69 tips for handling emergencies in hotel restaurants
In some relatively developed cities, there are definitely not a few restaurants with crowded shops and an endless stream of customers. This also shows that the catering industry is booming, bringing convenience, satisfaction and enjoyment to the public, and gathering a lot of wealth for the society. There are two sides to it, and we cannot ignore those worrisome situations.
01. What should I do if a sick guest is found during the meal opening:
(1) Do not move guests without authorization
(2) Immediately notify the superior
(3) With the consent of the relatives, immediately call the 120 emergency number
(4) Try to avoid disturbing other dining guests in the restaurant
(5) Know the number, location and arrival time of the nearby hospital ambulance fleet
(6) At the request of relatives, help guests to solve problems.
02. What to do when disabled customers come to the restaurant to dine:
(1) The seats can be arranged in inconspicuous places or near the entrance of the restaurant
(2) Do not cast strange eyes
(3) Provide convenience for guests at any time
(4) Take the initiative to inquire and try to meet the requirements of the guests
03. One of the guests at a table drank too much, and the gentleman wants to add alcohol. What should I do:
(1) The judgment must be accurate
(2) If the guest is drinking too much, you can suggest him to drink some non-alcoholic beverages
(3) Take the initiative to provide services such as small towels or tea refills
(4) If you are not sure about the judgment, ask your superior to help you deal with it
(5) For drunk guests, the service should be more careful and careful, especially in terms of language
(6) Obtain the consent of the guests at the same table to take the wine. Do not take the initiative to open it after taking it back. It is better to open it for the guests at the same table and let them pour the wine.
04. What to do if the waiter sprinkles soup on the guests during the service:
(1) The waiter should not panic first, put the dishes in his hand on the serving table first
(2) Apologize to guests
(3) Find a clean wet towel and wipe it for the guests
(4) If the situation is serious, report to the superior
05. What should the guests do if they find foreign objects in the dishes during the meal:
(1) First of all express sincere apologies to the guests
(2) Immediately replace for guests
(3) Report to the superior, the restaurant manager can come forward to apologize to the guests
(4) If the guests put forward non-point requirements, we must be flexible, pay attention to language art, and try our best to meet them.
(5) Try not to let the hotel suffer greater losses as much as possible
06. What to do if the guest leaves the restaurant without checking out after finishing the meal:
(1) Politely say: “I’m sorry, sir, I forgot to settle the bill with you.” Saying this makes the guest feel comfortable, even if the guest wants to escape the bill, he is embarrassed
(2) The guest has already walked to the bar, you can tell the guest that the bar is over there
07. During the operation, the guests’ dishes are knocked over, what should I do:
(1) Sincerely apologize to the guests: “I’m really sorry, I made a mistake and knocked over your dishes, I’ll make up for you right away.”
(2) Billing and placing orders quickly
(3) Apologize to the guests before serving, and ask the guests to forgive
(4) Reporting to superiors
08. What should I do if the guest damages the tableware during the meal:
(1) Do not scold or reprimand guests
(2) Immediately replenish clean tableware for guests
(3) Quickly clean up debris
(4) For guests who intentionally damage the tableware, compensation shall be made according to the hotel regulations
(5) If necessary, report to relevant departments to assist in processing
09. What to do if the guest asks to toast the guest:
(1) Explain politely to the guests: “I’m sorry, thank you for your kindness, but our hotel has regulations that you can’t drink during working hours.”
(2) consciously avoid
(3) If the guest keeps pestering you, you can ask your superior to help you deal with it
10. What to do when a guest speaks impolite language:
(1) Do not quarrel with customers
(2) Seriously and generously said to the guests: “I’m sorry, sir, did I do something wrong to make you angry?”
(3) If I do something wrong, you can bring it up to me, I will accept it humbly and correct it
11. What to do when a guest gives a tip:
(1) politely decline, thank the guests for their kindness
(2) Accept it if you can’t refuse, but report it to your superiors
12. What should I do if I serve the wrong dish:
(1) Take the initiative to greet guests
(2) If the guests have not yet moved the dishes, they should actively seek the opinions of the guests, and withdraw the dishes after obtaining consent.
(3) Return the withdrawn dishes to the kitchen, and the dishes will be passed on by the passer upon approval.
