What are the skills of restaurant service-knowledge of restaurant service (2)

3 1. What should a guest do when he meets a friend at the next table and asks to be seated?

In this case, the sister of the restaurant should be as convenient as possible to the guests, meet their requirements as much as possible, inform the room service department of the transfer of guests in time to avoid the wrong food, and set the table for the guests again.

32. What should guests do when they bring their own food for processing?

For the sake of the reputation of the restaurant, the young lady 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 a guest do when he proposes to cook in his way?

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

34. What should a guest do if he is drunk?

When the guest shows signs of drunkenness, the restaurant sister should politely refuse to add more drinks for the guest and ask his sober friends to help persuade him; Give guests hot towels and some hot tea or mineral water; If you vomit, you should clean up the dirt in time and keep the table clean; If guests drink and make trouble in restaurants or private rooms, they should report to the restaurant manager and security department so as to take corresponding measures.

35. What if the guest suddenly feels uncomfortable while eating?

The sister in the restaurant should take good care of the guest and let him rest on the sofa. If the guest is in a state of shock, don't carry his body easily and call the hospital in time. When the doctor arrives, assist the doctor to send the guests out of the restaurant to a nearby hospital to avoid accidents; Keep the tableware used by the guests for on-site inspection.

36. What should the waiter do when the guest is talking?

When the guest is talking, but the sister of the restaurant has questions for the guest, she must not interrupt the conversation at will, but should stand aside politely, wait for the gap between the guests' conversations, apologize before asking the questions, and express her gratitude after asking the questions. For example:? Sorry to bother you, but I want to ask you a question. Thank you! ?

37. What if the guest is talking and can't serve the guest normally?

The waiter in the restaurant should not interrupt the conversation between the guests at will, but should stand by and wait politely, prepare the tableware that needs to be replaced and the dishes that need to be served, and serve and change the tableware quickly after apologizing during the conversation.

38. What if the guest throws cigarette butts and other sundries on the carpet when eating?

This lack of basic quality of guests will affect the grade and image of the restaurant. The elder sister of the restaurant should remind the guests to use the ashtray in time and replace it in time with gentle service language. But be sure to pay attention to language skills, so as not to hurt the self-esteem of guests. You can gently remind the unconvinced guests that this behavior requires compensation for the damage to the restaurant facilities.

39. What should I do if I accidentally spill food or drink on my guests during the service?

When providing food or drinks, the younger sister in the restaurant should politely remind the guests to avoid accidentally spilling vegetable juice and drinks on the guests. If you accidentally spill it on the guests, the little sister in the restaurant should sincerely apologize to the guests and try to clean it up immediately. In serious cases, you can invite guests to have a rest in the spare room, send the changed clothes to the laundry room, clean them for free and return them quickly. Don't take too long, tell customers to eat safely in time.

40. While eating, the guest accidentally knocked over the water glass. What should I do with the glass?

The young lady in the restaurant immediately cleaned up, drained the drinks on the table with napkins, then spread the water-stained place with clean napkins of the same color, then changed a cup for the guests and filled them with drinks. Pay attention to using mild evidence to comfort guests, such as? Hello, customer, did I burn you? I'll clean it for you right away. ?

4 1. What if the guest damages the tableware?

Guests generally don't mean to damage the tableware in the restaurant. The sister in the restaurant should be polite and polite to comfort the guests, but don't blame them. First, help the guests clean up the broken tableware, and explain the compensation price of tableware to the guests in time, and claim compensation from the guests as appropriate. If the guest refuses to pay compensation, he should report it to the restaurant manager. For example:? Are you okay? I scared you. Cups are not expensive, each 10 yuan. The most important thing is that you are not hurt. ?

42. What should I do if the restaurant is about to close and there are guests eating?

At this time, the young lady in the restaurant should pay more attention to the service to the guests, and should handle the tableware carefully to avoid making any noise. Before leaving work, the kitchen should ask the guests if they want to add more food. It is not allowed to turn off the lights, vacuum and clean the tableware to urge the guests to leave someone to serve them.

43. What should I do if the guests need to pack the leftover food after eating?

After the guests have finished eating, the younger sister in the restaurant should politely ask the guests if they need to pack the remaining food. If the guests require packing, they should serve the guests as soon as possible, and pack the remaining dishes into boxes and put them in environmentally-friendly packaging bags for objective people to take away.

