1. One evening, the Chinese restaurant of a five-star hotel in Beijing was receiving foreign tourists' tour groups and conference groups. Mr. Sun is an interpreter in charge of receiving special foreign guests from a company. After arranging the foreign guests, he and his colleagues go to the working restaurant next to him for dinner. On this day, the foreign guests' team booked a banquet of "Beijing Roast Duck", and translators, tour guides and drivers also enjoyed the same dining standards as foreign guests. After Mr. Sun sat down, the waiter brought tea and cold dishes, but after waiting for a long time, no other dishes were served. He couldn't help urging the waiter, who told him that he was too busy today and asked him to wait a little longer and serve immediately. Mr. Sun waited for a long time, but still no food was served. At this time, the dishes at other tables were almost served. Mr. Sun and his colleagues went to ask questions twice again, but they didn't serve food at this table, so Mr. Sun was angry and stopped asking questions. After the foreign guests finished their meal, Mr. Sun took them directly to the bus. At this point, the waiter chased the car door and asked Mr. Sun to sign the bill.

Mr. Sun said angrily, "I didn't eat at all. What's the bill?"

"I'm terribly sorry, sir. I was really busy today, and I neglected your table. Why don't you pack your food and take the duck away? But please settle the bill first. " The waiter said anxiously.

"Although we are also service personnel, we should all be guests in your hotel and receive equal treatment. You served the foreign guests and other tables, but you didn't serve us. After several reminders, it didn't work, and we didn't eat now. If you want to pay the bill, ask a foreigner. " Mr. Sun said that he would get on the bus. Others were busy persuading Mr. Sun, and some foreign guests on the bus asked about it. Finally, Mr. Sun went back to the restaurant with the waiter to check out. He refused the "dinner" packed for him by the restaurant, and only said to the waiter, "Please remember this lesson and don't neglect every guest in the future."

question: from this case, we can know what are the shortcomings of the service staff in the management of the restaurant.

2. One late autumn night, three guests were dining in the Chinese restaurant of a hotel in a southern city. They have been sitting here for more than two hours and still have no intention. The waiter was in a hurry and stood by them several times, trying to urge them to check out quickly, but he never said anything. Finally, she finally couldn't help but say to the guest, "Sir, can you check out quickly? If you want to continue chatting, please go to the bar or coffee shop."

"what! You want to kick us out, and we don't want to pay the bill yet. " A guest was very angry at what she said and said she didn't want to leave. Another guest looked at his watch and urged his companion to settle the bill at once. The angry guest grumpily asked the waiter to bring the bill. After reading the bill, he pointed out that there was a dish that had not been ordered, but it was included in the bill and asked the waiter to correct it. The waiter is busy answering the guest. The bill must be correct. The food has been served. Several guests argued that they didn't order this dish. The waiter recalled it carefully again, thinking that he might be wrong, and went to the cashier to correct the account.

when she handed the revised bill to the guest, the guest said to her, "I can pay for the meal, but your service attitude is unacceptable to us. Please call the restaurant manager at once. " The waiter felt very wronged after listening to the guest. In fact, she didn't do anything wrong in the service of ordering and eating, just wanted to urge the guests to check out earlier.

"Sir, if I made any mistakes in the service, I apologize to you. I'd better not call our manager." The waiter said in a pleading tone.

"No, we are looking for your manager. The Cameroonians did not compromise.

the waiter saw that things were irreversible and had to call the restaurant manager. The guests told them that they were angry with the waiter for urging them to check out. In addition, the waiter has overcharged the account, which shows that there is something wrong with the waiter's attitude.

"These are indeed mistakes in our work, and I apologize to everyone. Gentlemen can check out at any time they want, and you are welcome to continue to rest here after the check out. "The manager said as he asked the waiter to pour tea for the guests quickly. After repeated apologies from the manager and the waiter, the guests finally stopped talking. They paid the money and left with Yu Nu on their faces.

question: what mistakes did the waiter in this example make in the checkout process?

grasp the details of catering service, pay more attention to observing and accumulating the complaints and handling of customers' dissatisfaction, and make a little arrangement, which can become a very good and typical case. I hope I can help you to solve the urgent need! I like catering very much, and I would like to be friends!