What are the skills of restaurant service-knowledge of restaurant service

Do you know what skills you need to master as a catering staff? Next, I'll tell you about restaurant service skills, hoping to help you!

1. What should I do when the food ordered by the guest is not available?

Little sister in the restaurant can apologize to the guests in a formal dress, explain the situation and introduce other dishes with the same taste or similar preparation methods to the guests in time.

2. What if a guest orders a dish with the same taste or similar preparation method because he is not familiar with the variety of dishes?

the younger sister of the restaurant should tell the guests sincerely in time:? The two dishes you ordered are somewhat similar in taste. Do you need to try other flavors or change other dishes?

3. what if the guest orders a dish that is not on the menu?

The younger sister in the restaurant should first ask the chef whether the dish can be prepared immediately. If there is no raw material in the kitchen for the time being or it takes a long time to prepare, she should explain clearly: Hello, I'm very sorry. It will take about half an hour to make this dish. Is it ok with you?

4. what should the waiter do when he doesn't know the dishes ordered by the guests?

if the younger sister in the restaurant doesn't know the dishes ordered by the guests, she should sincerely tell them:? Excuse me, please wait a moment. ? And immediately consult colleagues or chefs to answer the questions for the guests in time.

5. what if the dining guests are in a hurry?

The younger sister of the restaurant can arrange the guests near the entrance of the restaurant, introduce some simple dishes, and indicate them on the order, asking the chef to cook first and asking the food delivery department to cooperate; All services should be fast and try to meet the requirements of guests; Add drinks and replace dishes for guests in time; Prepare bills in advance to shorten the checkout time of guests; If the guest needs to leave after using up the dishes, he can take the initiative to pack them for the customer to take away.

6. what should the waiter do when the delivery man delivers the food to the dining table?

when the dish delivery person delivers the dish to the table, the younger sister of the restaurant should know the style and service mode of the dish, sort out the position of the dish on the table, hold the dish tray with both hands when serving, serve it from the accompanying position, announce the name of the dish after putting it away and invite the guests to eat.

7. what should I do when the table is full of dishes?

(1) After asking the guest's permission, change the dishes that are not much left into small dishes.

(2) Distribute dishes or snacks suitable for dish division (such as dishes in units of one or two) to the guest's plate, and remove the empty plate.

(3) starting from the guest seat, divide the dishes that need to be served evenly on the plates according to the number of customers.

(4) inform the kitchen that the dishes on this table can be served more slowly.

8. what should I do when the guest urges the food?

At this time, the younger sister of the restaurant should not be in a hurry, let alone rush to the kitchen to ask for food. She should apologize to the customer first, then go to the food delivery room to find out the food delivery situation, and reflect the guest's requirements clearly to the planner. When she returns to the dining hall, she will inform the customer of the possible time for food delivery, and ask the customer to wait. Like what? I'm very sorry, the dishes will be served in 15 minutes. Please wait a moment. ?

9. what should I do when I am in a bad mood as a service worker?

service personnel. Little sister in the restaurant should always remember that customers are her parents, and should keep smiling and courteous service, regard the restaurant as a stage, remember her role, try to restrain herself, forget unhappy things, and treat happy customers. If her bad mood affects others, it is an act of gaffe, rudeness and dishonesty. Therefore, we must constantly remind ourselves in the service work to provide customers with real quality services.

11. what should I do when I see some dishes I don't know on the banquet list?

The younger sister of the restaurant should first go to the kitchen to learn about the cooking methods and serving methods of these dishes, and understand their taste characteristics and origins, so as to introduce them to customers and prepare the necessary tableware before meals.

11. What if the guest has booked a banquet, but it's past the meal time?

The younger sister of the restaurant should contact the usher and the head waiter immediately to find out whether the guest has cancelled or postponed the banquet, and inform the kitchen immediately. If it is delayed for some reason, you should wait patiently and don't show impatience.

12. what should the waiter in charge of the main table do when the guest of honor and the host leave to speak?

Before the guest's evaluation speech, the younger sister in the restaurant should fill each guest's glass first. When the guest or host leaves to speak, the younger sister of the restaurant should put the wine on the tray and stand behind the guest or host; Send it quickly at the end of the host's speech so that he can raise his glass and toast; When the guests make a speech, the little girl in the restaurant should stop all service operations, stand by the work cabinet, and do not walk around at will to keep the banquet hall quiet; Keep in touch with the kitchen at the right time, and suspend the delivery of food.

13. what should I do if the guests temporarily propose to cut down on food because of the unexpected decrease in the number of people eating?

