2. encounter moody guests to the restaurant dining how to do? More to be kind, patient and thoughtful, pay attention to the language concise, try to meet the requirements of the guests, the service operation should be fast and decent.
3. In the service, they are in a bad mood when how to do? No matter what the situation, you should forget about your own personal affairs, put the spirit into the work, often ask yourself whether to do in the service with a smile on your face, whether to leave a pleasant impression on the guests.
4. Disabled people in the restaurant dining how to do? To try to provide them with convenience, do not feel strange and cast a different look.
5. The restaurant is full, only reserved for the tour group seats, guests want to seat how to do? Should politely tell the guests, these seats are reserved seats, if you want to eat, please wait a while. At the same time, we should try to find a seat for the guests, such as guests in a hurry, you can give them the first order, such as the restaurant has no empty seats, please register outside the restaurant to wait.
6. See guests into the restaurant how to do? You should welcome guests with a smile and a word of honor, and ask the number of people, and then recommend the right table to the guests according to the number of people, and pull the chair to let the seat.
7. What about guests with children? To prepare the baby chair for the child, and as soon as possible.
8. restaurant seats are full, there are guests to enter the restaurant dining how to do? The restaurant should have a guest waiting area, the greeter should do a good job of waiting for the registration of guests, and with a friendly attitude to apologize, greet guests to sit down and wait for their meals.
9. When the meal guests suddenly uncomfortable sick how to do? Immediately notify the leadership, that is, call the medical room to notify the doctor to diagnose, at the same time to maintain the scene, to be tested.
10. found that the guests damage to the restaurant's goods how to do? Immediately clean up the debris, ask the guest whether there is any injury, and play in the guest meal, according to the rules of the appropriate compensation.
11. guests unauthorized access to the restaurant's appliances how to do? Should immediately report to the shift foreman, a foreman politely explain to the guests, explain to the guests, so that the guests consciously return.
12. Guests ask about services outside the restaurant how to do? Should try to explain, encounter their own unclear things, or answer is not sure when you should try to give a solution.
13. found that the guests drink hand-washing cup of tea how to do? Should not immediately go up to tell the guests, you can pretend not to see, so as to
to avoid the embarrassment of the guests, the best solution is to inform the guests in advance of the role of the hand-washing cup, if the guests have already drank, the guests used the hand-washing cup to take away, re- on a different shape of the hand-washing cup.
14. guests bring their own food request to give processing how to do? Explain to the guests the rules of the restaurant, appropriate recovery of the cost of labor.
15. When guests bring their own drinks to dinner, what should they do? To the guests set up the appropriate glasses, such as whiskey, a kind of wine should be sent on ice, yellow wine should be sent to the hot water to heat and according to the provisions of the additional charges for the use of alcohol and service charges. But should be clear to the guests.
16. In the service process accidentally dirty guests' clothes how to do? To sincerely apologize to the guests, try to clean for the guests.
17. In the process of opening the meal, the guests accidentally knocked over the wine glass how to do? Immediately use a napkin to absorb the water on the countertop, and then put a clean napkin on the wet tablecloth, and give the guests to re-pour the wine.
18. Guests are skeptical of the billing charges, unwilling to pay how to do? You should be patient to the guest account, politely explain to the guest, after the checkout should express gratitude.
19. When the meal is served, what should we do if the meal is not served? The guest should apologize, explain the reason, ask the guest to wait a moment, you can also ask the guest's opinion on whether to replace the pasta. Can not tell the guests that there is no rice, should be politely said that the rice is not yet cooked.
20. What if a guest gets drunk in a restaurant? Introduce some non-alcoholic beverages to the guests, such as coffee, fruit juice. If drunk and disorderly in the restaurant, you can calmly solve the problem, but once solved should immediately inform the leadership, and at the same time take the initiative to send hot tea, scented towels, such as vomiting, should be cleaned up the dirt in a timely manner.
21. Encountered a sick guest to the restaurant meal how to do? To care for them, take the initiative to ask, the arrangement of the dishes should be less and more refined.
22. What if a guest falls down in the restaurant? Should take the initiative to go forward to pick up, arrange for guests to rest temporarily, carefully ask the guests whether there is a fall or bruises, serious contact with the hospital immediately, take measures to check the cause of the incident, as a lesson.
23. How to change the cigarette holder for the guests? To put the clean cylinder on top of the cylinder to be replaced, together withdrawn to the tray, and then put the clean cylinder back to the table. To prevent the ashes from flying.
24. Guests left to eat the rest of the food, wine and other left to ask the waiter to keep for how to do? Should be explained to the guests patiently, explain that the food can not be stored on behalf of the reasons, try to persuade the guests to take things away, alcohol can be given to the guests for safekeeping, and do a good job of registration, tell the guests to keep the period of one month, the expiration of the period does not come to collect the person, will be dealt with on their own.
