In the restaurant service, if there is a sudden emergency, how should our waiter handle it? Next, I'll share with you the way restaurant waiters handle emergencies. Come and have a look!

What should guests do if they eat flies, glass and other foreign objects in their dishes?

A: 1. First of all, apologize to the guests and withdraw the dishes if the guests allow.

2. The head waiter of the restaurant will come forward to consult the guests, or make a new dish for the guests, or replace a special dish, or give them a fruit bowl, give them a 10% discount, and make a profound review to the guests to ensure that similar situations will not happen again in the future.

3. Organize relevant personnel to investigate the matter afterwards and impose a fine on the responsible person.

What if the waiter accidentally soiled the guest's clothes with vegetable water, soup and drinks?

Answer: 1. First of all, give the guest a towel or napkin and sincerely apologize to the guest. The waiter should assist the guests in wiping. If it's a female guest, let the guest clean it herself.

The waiter should clear the table immediately. If it is badly dirty, ask the guest to change the clothes for the guest, and ask the guest to leave his address and phone number, and deliver the clothes to the door in person after washing.

If the guest doesn't want to change clothes in the hotel, please ask the waiter to take the clothes back after the guest has finished eating, and then return them to the guest after washing to apologize.

What should I do if I write the wrong menu or send the wrong food?

Answer: 1. First of all, apologize to the guests, find out the reasons and tell them whether it is necessary to ask for their opinions.

2. If necessary, contact the kitchen as soon as possible to prepare the dishes, and the head waiter or restaurant manager will apologize again.

If the guest doesn't need it, he should return it to the guest, or send a fruit bowl or give him a 10% discount to apologize.

The guest ordered according to the menu, but the kitchen didn't. What should I do?

Answer: 1. Apologize, ask the guest's opinion and ask if it is possible to change to a dish with similar price and taste. If the guests agree, send the dishes as soon as possible.

2. If the guest insists on the original dish, please wait patiently and contact the kitchen immediately, or transfer from other departments or go out for quick purchase and cook immediately.

The head waiter or manager of the restaurant apologized to the guests again.

What should the guests do if they are not satisfied with the dishes?

Answer: 1. There are many reasons why guests are dissatisfied with the dishes, which may be too salty or too light. It may be the quality of the raw materials of the dishes, or the guests don't know enough about the cooking methods of the dishes, or the guests themselves are in a bad mood, which affects the mood of eating.

2. If the food is too salty or weak, apologize to the guests, withdraw the food from the kitchen and reprocess it, and then serve it to the guests for tasting.

3. If the quality of the dishes is not good, the waiter should immediately remove the dishes, apologize to the guests, and recreate a dish or a dish with similar taste to some dishes according to the guests' opinions, and ask the guests to taste it again. Consider reducing the cost of this dish when you check out.

4. If the guest doesn't know the cooking method, he should explain the cooking method and special taste patiently in detail to gain the guest's understanding, and the waiter should apologize to the guest.

5. If the guest has bad feelings and drops the plate, then you should gently encourage the guest, calmly explain to the guest and convince the guest through good language communication.

What if the guest refuses to pay because he is not satisfied with the food and drink?

Answer: 1. If the guest is not satisfied with the food, he should apologize first and ask the situation patiently. If the guest's summary is correct, a dish is problematic or not affordable enough, or the food is not served in time, he/she can be excused or apologize at an appropriate discount.

2. If you are not satisfied with the drinks, if the guests think that the drinks are fake and shoddy products, tell the guests that our drinks are imported from regular wine enterprises and approved by the Technical Supervision Bureau; If guests think that the price of drinks is too high, tell them that our drinks are approved by the price bureau, and be patient and polite.

If the guest is not satisfied with the service, the waiter should apologize sincerely, and then the head waiter will change a waiter.

When dealing with the above problems, the restaurant manager or foreman should arrive at the scene in time to apologize to the guests. When the guest refuses to pay for the service and food, he should try his best to meet the reasonable requirements of the guest according to the seriousness of the case. After the guest has finished calculating the account, he should thank you again, and then convene relevant personnel to sum up the experience and lessons carefully, and make corresponding fines or disciplinary actions for those who caused the accident.

What if the guest complains that the service is not timely and the food is not served in time?

Answer: 1. If the service is not timely, the manager or foreman will apologize to the guests and take remedial measures as appropriate.

First of all, I apologize to the guests for not serving in time. "Please wait a moment, I'll contact the kitchen right away" \ "Please wait another ten minutes, the food will be here soon \" to stabilize the mood of the guests, and then inform the kitchen to serve the food as quickly as possible.

3. The foreman or manager apologizes to the guest again, and finally can give away a fruit bowl.

What should I do if the guest misbehaves because of drunkenness and damages the hotel facilities?

Answer: 1. The manager should be informed first, and the manager will rush to the scene to solve the problem quickly.

If the guest misbehaves, he should change a waiter or send several waiters to serve at the same time.

3. Stop providing alcoholic drinks to guests and replace them with strong tea or sober soup.

4. Let drunken people leave the scene as much as possible.

5. Check the damaged cups and facilities at the scene, and ask the sober guests in the table to check out at the bar, and double the compensation according to the situation.

6, according to the situation, notify the security guard to get ready when necessary.

What if the guests think that the cigarettes, alcohol and drinks provided by the hotel are fake and shoddy products?