At this time, the younger sister of the restaurant should consider from the customer's standpoint. If the dishes are too heavy, she can contact the kitchen through the menu planner and cancel individual dishes appropriately without wasting. Of course, guests can also be advised to improve the quality of their dishes while reducing the amount. If the banquet is large in scale or high in standard, the younger sister of the restaurant should immediately report to the superior, and the relevant personnel of the food and beverage department will contact the kitchen to propose a plan to reduce the food, and then give the new menu to the guests for confirmation.

14. what about the temporary addition to the banquet?

If the number of people who need to be added temporarily at the banquet is small, the younger sister of the restaurant should set the chairs first, and then set the corresponding tableware according to the number of people who need to be added, and then ask the owner of the case for advice on whether to increase the weight of dishes according to the per capita standard or add other dishes. If you need to add food, you should bill to the kitchen, and then inform the kitchen, the food delivery department and the greeter as soon as possible. If the number of people increases too much, it is suggested that the host increase the number of tables and inform the receptionist to make arrangements.

15. What should the guests do when they request to change the original dishes?

If you change the general popular dishes, you can change them according to the requirements of the guests. If you want to change the dishes that are special or have long production time and complicated workmanship, you should explain them clearly to the guests, introduce the advantages of the dishes to the customers in detail, and try to persuade them to keep them, so as not to cause losses to the restaurant.

16. What should I do if the guests make a loud noise when dining in the lobby?

Loud noise by guests in the dining room, such as punching, will destroy the atmosphere and dining environment of the dining room. At this time, the younger sister of the dining room should politely go forward to dissuade her and ask her to keep quiet, so as not to affect other guests' dining. If there is any noise, the parties concerned should be persuaded to settle it outside the restaurant or in an idle private room immediately. If the guests don't listen to dissuasion, they must immediately inform the restaurant manager or supervisor, and the leaders will come forward to persuade them.

17. what should I do when the guest can't use some ingredients?

when encountering dishes with special eating methods, the younger sister of the restaurant should explain to the guests when serving. If the guests are not used to this way of eating, they should give help in time. For example, when eating Beijing roast duck, they can ask the kitchen to serve the rolled roast duck specially for the customers after obtaining the consent.

18. what should I do when my little sister and the guests walk in the same aisle?

At this time, the younger sister in the restaurant should take the initiative to give way and make a gesture of courtesy to ask the guests to go first. If the younger sister in the restaurant holds the dishes in her hands, she should turn to the opposite side of the guests and smile and say:? After you. ? At this time, pay attention to the tray must not touch the guests.

19. what should I do when a guest needs to add sprite and ice cubes to the wine?

put the ice cubes in a pot with water and put them on the owner's right hand side; Please show the red wine and sprite to the host for verification, and ask the guests the blending ratio they need; Pour red wine first, then sprite; Empty wine bottles and wide sprite should be removed in time.

21. What should I do when guests at one table are asking for your service?

At this time, the younger sister of the restaurant should immediately give a warm and happy smile to the guests waiting for service and answer:? I'll be at your service right away. ? Or? Excuse me, please wait a moment. ? Move your hands quickly but don't be in a hurry. Let the guests feel that they have not been left out and neglected. If the work in hand takes a long time, you should immediately look for colleagues nearby to provide services.

21. what should I do when the guest asks to change the dish during the meal?

The younger sister of the restaurant should ask the guests to wait a moment, and immediately go to the kitchen to find out whether the dishes are being cooked. If you are already cooking, please reply that the guest can't cancel, and tell the guest the exact time of serving, and ask him for understanding. If not, inform the kitchen to stop making, reply to the guest and inform the restaurant manager to cancel the dish. When introducing the dishes to the guests, you should inform them of the preparation time so as to avoid complaints from the guests because of the long waiting time.

22. what should I do when I have a phone call to find a guest who is dining in a restaurant?

At this time, the younger sister of the restaurant should ask about the details of the guests she is looking for, including their physical features, names, approximate ages, company names or other information. Please wait a moment for the caller, and the restaurant customers can immediately find similar customers to ask politely. If there are many unrecognizable guests in the restaurant, you can immediately inform the restaurant receptionist to look for them. If the restaurant has broadcasting conditions, you can inform the relevant staff to broadcast the missing person.

23. what should I do if the children run around the restaurant during the meal?