(4) If the dish has been moved, politely say to the guest: “It’s my fault that the wrong dish was served. How do you think the dish tastes? If…”
13. What should I do if there is a dispute between the guest and the guest:
(1) Patiently explain and greet both parties
(2) In a very short period of time, try our best to solve problems for customers
14. What should I do if the guests deliberately “find faults”:
(1) First learn to be angry
(2) Patience
(3) Use your language skills and service attitude to influence guests
(4) Do not argue with the guests and make the guests feel embarrassed
15. When the restaurant is full and there are many waiting guests, what should I do:
(1) Steady guests, greet them warmly, and tell them about meals and discounts
(2) Arrange waiting seats, deliver fruits and tea
(3) Greet the guests at the right time
(4) Arrange guests in the order of waiting for meals
16. The guests are not satisfied with the table reservation, what should I do:
(1) Timely adjustment under permitted conditions
(2) If you cannot adjust the table, you should patiently persuade the guests to sit down first, eat some fruit and drink some water
(3) As soon as there are vacancies, immediate arrangements will be made
17. When the restaurant is almost full, and the guests don’t like the remaining seats, what should I do:
(1) Persuade guests to sit down to eat some fruit and drink some water
(2) Immediately arrange if there are vacancies
(3) If you encounter unreasonable customers, try to help solve them
(4) Reporting to superiors
18. When the guest was dining, a few friends came. The guest proposed to change the countertop. What should I do:
(1) Never complain, complain or be troublesome
(2) Immediately start preparations to meet customer requirements
(3) If it is not possible to change to a larger countertop, patiently persuade the guests to squeeze first, and as soon as there is a large countertop, arrange it immediately
19. What should I do if the guest proposes to withdraw the food during the meal:
(1) First of all, guests should be advised to eat more
(2) It is recommended to pack it
(3) If the guest insists on withdrawing the food, he should explain the principle of the restaurant to return the food (you can return it if it is not cooked, but it cannot be returned after it has been cooked)
20. What should I do when I meet an acquaintance for dinner:
(1) Treated like other guests, warm and polite service
(2) You cannot sit and drink and eat together
(3) No special care or discount is allowed
(4) Ordering and checkout should be operated by other waiters
21. The guests reflect that the taste of the dishes is not as good as before, what should I do:
(1) Patiently explained to the guests: “Sir, our current processing procedure is the same as the previous processing procedure, maybe our chef missed today.
(2) Thank you for your opinion, I will report to the superior immediately
(3) Welcome to your next visit, I hope you will be satisfied with the quality of our dishes when you come next time
22. What should I do when the guest acts as a hooligan:
(1) Do not quarrel with the guests, try to avoid them
(2) Reporting to superiors
(3) Report to “110” for help when necessary
23. What to do when a guest proposes a discount:
(1) Please patiently explain to the guests that we have not launched preferential activities during this period of time, please forgive me.
(2) If the guest must offer a discount, please ask the superior. (If you can get a proper discount, you can discount a little bit, and you must follow the financial regulations)
24. What should you do if a guest invites you to go out to play after dinner?
(1) First of all express gratitude and apology to the guests
(2) Explain politely
(3) Know how to respect and love yourself
25. What should I do if the guest accidentally falls?
(1) Quickly help the guests to help them up
(2) Ask the guest if he has a pain in the fall, if he is going to the hospital, and if he needs help
(3) If the guest needs to be sent to the hospital, please ask the leader for instructions
26. What should I do if the guest’s wallet is stolen during the meal:
(1) Stabilize the emotions of the guests, please do not worry, we will assist in the investigation
(2) Reporting to superiors
(3) Report “110” if necessary
(4) Checkout can give discounts
27. The guest asks to give him a dish for free, what should I do:
(1) Report the customer’s request to the superior
(2) After obtaining consent to deliver the food
28. What should I do if I offend the guests due to improper words:
Apologize sincerely to the guests: “I’m really sorry, I made you angry, please forgive me, and you are welcome to give me valuable comments, so that I can correct them in the future.
29. What should a guest do if he wants to ask for a VIP card:
Explain politely to the guests: “At present, the company has not sent VIP cards. Once the event starts, I will leave one for you and leave your contact information, okay?”
30. When the business is very good, what should the customer do if they complain that our service is not good:
A sincere apology to the guest:
(1) “Sir, our business is very good today. Maybe we are not staffed enough and the service is not thoughtful enough. Please forgive me.”
(2) “Can I do something for you now?”
31. What if the customer orders the dishes on the menu and the supply of raw materials is insufficient:
The waiter should greet the guest politely: “I’m sorry, this dish is sold out, can you change another dish?” Be sure to use your language skills, otherwise it will have bad effects.
32. What to do when a guest grabs a table reserved by a guest:
Patiently explain to guests:
(1) Sorry, sir, this table has been reserved;
(2) If it exceeds the predetermined time, we will make another arrangement. Could you please wait for a while?