Answer: 1, patiently explain to the guests that the hotel's goods have been audited by the Quality Supervision Bureau and the Price Bureau, and there are no counterfeit and shoddy products.

2. If the guest doesn't believe me, he can leave his valid certificate, address and telephone number, and we will check with the relevant departments. If there is any quality problem, the guest consumption hotel will bear it. If there is no quality problem, he should ask the guests to compensate the reputation of the hotel.

3. If the feedback from the guests is true, the items will be replaced with the consent of the guests, and this fee will be exempted when checking out.

What if the guest accidentally breaks the hotel utensils?

Answer: 1. Check whether the guest is damaged first and take remedial measures as soon as possible. The waiter should clean up the scene quickly, clear the dining table and put on new tableware, and be careful not to be impatient and embarrass the guests.

2. Tell the guest politely to compensate for the damaged tableware.

What should I do if the guest accidentally falls and burns?

Answer: 1. If a guest accidentally falls or burns, first give him first aid, medicine and comfort. Never make fun of guests. If the situation is particularly serious, he should be sent to the hospital at once.

2. After the guest has finished eating, you can give the guest a proper discount and write down the guest's name, address and telephone number. You can call the guests afterwards and visit the hotel if necessary to show your sincerity.

Guests want to spend in private rooms. What if the standard is not enough?

Answer: 1. Recommend a high standard to the guest first, or adjust to other standard rooms.

According to the situation, if the business is not busy, the standard can be lowered appropriately, but we should actively explain to the guests that this is a special discount given to him by our store.

How to serve guests with children?

Answer: 1. First, put guests with children on the side of the restaurant to avoid affecting others, and be careful not to put children in the aisle. Add child seats as needed.

2. When ordering food, you should first care about the children and ask their parents if they want to order some favorite dishes, such as snacks and sweets.

3. If the child orders in advance, try to reduce the tableware used, and it is best to provide only a spoon (preferably stainless steel) and a plate.

4. Don't serve food from the child's head.

5. When the child has finished eating, the waiter can take the child aside to take care of it, so that adults can eat with confidence, and remember not to give the child anything.

What should I do if the guest's consumption time has exceeded the off-duty time and even affected the preparation of the next meal?

Answer: 1. Ask the guests if they need to add dishes or drinks. If not, please check out first. Our bar and finance department will close and inform the guests that the hotel will charge overtime.

According to the situation, we can rearrange the seats for the guests to clean.

In either case, the waiter should treat the guests to a pleasant meal, not drive them away.

What should I do if the guests find that they have not brought enough cash and checks after dinner?

Answer: 1. First of all, let other people who have dinner with the guests try their best to settle the bill.

2. If not, please leave your valid certificate, address and telephone number, indicate the amount owed, and set the checkout time. Then the waiter will call immediately to confirm.

If there is no valid certificate, after asking the manager, one or two waiters will go back with the guests to withdraw money.

What should the guest do when he finds that he has overcharged the bill?

Answer: 1. First of all, apologize to the guests and analyze the reasons.

If the guest miscalculates the price of food or the guest miscalculates, the waiter should explain clearly. If the guest insists, a part of the amount should be reduced, and both parties will make some concessions, and the manager will explain to the guest.

3. If you don't serve food because of work, but you overcharge when you check out, the waiter should apologize to the guest again and subtract the price of the dish you didn't serve.

4. If the cashier inadvertently makes a mistake or the waiter fails to check the bill carefully, the waiter should immediately correct the menu, apologize to the guest, explain the reason, get the guest's understanding, and then settle the bill after an appropriate discount.

5. If the waiter or cashier overcharges intentionally because of wrong ideas, he should apologize to the guests and deduct the overcharged fees. The waiter or cashier should be dealt with seriously, and those with serious circumstances should be transferred from their posts.

What if a guest accidentally loses his personal belongings but can't find them?

Answer: 1. First, ask the guests and the front desk clerk about the situation and find out what happened, such as the loss of general items. Guests can be asked to leave their address and telephone number so that they can return it in time when they find it. If they can't find it, they should also contact the guests by phone to show their concern. If important items are lost, they should be solved by the public security organs.

Guests spend very little. What if they ask for a discount?

Answer: 1, euphemistically indicating that because of the small amount of food, the profit is too low to discount. You can promise that guests can get a discount when they come to spend next time.

2. If a guest goes to a private room or a private room for consumption, let the guest know that the decrease in consumption standard is equivalent to a discount.

In principle, this situation will not be discounted.

What should I do if a guest asks for a gift from the hotel after spending, but the hotel doesn't have it?

Answer: 1. First, meet the reasonable needs of the guests as much as possible, and contact the warehouse or other departments for allocation in time.

If not, you should apologize to the guest immediately and give the guest an appropriate discount when necessary to apologize. You can also ask the guests to leave their address or phone number, and have an opportunity to apologize later.

What should I do if the guest's order has not been served for a long time?

Answer: 1. First of all, I apologize to the guests. If the waiter forgets this dish, he should fully meet the requirements of the guests.

2. If the food ordered by the guest needs to be cooked for a long time, please forgive the guest, and it is up to the guest to decide whether to rush it immediately or cancel it.

Even if the account is reduced and the food is returned for the guests, the manager or foreman should come forward and apologize to the guests again.

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