When having a meal, the food or soup served from the kitchen has a high temperature, which is easy to burn people, and it is easy for children to slip and hurt when running around. At this time, the younger sister in the restaurant should immediately stop and bring the child back to the adult's side, reminding the adult to take good care of the child at any time to avoid accidents, to arrange the BB chair for the child, and if possible, to provide some bright-colored toys for the child to sit down.

24. what should the guests do when they suggest that the food has gone bad?

The younger sister of the restaurant should listen to the guest's opinions patiently, apologize to the guest, immediately withdraw the food to the backstage, and ask the chef or restaurant manager to check whether the food has gone bad. If the food has indeed gone bad, you can cancel the dish for the customer and recommend other dishes, and you can consider giving away similar dishes for free. If the food has not gone bad, the restaurant manager should explain the raw materials, ingredients, preparation process and taste characteristics of the dish to the guests. The handling process should be as quiet as possible so as not to affect other customers.

25. What should I do when the guest has just started to order food and suddenly needs to check out?

The younger sister of the restaurant should immediately inform the kitchen to stop making this table of dishes, find out what dishes can't be cancelled during the processing, tell the guests that they need to pay and ask if they need to pack, and inform the cashier of the part that needs the customer to settle the bill, apologize to the customer for not providing the service and ask him to enjoy good service next time; Inform the restaurant manager or greeter of the cancellation in time and settle the bill for the customer quickly.

26. What should I do if the guest thinks that the cooking method of the dish ordered is wrong?

The younger sister in the restaurant must listen carefully to what the guest ordered. If it is because the younger sister in the restaurant misunderstood or didn't listen clearly when ordering, she should immediately make a new dish for the guest and apologize to the guest. If it is caused by the guest's misunderstanding of the cooking method of the dish, the restaurant sister should patiently explain the cooking method and the source of the dish name to the guest, and highlight the advantages of the dish in order to gain the guest's understanding.

27. what should I do when the guest complains that the food is not well cooked?

First, the younger sister of the restaurant should apologize to the guests, and ask whether the cooking is short or over-cooked, and then quickly send the dishes to the kitchen for the chef to handle, and ask the customers about their taste when they serve again. If the guests are still not satisfied with the processed food, they should be advised to choose other food and apologize to the guests. The restaurant manager should be informed immediately to decide whether to exempt the guests from the cost of this dish.

28. The waiter didn't hear the guest's order clearly and served the wrong dish. What should I do if the guest doesn't want it?

The younger sister in the restaurant should apologize to the guests and sell this dish to them at a discount. If the guests insist on not wanting it, they should not be forced. Inform the chef to give priority to the dish that the guest wants; After the guests order, the restaurant sister must repeat it to the guests to avoid this kind of situation.

29. What should I do if I have repeated my order to the customer before placing an order, but the customer refuses to admit that he ordered it when serving, and asks to withdraw it?

Little sister in the restaurant will feel very wronged at this moment, but she must not argue with the guests. Instead, she should politely say that she has been confirmed by the customers when she retells, and ask other guests at the same table to prove it. Pay attention to keep a smile on your face and explain to the guests that this is a very distinctive dish. It is very discerning to order this dish, so you might as well try it.

31. what should I do when a guest complains about foreign objects in the dish?

The younger sister of the restaurant should apologize to the guests immediately, that is, remove the dishes, send them back to the kitchen and inform the restaurant manager to handle this matter. She should not argue with the guests without investigation, nor should she casually echo their opinions. She should ask the guests for understanding after confirmation. The younger sister of the restaurant should know some knowledge about condiments in order to explain to the guests on the spot. If it is really foreign, she should cancel the dish immediately and give the same food. The restaurant manager can also consider giving another discount or exemption.

31. What should a guest do when he meets a friend at the next table and asks for a table?

In this case, the younger sister of the restaurant should make it as convenient as possible for the guests, meet their requirements as much as possible, inform the food delivery department of the guest's transfer in time to avoid giving the wrong food and set the table for the guests again.

32. what should I do when the guests bring their own food for processing?

For the sake of the reputation of the restaurant, the younger sister of the restaurant generally refuses the request of guests to bring their own food to the restaurant for processing, because the source of raw materials cannot be guaranteed, and the intentional risks such as food poisoning cannot be controlled.

33. What should the guest do when he proposes to cook the dishes according to his method?

The younger sister of the restaurant can ask whether the kitchen can be made according to the requirements of the guests, and if so, ask about the possible deviations, tell the guests the situation, and indicate the requirements of the guests on the menu.

34. What should guests do when they are drunk?

when the guest shows signs of being drunk, the younger sister of the restaurant should politely refuse to add more drinks to the guest and ask his sober friend for help.