There are several reasons for the guests to return the food: first, the food itself has quality problems; second, the service personnel's mistakes; third, the guests' own reasons. Catering management will analyze and deal with the following three situations.
1. Generally, it is caused by the waiter's accent and unfamiliar business during ordering.
For the guests, they should also change or return the dishes according to their own wishes to satisfy their own psychology.
As far as the waiter is concerned, when he knows that he is wrong, he tries to explain it to the guests. If you meet an understanding guest, he may bear your fault. The most important thing is to strengthen his professional level.
Hotels also divide this kind of thing into individuals and strengthen constraints.
2. The quality problem of the dish itself (fur, deterioration, bugs)
The solution to the hair problem is to close the dishes in the first process, and then supervise them layer by layer. Dishes stored for a long time should be publicized in advance before deterioration is found. If it smells, it can't be served. Flies and small flying insects are generally caused by poor connection or leakage of screens in restaurants. Precautions should be taken before meals. Pay special attention to the seasoning pots and vinegar bottles that are most willing to fall in the kitchen.
For guests, although the store tries to avoid it, if problems are found, they must be handled with the correct point of view. The requirement is to give the guests a satisfactory answer as soon as possible, and don't pass the buck. The foreman or manager will deal with the problem in time and comfort the guests in time.
When dealing with insiders, the store should also clarify the responsibilities, such as where the hair problem occurs. After the food is returned, take it to the kitchen in time to analyze the reasons. Divide responsibilities and avoid disputes.
3. Guest's own situation
This kind of thing rarely happens, and it should be aimed at different guests. In short, when encountering similar problems, guests should be anxious to know the hotel's handling opinions. If they can't give a satisfactory answer, it will affect the mood of the guests, but not all unreasonable demands mentioned by the guests should be met. Handle them properly.
If the guest returns the food, either there is a seasoning in the food, which is what we call flying insects and flies, or the taste of the food does not reach the ideal taste of the guest.
Then there is the first situation! The above "no one loves" has been analyzed, so what is the second situation? The problem must be serious, otherwise the guests won't talk, because either our service attitude is bad, the guests are in a bad mood and the food tastes bad, so they are generally in a good mood. If there is anything wrong with the taste of the food, the guests will take it and won't say anything. The service attitude is not good, and the taste does not meet the requirements of the guests. Will he be angry and ask for a refund? In addition, the guests are in a bad mood and have a bad service attitude. Even if the food is ok, the guests will feel that the taste is a little wrong and something is missing because there is something on the edge. You must complain. So we must do our service well and make our guests angry. After eating in our restaurant, it was all over and I was happy again. In this way, guests will often come here. Complain! There will also be many fewer incidents of returning vegetables.
Returning food is a problem in every restaurant for many reasons. The two upstairs talked about a few points. Let me talk about my own ideas. Guests can return food in the following ways:
First, the anxious guest didn't wait for his order within a fixed time, so he asked for a refund.
This kind of guest usually tells the waiter that he is in a hurry when ordering, hoping that his order can be served quickly. At this time, our staff will communicate with the chef Fu. If the guest tells us that the food can't be delivered to the guest in time, it is our responsibility for the guest to return the food. So when this happens, the communication between the front hall and the back hall is the most important.
Second, people who encounter too many dishes and deliberately find excuses to return them.
When we meet guests, we should remind them according to the number of guests when ordering. We can kindly remind him: "You can eat first and then order, and then add more if it is not enough." This can ensure the quality of dishes and avoid waste. "If the guest insists on ordering so many dishes and finally finds an excuse to return them, we can politely refuse.
In order to prevent this from happening, we should first turn off the quality in the kitchen, and then the waiter should also check the quality of the food during the delivery process to see if there are any unclean impurities on the surface, so as to deliver it to the guests with good quality and quantity. If there is something wrong with the food, the guests will definitely return it. Another way is to remind guests to eat more when they order, which will also make them feel that they are thinking of him. Some guests will ask for a refund if they can't finish eating.