44. What should a guest do if he leaves leftover food and asks to keep it for him?

The younger sister in the restaurant should politely explain to the guests that food is perishable and it is best to use it as soon as possible, and suggest and assist in packing it for the guests to take away. If the guest really has something he can't take with him, he should explain that the food has expired and is not fresh, so it is not convenient to keep it for him. Please forgive me.

45. What if the guest asks to keep the remaining drinks for him?

For the wine that is not easy to deteriorate, the younger sister of the restaurant should enthusiastically provide convenience, ask the company and name of the guest, carefully hang the record card on the bottle, put it back in the wine storage place for safekeeping, know the time of the guest's next visit, and make a good registration. If it is beer and wine with the bottle cap open, it should be explained to the guests that this wine will deteriorate quickly after opening the bottle, which is not convenient for the restaurant to keep. It is recommended to eat after the meal.

46. What should I do if the guests have a long meal and ask for hot dishes?

The little sister in the restaurant must not look unhappy, and should immediately provide warm-up service for the guests, always maintain a good service attitude and provide quality service for the guests.

47. What should I do when I find that the guest has left his things in the restaurant?

For the items left by the guests, the young lady of the restaurant should keep them properly, report to the foreman or restaurant manager, and make records so that the guests can come back and look for them. If customers still don't return to the store to look for items after the restaurant closes that day, they should report to the restaurant manager and give the items to the lost and found department.

48. What should I do if there is a quarrel or fight between the guests during the meal?

If the young lady in the restaurant has found the signs in advance, she should try to isolate the guests and provide them with services to distract them. If the guests quarrel, the younger sister of the restaurant should come forward to stop and isolate the guests, report to the supervisor, restaurant manager or security department immediately, and put the tableware and wine utensils on the table on the workbench or try to remove them to prevent danger.

49. What should I do if I know before the banquet that some guests are halal or vegetarian?

The younger sister in the restaurant should immediately ask the banquet organizer if it is necessary to prepare some halal or vegetarian dishes. Arrange guests as soon as possible after obtaining consent.

50. What if a guest suddenly loses power while eating?

The little sister in the restaurant should keep calm, try to stabilize the mood of the guests and try to persuade them not to leave their seats; Light the spare candle, turn on the spare power supply, and call the maintenance department in time to pay close attention to the guests' movements; When there is a power outage, outsiders are temporarily not allowed to enter the restaurant; Patrol the restaurant after the phone call and apologize to the guests.

5 1. What should I do if a guest falls down in the restaurant?

If a guest falls down in the restaurant, the young lady in the restaurant will immediately come forward to help the guest and ask him about his injury and whether he needs a doctor. Debris or oil and water stains on the ground should be cleaned up in time. If the floor is inconvenient to clean immediately, please put anti-skid signs to remind guests.

52. What should the guests do at the end of the meal?

First of all, you should make sure that all the dishes on this station are served. If the guests are talking about sex, they can provide them with tea and inform the cashier to print out the bill so that the guests can provide services immediately when they signal to check out.

53. The guests are still eating, but soon another round of customers is ready to eat. What should I do?

The young lady in the restaurant can prepare the tableware for the next round of reception service first. In the preparation work, pay attention to the light action, don't affect the guests' dining, and don't let the current guests misunderstand that the waiter is urging; When the guest leaves, check whether there is anything on the seat.

54. What should I do if the guest asks to take a photo with my sister in the restaurant during the service?

During the service, when guests take photos while pouring wine, tea and serving food, the younger sister of the restaurant should continue to work, but keep calm and concentrate, so as not to affect the service quality. Some guests will ask to take a photo with their little sister after dinner in the restaurant. They can generously accept and invite an extra colleague to accompany them without affecting the service.

55. What if western guests are not proficient in using chopsticks when attending a banquet in China?

When western guests order Chinese food, they can place western tableware, such as main knives, forks and spoons, as appropriate. You can also ask the guests whether they need to cancel Chinese tableware according to their specific conditions, and pay attention to providing convenient meals for the guests in time.

56. What should I do if I knew it was a birthday party before the party started?

If the guest has a birthday, according to the hotel practice, we can provide congratulations dishes, flowers, birthday cakes and play birthday greeting music.