33. The number of guests is small and it is necessary to sit at a large table. What should I do:
(1) Euphemistically explain to the guests and try their best to meet the requirements of the guests;
(2) Never force guests to sit at a small table
34. What to do if the guest has questions about the bill:
(1) First, ask the guest to check the bill
(2) If the guests still have doubts, please wait for a while and ask the cashier to check at the bar.
(3) If it is indeed the cashier who made a miscalculation, he should take the initiative to apologize to the guest
35. What should I do if I miss pork for a “halal” guest:
(1) Quickly change dishes and sincerely apologize to the guests
(2) Reporting to superiors
(3) If the guest is very annoyed, we must explain patiently
(4) Finally, appropriate preferential treatment is given
36. What should I do if the guest leaves after the meal and finds the guest’s leftover items:
(1) If it is found in time, it is necessary to call the guest in time and return it to the owner
(2) If the guest has left the hotel, it should be handed over to the superior and registered
37. The guest complains that the tableware is dirty, what should I do:
(1) Immediately change to clean tableware with guests and apologize
(2) If you are not satisfied with changing the tableware, change it until you are satisfied.
38. What should I do if a guest makes a loud noise and affects other people’s dining:
Greet the guests politely: “Excuse me, can you speak a little softer?”
39. What should I do if the wine ordered by the guest is delivered to the table:
(1) Take the initiative to solicit the opinions of the guests before opening the wine
(2) Do not open it as soon as it is delivered
(3) If the guests order a lot of drinks, do not remove the empty wine bottles used up by the guests, but put them aside so that they can be counted at the checkout.
40. The guests do not want the wine that has been opened, what should I do:
(1) The operating procedure has been violated
(2) In this case, replace the customer unconditionally
41. The customer complains about the quality of the dishes, what to do:
First of all, ask the kitchen to check whether there is any quality problem. If there is, apologize to the guests, and replace the guests with dishes of the same price unconditionally. If not, explain it to the guests tactfully.
42. What should I do when the guest appoints a waiter to serve:
(1) The waiter first reports to the foreman or manager
(2) Follow instructions and assignments
43. What to do if the guests want to return the dishes that cannot be returned:
(1) Explain patiently and explain the reason why you cannot return
(2) It is recommended to pack and bring back
44. What should I do if the guest suddenly loses power while dining?
(1) First of all, be calm and not panic
(2) Comfort the guests
(3) Tell the guest that the engineering department is maintaining
(4) Immediately take out candles and light them to stabilize the mood of the guests
45. What should I do if the tea master pours tea and scald the guest:
Sincere apology to get the understanding of the guests, if the burn is serious, you need to go to the hospital for treatment, if it is not too serious, you will also help the guests.
46. What should I do if the guest reflects that the water for making tea is not open:
Apologize sincerely to the guests, and immediately replace the guests and make them again, and the tea master should be held accountable afterwards.
47. What to do when the customer asks about the secrets in the store:
A polite answer: “I’m sorry, I don’t know much about this.”
48. What to do when a beggar or a mental patient enters the store:
(1) In principle, stay out of the door and do not give money or goods
(2) Handle special situations flexibly and send them away as soon as possible
49. What should I do if there is a work error and the customer does not pay the bill:
Say politely to your guests:
(1) “The work error is my fault. I accept the hotel’s handling. Sir, please check out.”
(2) Report to the superior, the manager will come forward to explain, and give preferential treatment
50. What should I do if a guest wants multiple VIP cards:
Tell the guest that a guest can only get one. If your friend comes, we will provide it to him as long as it meets the application requirements. Thank you for your cooperation and welcome.
51. What to do if the guest insists on seeing the manager:
Immediately notify the manager
52. What should I do if the guest deliberately delays the time to occupy the table:
(1) First ask the guest if he needs to add something else, if the guest doesn’t need it, he can say: “Can I pay for you?
(2) If the customer does not need to pay the bill, then let nature take its course and the service attitude remains the same
53. What to do if the guest does not admit to adding alcohol:
(1) First, help the guests to recall the process of adding vegetables and drinks, and patiently explain the process.
(2) If the guest refuses to admit it, we can only admit that we are unlucky
(3) In case of unreasonable guests, wait for the hotel’s confirmation and consider yourself unlucky
54. The guests are unwilling to wait for the meal, what should I do:
First, you can give a waiting card and tell the guests: “You can get a discount when you pay for the order.”
55. What should I do if the guest takes the towel away after the meal:
Explain politely to the guests: “Sir, I’m sorry, do you like this towel? If you like it, we can give it to you as a souvenir.”
