In catering services, there are not always routines such as ordering, serving, and billing, but there are often emergencies or special requests from customers, which require waiters to have sufficient adaptability.

They are young and do little work, and sometimes they can’t handle well with conditioned reflexes. This requires catering managers to train more on emergency response strategies in their daily lives. The following 16 "how to do" catering services, hope It is helpful to the daily service of catering.

ONE

What should I do when a guest asks the waiter to drink?

1. It should be explained to the guests that they will not drink, and that they are not allowed to drink during work, and politely declined the kindness of the guests.

2. If the guests repeatedly persuade them to drink, the hospitality is difficult. In order not to affect the mood of the guests, first take the wine and tell the guests to drink later.

3. At the same time, take another cup for the guests, pour the wine and pass it to the guests, and thank the guests, please drink slowly.

TWO

When a guest asks a question,

What should I do when I am not sure?

1. When you encounter questions that you don't understand or don't know, and are not sure to answer, please wait for a while and ask the relevant department for advice or inquiries before answering.

2. If the question raised is more complicated and if it is not clear all of a sudden, reply to the guest after it is clear. If you still cannot answer after hard work, you should give the guest a reply, explain patiently, and apologize.

3. For questions raised by guests, you cannot use words such as "I don't know", "I don't understand" or "I think" or "may" to answer the guests.

THREE

The guest has sad things,

What should I do when I am in a bad mood?

1. Carefully observe and master the psychological dynamics of the guests, and do a good job of service.

2. Try to meet the requirements of the guests, and the guests should do it for him as soon as possible.

3. The attitude must be kind, the service must be patient, and the language must be concise.

4. Use honorifics to comfort the guests, don't chatter, so as not to disturb the guests.

5. To be sympathetic to the misfortune or sadness of the guests, and not to gather together to discuss, ridicule, instruct guests, or talk and laugh out loud.

6. Report to superiors in time, and take appropriate precautions when necessary to ensure the safety of guests.

FOUR

Due to our equipment problem

What should I do when the guest is injured?

‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍‍1. After knowing what happened, you should comfort the guests immediately (if it is a minor injury, you can take measures in time), and immediately report to the leaders above the ministerial level.

2. To express our uneasiness and apologies to the guests for what happened, such as: "Mr. ** (Miss), I am sorry, we are very upset because of our negligence in work, which caused you to be injured. Please forgive me.", " Are you better now? Please take a good rest, and if you have, I wish you a speedy recovery."

3. Give special care to the customer in terms of service.

FIVE

Guest is talking

What should I do when I need to find him in a hurry?

1. The guest is talking. When we are looking for him in a hurry, we should not interrupt the guest's conversation recklessly. We should stand beside the guest politely and keep our eyes on the guest we are looking for.

2. Customers will generally realize that you have something to find him, so they will take the initiative to stop the conversation and ask you. At this time, they should first apologize to other guests: "Sir (Miss), I'm sorry, I will disturb you." Ask the guest to tell the reason for looking for him.

3. Be concise and concise when speaking. After the guest responds, apologize to other guests: "I'm sorry, I disturbed you." Then leave politely.

SIX

When listening to work calls

What should I do when the guests come in front of me?

1. When you are listening on the phone and a guest comes in front of you, you nod your head to greet the guest and ask the guest to wait for a while.

2. At the same time, end the call as soon as possible, so as not to make the guests wait for a long time and cause boredom.

3. After putting down the microphone, first apologize to the guests: "I'm sorry for keeping you waiting."

4. You can't ignore the guests just because they are listening to the phone and the guests come in front of them and ignore them.

SEVEN

Accidentally damaged while working

What should I do with the guest's stuff?

1. We should be cautious when picking up the table top or moving the chair, especially the things placed by the guests are generally not moved. When it is necessary to move, we should also greet first, and handle it with care.

2. If you accidentally damage your belongings, you should apologize immediately.

3. Reflect truthfully to your superiors and take the initiative to admit your fault to the guests: "I'm really sorry, because you accidentally damaged your things and caused you to suffer losses, I really feel sorry."

4. Solicit the opinions of the guests. When the guests demand compensation, they should pay compensation according to the specific circumstances.

EIGHT

 In service,

What should I do when I am in a bad mood?

1. At work, no matter how good or bad you are, you should be warm and courteous to your guests.

2. Some people may encounter some things before going to work and make them feel very unhappy, but no matter what the situation, they should forget their private affairs, put their energy into work, and often reflect on themselves and whether they do it in service To smile and make a pleasant impression.

3. As long as you remember the word "polite" at all times, you will be able to grasp your own words and deeds during the service process and provide customers with high-quality services.

NINE

In service work

What should I do when there is a small error?

1. In the process of serving guests, as a service staff, we must take a serious and responsible attitude and do our best to make the work perfect and appropriate to avoid errors and accidents.

2. But when there is a small mistake, if the guest is present, first apologize, and then take remedial measures in time.

3. Afterwards, you must carefully search for the reasons, learn from experience and lessons, and avoid similar mistakes.

4. Any mistakes that occur cannot be concealed. If you can't solve it by yourself, you should ask your superiors immediately to avoid major accidents.

TEN

What should I do when a guest has objections to the bill?

(1) Checkout is an important part of our entire reception work. This work should be done well, so that guests can come with joy and return with satisfaction, and make the whole reception work more perfect.

(2) We have to check the guest bills, find errors, and correct them in time.

(3) Sometimes the actual cost on the bill will be higher than the guest's expectation. When the guest expresses doubt, we should explain patiently to let the guest understand that the expense is reasonable.

(4) If there are errors or omissions in the expenses on the bill, we should apologize when the guests raise them and check and correct them at the checkout office.

ELEVEN

What should I do when I encounter a difficult client?

1. Service work is the work of dealing with people. The customers encountered are often more complicated. Due to the different personality, cultivation, class, age, gender, etc. of the guests, the guests will encounter unsatisfactory things from time to time and feel unhappy, sometimes Will be particularly picky about our service work.

2. The waiter should try to figure out the guest's psychology in the daily service work, master the guest's personality and life characteristics, and pay more attention to serving the guests warmly, courteously, proactively, and thoughtfully, and strive to do the service work before the guests speak.

3. Through detailed understanding of various aspects, careful observation and analysis of the reasons why guests make things difficult, in order to do a good job of serving guests.

4. Pay attention to keeping a calm attitude, treat each other with courtesy, treat guests modestly, be strict with yourself, and apologize.

TWELVE

The guest proposed to us

What to do when criticizing opinions?

1. Customers who criticize us, most of them are out of love for our company and are in good faith. If the customer criticizes ourselves, the waiter should listen with a humility, accept it sincerely, and apologize for their shortcomings, and Correct it immediately.

2. If the guest makes a misunderstanding, he should give a patient and meticulous explanation at the right time, strive for the guest's understanding, and must not rush to defend before the guest is finished.

3. If the customer criticizes others or other departments, the waiter must also accept it with an open mind. In the eyes of the customer, every employee in the restaurant represents the entire enterprise. Criticism is indifferent or shirking responsibility.