57. What should I do if the guest asks to sign the bill but doesn't have a VIP card?

The younger sister of the restaurant should politely ask the guests to wait a moment and contact the front desk immediately. If it is found that the guest really belongs to the customer who can sign the bill, you can agree to sign the bill. If it is found that the guest does not have this right, he should politely explain to the guest and ask the guest to settle the bill in other ways.

58. What if the guest leaves without paying the bill?

At the end of the meal, customers should pay attention to providing checkout service at any time. Usually, few guests deliberately fail to pay their bills. If they find that the guests have left the restaurant without paying the bill, the younger sister of the restaurant should immediately pursue or call the assistant manager of the lobby to inform the customers of their physical characteristics and ask them to be polite. Explain the situation quietly and ask the guests to pay. This can take care of the guest's face and make the guest not embarrassed.

59. What should I do if the guests have opinions and are unwilling to pay the price increase when the variety of dishes suddenly rises in price?

Regular customers in restaurants usually know the price of seasonal dishes like the back of their hands. If they suddenly raise the price, they will definitely ask the young lady in the restaurant questions and even refuse to pay cash. When the sister of the restaurant receives such a frequent visitor, she should inform the food price that it has increased when ordering. If guests only find that the price of food has increased when they check out, it will lead to unhappiness. At this time, the sister of the restaurant should sincerely apologize to her, admit that she forgot to tell the customer that the price of food has increased, and then ask the supervisor or manager whether they can charge the money according to the price that has not increased, or appropriately reduce the extra amount, and then pay according to the price of the next meal.

60. What should guests do when they go to a restaurant to look for lost items?

First, ask the guest the number of the station he took. The characteristics of the article should help customers find it as much as possible. Please leave your contact number, name, company, etc. If found, please inform the guests or contact the security department for handling.

6 1. What should I do when a left-handed guest comes to a restaurant for dinner?

If the sister in the restaurant finds that the guest eats with his left hand, she should rearrange the tableware for him according to the principle that the left hand is convenient and suitable. If possible, try to arrange guests to eat in a place with large space on the left or a place where there is no one on the left.

62. What should a particularly picky guest pay attention to when eating in a restaurant?

The younger sister of the restaurant should be tolerant of such customers, be polite when talking with the guests, and listen carefully to the details requested by the guests. Be patient when guests complain, don't interrupt the conversation, don't argue with the guests when answering questions, and don't impose your wishes or hotel rules on the guests. Try to meet the requirements of the guests on the premise that the hotel will not suffer losses. When serving picky guests, we should pay attention to accumulate experience and try to avoid the same or similar things. We must ensure a high standard of service attitude and service level, and be consistent.

63. What should I pay attention to when dining alone?

Try to arrange the guests who dine alone in the corner, make contact with the guests as much as possible, and extend their service stay during the service period. For those who often go to restaurants and eat alone, please remember their eating habits and deliberately arrange them in fixed seats.

64. What if the guests are not satisfied with the quality of the dishes?

According to the regulations of the restaurant, if the dishes do not meet the quality standards, they must be taken back and cooked again. If the redone dishes are still not satisfactory to the guests, they should be returned or replaced. It is difficult for the elder sister of the restaurant to control the quality of the dishes, but she can handle them flexibly according to the actual situation. If guests complain after eating, they should know the situation through other channels. After confirming the quality problem, the restaurant will give the guests a certain discount or preferential treatment when charging, so as to maintain the social reputation of the restaurant and satisfy the guests.

65. What if the guest asks about something outside the business scope of the restaurant?

As a qualified waiter, the younger sister of the restaurant should not only have skilled service skills, but also have rich business knowledge and social knowledge. When a guest asks something outside the scope of business, she should try her best to answer it. When you encounter something you are not sure about or something you are sure of the answer, you should try your best to find the answer and meet the requirements of the guests as much as possible. Should be avoided as much as possible. Maybe? . ? I think? Or? Don't you know? Words like that.

66. What if the guest doesn't have enough cash when checking out?

The younger sister in the restaurant should actively consider the guests and make some suggestions, such as suggesting using a credit card or other checkout methods, or asking one of the guests to go back and get the money. When there is only one guest, the security department should be informed in time, and the security department will arrange personnel to accompany the guest to withdraw money.