25. What about the guests who don't come often and ask to sign the bill? Can not be a hard attitude to reject the guests, immediately go to the phone to contact the leadership such as identifying the identity of the guests, should immediately explain to the guests. If you find out that the guests can not sign the bill, you should politely explain to the guests, in the absence of a good agreement with its signing, the restaurant refused to sign the bill, please pay the guests.
26. service process, guests asked for a photo with the waiter how to do? Guests encountered by the waiter pouring wine, tea, food opportunities for photography, in this case, the waiter should continue to work, but to remain calm, mental concentration, so as not to affect the quality of service, such as foreign guests proposed to take a picture with them, to politely decline, such as indeed resigned, should be asked to more than one waiter accompanied by a photo.
27. service process, guests asked the waiter to toast how to do? Should apologize to the guests, explaining the rules of the hotel, work hours can not drink. The company has a lot of people who are not in a position to do so. Or to drink allergy reasons to decline the guests.
28. restaurant closing time has passed, but the guests are still eating how to do? Should take the initiative to check whether the guests ordered dishes on all, and provide fast service, not for any reason, in any way to rush the guests to leave.
29. What if the guest asks for a refund? First ask the guests to wait, such as the dish has not been processed, you can give the guests to cancel, such as the dish has been processed, you should explain to the guests that the dish has been processed, give the guests the characteristics of the dish, guests are invited to taste, if you can not use up the guests can be packaged.
30. What if the menu is missing? Should immediately apologize to the guests, and then immediately to the kitchen to obtain the consent of the chef, as soon as possible to the menu of dishes to do.
31. Guests asked the dishes waiter does not know how to do? Ask the guests to wait a moment, and then ask the chef, ask the guests to explain in a timely manner.
32. guests in a hurry to eat how to do? Introduce guests to eat some cooking simple, fast dishes. If you want to make a special order, you have to go to the kitchen and ask the chef to prioritize the process or put a special stamp on it.
33. When serving food, there is no room on the table how to do? Do not overlap the dishes, should be taken to the least remaining dish dish, but be sure to seek the consent of the guests, the remaining dishes to the guests before taking away. Or a large plate for a small plate.
34. The kitchen did not follow the order of the dishes how to do? Should be a good gatekeeper, not immediately on the guests, should immediately explain the reason to the chef, ask the chef on time in order to dish out.
35. waiter before the start of the banquet, only to know that some guests are halal or vegetarian how to do? The banquet organizer should be consulted immediately, i.e., arrange for the guests as soon as possible.
36. Guests booked a banquet, after the booking time has not arrived when how to do? Should immediately contact the booking out of contact, find out the situation of the guests, try to contact the guests.
37. How to do when the banquet is temporarily added? Depending on the number of people to increase the number of tableware placed accordingly, and then seek the views of the banquet organizer whether the need to add food.
38. What should the waiter in charge of the main stage do when the guest of honor leaves the table? In the host guest hosts leave the table before the speech, the waiter should be every guest's glass of wine are poured on, in the master speech, the waiter should be good tray, standing in the master of the host guest, at any time for the guests to add wine.
39. How to do when the banquet is temporarily reduced? If the banquet standard is not high, the number of people to reduce is not much, should try to persuade the guests not to reduce the dishes, if the guests of the banquet standard is high, the number of people to reduce and more, the guests put forward the request to reduce the dishes, the waiter should be immediately contacted with the banquet businessman, the banquet businessman and the kitchen chef to discuss the appropriate reduction.
40. How about a sudden power failure during the meal? Remain calm, try to stabilize the guests' emotions, convince the guests not to leave their seats as far as possible, light the spare candles, call the engineering department in time to contact, pay close attention to the movements of the guests, when the power outage, the outsiders are not allowed to enter the restaurant.
41. What if the guests fight during the meal? Should be reported immediately, and try to stop, if you do not listen to advice to continue to make trouble, then immediately report to the Security Department.
42. guests to the restaurant to find the leftover items how to do? Should ask the guest to sit through the table number, the characteristics of the item, try to help the guest to find, please write down the name of the guest, the address, in order to find a timely manner to their contact.
43. According to the guest's request to open a good menu, the guest looked at the individual dishes to the satisfaction of the Department of how to do? Should apologize to the guests, according to the views of the guests, as a good guest counselor.
44. Two units at the same time booked a banquet hall, resulting in heavy room how to do? Should immediately contact with the ministries business group, booked a suitable room, and then ordered a banquet according to the time of the successive guests to Lianli, explain the reasons for sincere apology to the guests in order to get the understanding of the guests or to introduce the guests, the layout of the banquet hall furnishings, and try to make the guests of this room have a good feeling, so that to the heart to be comforted.
45. Guests canceled the banquet for some reason, but has paid the deposit, how to do? Depending on the circumstances, according to the hotel regulations to handle.