, to your table to neglect. Otherwise, I'll give you a package of vegetables and duck to take away. But please pay the bill first." The waiter said anxiously. "Although we are also service personnel, but to your hotel should be a guest, treatment is also equal. You give foreign guests and other tables are on the food, but not to us on the food, urged a few times still can not, so that we have not eaten now. If you want to pay the bill, you should look for 'foreigners'." Mr. Sun said he was about to get into his car. Mr. Sun said he was about to get into the car. Other people were busy trying to persuade Mr. Sun, and some of the foreign guests on the bus asked about this. In the end, Mr. Sun went back to the restaurant with the waiter to settle the bill. He refused the "dinner" that the restaurant had packed for him and said to the waiter, "Please remember this lesson and don't neglect every second customer in the future." Question: From this case can be learned in the management of the restaurant, the service staff in the food service what are the shortcomings. Six, checkout case study l checkout Introduction Checkout in the restaurant service belongs to the end of the work, it means the end of the whole restaurant service. According to high standards, in this stage of service still can not slacken, and should continue to strive for excellence, according to the requirements of the program to do a good job. 1. Pay attention to the checkout time. 2. Pay attention to the object of the checkout. 3. Pay attention to the service attitude. 4. Familiarize yourself with the checkout procedures. 5. After the checkout should still meet the requirements of the guests, and continue to serve them warmly. l checkout case study Case: a late fall evening, three guests in a southern city, a hotel restaurant dining. They have been sitting here for more than two hours, but still no intention to go. The waitress was very anxious, and stood beside them several times, wanting to urge them to pay the bill quickly, but has not been able to say. Finally, she couldn't help but say to the guests: "Sir, can you pay the bill quickly, if you want to continue chatting please go to the bar or cafe." "What! You want to drive us away, we do not want to pay the bill now." One of the customers was very angry with her and said he didn't want to leave. Another customer looked at his watch and urged his companion to pay the bill immediately. The angry customer asked the waiter to bring the bill. After looking at the bill, he pointed out that there was a dish that had not been ordered but had been included in the bill, and asked the waiter to correct it. The waiter replied that the bill was definitely correct and that the dish had already been served. Several customers argued that they had not asked for this dish. The waitress remembered carefully and thought she might have made a mistake, so she went to the cashier to correct the bill. When she handed the corrected bill to the customer, the customer said to her: "I can pay for the meal, but the attitude of your service is unacceptable to us. Please call the restaurant manager immediately." The waitress felt very aggrieved at the customer's words. In fact, she did not have any fault in the process of ordering and eating, but just wanted to urge the customer to pay the bill earlier. "Sir, I have any fault in the service, I apologize to you, or do not find our manager." The waiter said in a pleading tone. "No, we are looking for your manager. The Khans did not compromise. The waiter saw that the matter is irreparable, so he had to bring the manager of the restaurant. The guests told the restaurant that they were angry with the waiter for rushing them to pay the bill. In addition, the waiter had over-calculated the bill, which showed that the waiter's attitude was problematic. "These are really mistakes in our work, I apologize to everyone. You are welcome to settle the bill whenever you like, and you are welcome to continue to rest here afterward." The manager said while asking the waiter to quickly pour tea for the guests. After the manager and the waiter apologized again and again, the guests finally said nothing more, and they paid the bill and left with a lingering anger. Question: the waiter in this case in the checkout of this link to make what mistakes? Seven, send guests and turn the table l send guests and turn the table Introduction A, send guests send guests is a specific embodiment of polite service, said the catering sector of the guests' respect, care, welcome and love, in the star-rated restaurant catering service is an indispensable project. In the process of sending guests, service personnel should be polite, patient, meticulous, thorough, so that guests are satisfied. The main points are: 1. Guests do not want to leave when you can never urge, do not make the wrong move to urge guests to leave. 2. Before the guests leave, such as willing to take the remaining food packages, should be active for the service, never treat them lightly, do not give the guests to leave regrets. 3. When guests get up to leave after checking out, you should take the initiative to pull out the seat for them and politely ask whether they are satisfied. 