8 ways to deal with common emergencies in restaurants
As a public place, the restaurant is full of people, and it is inevitable that some emergencies will occur. At this time, it is necessary for the restaurant server to come forward and solve it wisely at the first time. So what should we do to keep our guests happy and satisfied?
01
What to do if a customer suffers a burn
Burns mainly refer to injuries caused by high temperature liquids, flames, appliances or corrosive chemicals.
Hydrothermal burns: Injuries caused by hot soup, hot oil, boiling water, or a lot of steam in the kitchen, for example.
Flame burns: For example, injuries caused by gas explosions or fires in the kitchen.
Contact Burns: Injuries such as those caused by contact with a hot pan, etc.
Corrosive chemical damage: such as damage caused by strong acid, strong alkali, etc.
Electric injury: such as injury caused by high-voltage electricity, leakage of electrical appliances or other damage.
Once a guest or employee is burnt, emergency treatment should be carried out immediately. If it is more serious, the 120 ambulance should be called immediately. During the waiting process, some first-aid measures should be taken first. The specific first-aid steps are as follows:
> > 1. First aid steps for burns >
(1) Rinse: Rinse the scalded part with running tap water or directly soak it in water, so that the temperature of the skin surface can be quickly lowered.
(2) Take off: After the scalded area is fully soaked, carefully remove the clothes on the scalded surface. If necessary, you can use scissors to cut them open. If the clothes are already sticking to the skin, you can keep the clothes temporarily. , In addition, care must be taken not to break the blisters of the wound.
(3) Soak: Continue to soak the scalded area in cold water to relieve the pain of the injured person. But you can’t soak for too long, you should go to the hospital in time, so as not to delay the timing of treatment.
(4) Cover: Cover the wound with a clean cloth. Remember not to apply any medicine by yourself, so as not to cause wound infection and affect the judgment and treatment of medical personnel.
(5) Doctor: Send to hospital for treatment as soon as possible. If the injury is severe, it is best to take it to a hospital that does not have plastic surgery or burns.
> > 2. First aid steps for burns >
(1) If a customer catches fire, they should be told to cover their face with both hands as much as possible, and let them fall to the ground immediately to put out the fire, or immediately wrap the injured person with a large cloth such as a tablecloth and roll to put out the fire.
(2) After the fire is extinguished, use the first aid steps for burns.
> > 3. First aid steps for corrosive chemical injuries >
(1) No matter what kind of chemical preparation it is, it should be rinsed with a lot of water, and the cleaning time must be maintained for at least 30 minutes to dilute the concentration of the chemical preparation, especially when the eyes have been injured, they should be opened immediately. Rinse eyes with plenty of water.
(2) Immediately send to the hospital for treatment.
> > 4. First aid steps for electric injury >
(1) First cut off the power supply or use an insulator to remove the wires and other objects, and then immediately check whether the injured person has breathing and heartbeat. If breathing and heartbeat stop, artificial respiration should be performed immediately.
(2) If the electrical injury is serious, you should go directly to the hospital for emergency treatment.
02
What to do if customers lose their belongings
The cafeteria is a public place, and the number of people entering and leaving is complicated, so it is inevitable that the phenomenon of stealing will occur.
Throughout the customer’s dining process, staff should remind customers to take care of their belongings frequently.
When a customer loses his belongings, the waiter should show sympathy and concern, try to help the guest find it, and make the guest feel that the waiter is trying his best to help him sincerely.
If a customer loses his belongings in the restaurant, once they are not found, the waiter should ask the customer about the specific location of the meal, the number of the table, the number and characteristics of the items, etc., and register in front of the customer for future reference, or notify the relevant The department assists in the search.
After searching, if there is still no whereabouts for a while, you can ask the guests to leave their contact address and phone number, so that the information can be notified in time.
Some customers will inevitably have doubts about the restaurant’s environment or the waiter due to lost items, and sometimes even say “excessive words” on the spot. As a waiter, you should treat each other honestly from the perspective of sympathy and understanding, not in a hurry or annoyance, and search carefully. , solve problems for the guests with their own practical actions, so that the anger of the guests will be resolved and the problem will be solved.
Of course, prevention is more important. At present, many restaurants have installed cameras in key positions in the restaurant, which can effectively prevent and solve such problems.
03
What to do when a customer suddenly falls ill
When a customer eats in a cafeteria, any accident may happen, and sudden illness is one of them.
When a customer suddenly falls ill, the waiter should follow the following four aspects:
(1) Keep calm. For guests who suddenly fall ill, the waiter should keep calm, first notify the canteen management, and immediately call the emergency department, and then take some possible rescue measures.
(2) If the guest falls or falls, do not move the guest at will.
The waiter must also carefully observe the patient’s condition, help the guest to untie the collar, wait for the arrival of the emergency doctor, and do what they can do according to the doctor’s instructions to assist the doctor’s work.
(3) For some guests who suddenly develop gastrointestinal discomfort and other symptoms during the meal, or before leaving the restaurant after eating, the waiter should try to help the guests as much as possible.
At this time, the waiter may help the guest to call an ambulance, or help the guest to go to the bathroom, or clean up the spit and so on.