56. After the customer has eaten, they want to take the menu away. What should I do:
Euphemistically explain to the client:
(1) Our hotel has regulations that the menu cannot be taken away
(2) Menu We need to audit our finances
(3) If you want to keep as a souvenir, we can send you our promotional materials
57. The bar invoice has been used up, and the guest wants an invoice, what should I do:
(1) Euphemistically explain to the guests
(2) Write a proof to make up next time
(3) Please understand
58. The guest has paid the bill and is leaving the hotel. The bar suddenly finds that the money is underpaid. What should I do:
(1) If the checkout is wrong, the bar and the waiter are fully responsible
(2) If the amount of underpaid money is not large, it should not be recovered.
(3) If the amount is large, a sincere apology should be made to the guest
(4) If the guest is unwilling to pay or is angry, take the opportunity and ask the boss for help
59. What to do when guests bring pets into the hotel for meals:
Sir/Madam, I’m sorry, it’s not easy to bring pets into the restaurant, can we keep it for you? (Packed in a carton and placed in the designated location)
60. What should I do when the customer says the restaurant has a peculiar smell:
(1) Please, I’ll go get some air freshener and spray it, okay?
(2) I’ll open the window right away, okay?
61. Children run around, what should I do:
Hello, our hotel is relatively large. I am afraid that you will be in a hurry if you can’t find your child. Please take care of your child.
62. What should I do if the guest forgets the reserved box:
(1) Ask which Mr/Ms the guest made the reservation and ask for the phone number to help the guest find the reserved box in the shortest time.
(2) “Hello, may I ask which Mr/Ms made the reservation and which box is he in. Would you like to make a phone call? There is a phone number here.”
63. What to do when a guest orders a dish that is not on the menu:
(1) If you can’t refuse the guest immediately, you should ask the guest to wait for a while, and immediately go to the kitchen to ask if it can be made
(2) If conditions permit, try to meet the needs of guests
(3) If it is confirmed that it cannot be made, please understand and try to order similar dishes for the guests.
64. What should the customer do if they order drinks that the store does not have?
(1) First of all, try to recommend the type, origin, degree, and wine similar to that kind of wine to the guests.
(2) If the guest insists, report it to the superior, and purchase it from the nearby shopping mall in time to meet the guest’s request.
65. The customer said that we add water to our freshly squeezed juice, what should I do:
(According to the situation) Freshly squeezed juices generally do not add water, but special juices must be added with water, such as carrot juice, kiwi juice, etc.
66. The guest paid the deposit when ordering the meal, but the guest forgot to bring the receipt that day, what should I do:
When ordering a meal, sometimes a deposit should be charged in order to implement it. At this time, the guest should be brought to the cashier to collect the payment and make a detailed registration. Write down the deposit *** yuan on the order form, and explain the function of the receipt to the guests. It is best to put the words “this one is a cash receipt, if it is lost, it will not be replaced”, etc., to remind the guests that if the guests forget to bring the receipts during the meal, they should first ask the guests to pay according to the amount due, and then complete the registration. Wait until the customer finds the documents or issues a certificate before trying to get a refund.
67. What should the waiter in charge of the main table do when the guest of honor or the host leaves the table to speak:
The waiter in charge of the main table should pay attention to filling the wine glasses of each guest when the guest of honor and the host leave the table to speak. Get up, stand on one side; the end of the speech of the guest and host is delivered quickly, so that the guest and host can toast; when the guest and host of the speech go to another table to toast, the waiter should bring the wine at the same time and pour it for it; when the guest toasts Back to your seat, you should take care of being seated.
68. The banquet is temporarily reduced, what should I do:
The banquet is temporarily reduced. If the banquet standard is not high and the number of people reduced, the waiter should try to persuade the guests not to return the dishes. Because the chef has prepared the ingredients or processed the dishes into semi-finished products before the banquet, banquet dishes are different from other dishes, and it is difficult to sell if they are cancelled. However, if the banquet standard of the guests is high, the number of people is reduced, and the waiter does not agree with the request for the reduction of dishes, it is easy for the guests to have opinions. In this case, the waiter immediately asks the manager to discuss with the kitchen, appropriate reduction, and deduct the meal fee for the reduced number of people when checking out.
69. The customer proposes that the dish has deteriorated, but it has not deteriorated after the chef’s identification. What should I do:
(1) You should take the initiative to apologize, and quickly send the dish to the kitchen to be identified by the chef. After the chef has identified that the dish has not deteriorated, the waiter should not only ask the chef to heat it up and send it back to the guest, but also explain to the guest with a sincere attitude. Explain that this dish has been identified by the chef and confirmed that it has not deteriorated, the dish has been heated, please taste it, and please give more valuable opinions, and take the initiative to ask the guests what they need to serve
(2) If the guests can insist on their own opinions, they should ask the leaders to come forward and solve them properly.