4. To help the guests to wear clothes, carry things, remind them not to forget things. 5. Politely thank the guests and welcome them to come back. 6. To watch the guests leave with a smile, or personally escort the guests to the door of the restaurant 7. ushers should politely send off the guests, and welcome them to come back. 8. In case of special weather, in the restaurant outside the hotel should be arranged for guests to leave the restaurant. Such as personally send guests to the hotel door, when it rains for the guests did not bring rain gear umbrellas, help the old and young, help guests call a cab, etc., until the guests left safely. 9. The send-off of the big food and beverage activities should be grand, warm, waiters should be dressed in standardized, cheering line, so that guests really feel the sincerity of the service and warmth. Second, turn over the table is in the guests left the restaurant, waiters clean up tableware, organize the table, and re-set the process. Turntable is often in the process of other guests are still eating, or not find a table in the guests are waiting for, so, turntable civilization and efficiency is an important standard of the procedure. It can be said that a restaurant turnover rate of high and low turnover speed, can reflect the level of its business and reception capacity of the advantages and disadvantages. Turnover service should pay attention to the main points are 1. Turnover should pay attention to timely, orderly, should be in accordance with the wine, small pieces of tableware, large pieces of tableware in order. 2. Turning over the table when found guests forget the goods, should be promptly handed over to the guests or submitted to the relevant departments. 3. Turning the table, should pay attention to civilized operation, keep the action of the stability, do not damage the tableware, items, and should not disturb the guests who are dining. 4. Turn the table should pay attention to the surrounding environmental hygiene, do not put the napkin, debris, residual soup and leftovers sprinkled and thrown. 5. After the withdrawal of the end of the stage, should immediately begin to standardize the table, minimize the waiting time of the guests. Eight, the analysis of emergencies, emergencies of prevention of analysis of emergencies is to avoid the emergence of these problems, so the prevention of emergencies is a waiter should pay attention to the primary issue. Only in the whole process of service, with the ability to predict and analyze emergencies, fully prepared to prevent the preparation, in order to reduce and eliminate those who affect the normal operation of the service of emergencies. Second, the handling of emergencies Emergencies in the catering service, the relationship between the level of quality of catering services and guest satisfaction, but also reflects the service personnel's ability to serve. The contingency of emergencies requires that the waiter should have a certain ability to deal with and the necessary conditions: 1. stable state of mind. 2. flexible thinking ability. 3. independent ability to deal with matters. 4. strong adaptability. After having the above basic conditions, the nature and types of emergencies can be taken for remedial, coordination, mitigation, compensation, administrative means, legal means and other appropriate countermeasures. Remedial measures are for the hardware facilities and service behavior caused by the lack of emergencies. These events can have adverse effects on the safety, psychology, and needs of guests, and therefore require timely remedial measures to restore the impact. Coordination measures can be applied to those due to the environment and service imbalance caused by the emergencies, such as waiting time is too long, the food collided with the guests, the restaurant suddenly power outages, and so on. These events will affect the guests' dining mood, should be used in a timely manner to remedy and coordinate the appropriate means to calm their psychological. Mitigation measures in the treatment of guests caused by their own reasons for the emergencies, more practical. Compensation measures are often applied to the quality of the product to the guests of the spiritual and material losses of the incident, it can reflect the hotel to the guests of the apology and sincerity. Administrative and legal means, is for those who seriously affect the other guests consumption of bad events and the use of methods of treatment. Such as fines, security personnel to persuade them to leave, contact the Ministry of Public Security to deal with the door and so on. The law can effectively maintain the safety of the majority of guests, to maintain the normal operation of the hotel food service. In the catering service of star-rated hotels, we must pay attention to the objective environment, guest demand and service skills and other factors on the quality of service, deal with the relationship between them, continuous learning, accumulation and enrichment of service experience, improve and develop the service program, so that in the event of emergencies, correctly and moderately deal with various types of events, to achieve the desired service results.