At the same time, waiters should not be in a hurry to clean the table, but should keep the food eaten by the guests for inspection and testing, so as to distinguish the responsibilities.
04
How to handle a fire incident
Fire can be said to be the most serious emergency in public places, and it also causes the greatest loss of life and property. Therefore, all walks of life should have a correct understanding and understanding of the emergency treatment of fire, just in case.
In the event of a fire, restaurant staff must remain calm and take the following measures for the situation:
In the event of a fire in the kitchen, the personnel present should use fire extinguishing equipment to extinguish the fire. If the fire is too large and cannot be controlled by oneself, call 119 in time to call the police.
In case of fire in the diesel stove, immediately turn off the oil valve and put out the fire with a fire extinguisher.
Evacuate customers
Timely divert customers away from the fire scene. When guiding guests to leave, restaurant staff should be calm, decisive and calm. For some guests with limited mobility, they should immediately help to ensure the safety of guests’ lives and property.
- Actively self-help
The service personnel should actively do some fire-fighting and rescue work within their power to minimize the loss as much as possible.
- If there is a local small fire, it should be reported to the superior department of the company in a timely manner (within 24 hours). If the fire is serious, it must be reported to the superior department of the company by telephone at the time, and the incident will be reported in writing afterwards.
05
sudden fight
In the event of a fight in the store, the handling steps are as follows:
If a fight occurs between employees of the company, it should be stopped in time, and the cause of the incident and the responsible person should be sent to the relevant departments for processing. At the same time report to the higher authorities.
If there is a fight between customers in the restaurant, you should guide other customers next to you according to the situation, guide the customers next to you to spend in other areas, keep the documents as much as possible, and let the customers pay. If the customer fails to pay due to special circumstances at that time, the store manager is responsible for handling and reporting.
At the same time, call 110 in time to call the police, protect the scene, and hand over to 110 for processing.
Report to higher authorities.
06
Sudden power outage, water outage
In the event of a sudden power outage or water outage in the store, the handling steps are as follows:
> > power failure >
Report to the superior department in time.
Contact relevant units to understand the reasons for power outages and water outages. If there is a power outage or water outage, you should contact the relevant units in time to understand the reason for the outage. If the power outage is only in the building where my shop is located, you can find the landlord to solve it; if it is the cause of the power bureau, the entire area is out of power, and you should know when to call.
Seek solutions. Usually, you should have a good relationship with the electric power department. In case of power failure, you should borrow a generator car (power not less than 200 kilowatts) for emergency. After the power outage, try to keep the business open. If the work cannot be completed, you can contact the adjacent branch and ask for help, such as transferring steamed rice from the branch.
To ensure the lighting of the business area, if the power supply is temporarily unavailable, the business area can be reduced, candles can be lit in the business area in time, and reception as usual. The kitchen can be compressed to produce as much as possible to ensure the sales of fast food and rice noodles. In summer, when the temperature is high (over 35°C), customers should be stopped in time when it is not open for business.
> > water cut off >
In case of a sudden water stoppage, immediately contact the relevant unit to inquire about the water supply time, and contact the adjacent branch in time to allocate steamed rice.
At the same time, you can contact the fire department to provide water; you can also organize employees to pick up water in the staff dormitory or a nearby place to ensure business as usual.
The side dishes provided with fast food are inconvenient to clean due to lack of water. Vegetables (such as winter melon) can be used without cleaning and can be used after peeling.
Because it is inconvenient to clean the tableware without water, use disposable tableware as much as possible.
In addition, employees can also be organized to take vegetables to the dormitory or a nearby place with water to wash.
The toilet needs to prepare special buckets and scoops, prepare water for flushing the toilet and arrange for a special person to be responsible, and the wash basin should prepare special water for washing hands.
07
Sudden large-scale emergency
In the event that a large number of employees are suddenly at work in this unit, the processing steps are as follows:
Organize other employees to work overtime to replace the work of the disabled employees.
Report to the higher-level department in time, and recruit staff from other stores to replenish.
Take the initiative to understand the reasons for the failure to work.
Seek solutions.
If you have difficulties in solving it yourself, contact your superiors for help in a timely manner.
08
Suddenly received a customer complaint about food poisoning in our store
When the person in charge of the store receives a customer poisoning incident, he should immediately inform the customer about the meal time and the variety of consumption.
Ask the customer to show the hospital diagnosis certificate, and the person in charge of the store will read the content of the diagnosis certificate in person.
At the same time, inform the customer of the company’s handling method in the shortest time, and consult the customer’s opinions. If the customer makes a claim for compensation, the customer must be informed immediately that the company will have a satisfactory answer.
The person in charge of the store immediately organized personnel to test the corresponding varieties of the customer’s consumption time period, and at the same time brought the customer’s hospital diagnosis certificate to the hospital to understand the specific cause of the customer.
When it is determined that the poisoning caused by the customer is not the product of our store, contact the customer and inform the customer of the test result, and welcome the customer to test the food again and go to the hospital for re-examination. If it is the reason of our store, report the situation to the company leader, and contact the customer to negotiate a solution.