How to do a good job in hotel catering service

1. What should I do if I meet a disheveled and impolite guest? After expressing to the guests in a friendly way, persuade and remind the guests with euphemistic language to abide by the rules of the restaurant and avoid disputes with the guests.

2. What should I do if I meet a guest in a bad mood? Be kind, patient and considerate, pay attention to concise language, try to meet the requirements of guests, and operate the service quickly and appropriately.

3. What should I do if I feel bad during the service? In any case, you should forget your private affairs, put your spirit into your work, and often ask yourself whether you have smiled in the service, leaving a pleasant impression on the guests.

4. What should disabled people do when eating in a restaurant? Try to provide them with convenience, don't feel strange, and treat them with special respect.

The restaurant is full, only seats reserved for tour groups. What should guests do if they want a seat? Please tell the guests politely that these seats have been reserved. If you want to eat, please wait a moment. Meanwhile, we should try our best to find seats for our guests. If the guests are in a hurry, they can order first. If there are no vacancies in the restaurant, please register and wait outside.

6. What should I do when I see a guest enter the restaurant? Welcome guests with a smile, first with respect, and ask the number of people, and then recommend the appropriate dining table to the guests according to the number of people, and pull up the chair to give up your seat.

7. What should I do if I meet a guest with a child? Baby chairs should be ready for children as soon as possible.

8. The restaurant is full. What if the guests want to eat in it? The restaurant should have a waiting area for guests, and the usher should register the waiting guests, make a friendly apology, and greet the guests to sit down and wait for dinner.

9. What if the guest suddenly feels uncomfortable during the meal? Inform the leader immediately, that is, call the doctor in the medical room for diagnosis, and keep the site for testing.

10. What should I do if I find that the guest has damaged the items in the restaurant? Clean up the sundries immediately, ask the guests if they are injured, have dinner with them, and make appropriate compensation according to the regulations.

1 1. What if the guests take away the dining room utensils without authorization? Immediately report to the shift foreman, who will politely explain to the guests and let them return it consciously.

12. What if the guest asks about the service outside the restaurant? You should try your best to explain, and try your best to solve things you are not sure about, or when you are not sure about the answer.

13. What should I do if I find a guest washing his hands after drinking a cup of tea? You shouldn't tell the guests right away, you can pretend not to see them, so that you can

In order to avoid embarrassment, the best solution is to inform the guests of the function of the washing cup in advance. If the guest has already drunk, take off the used hand washing cup and replace it with a new one with a different shape.

14. What should I do if the guests bring their own food processing? Explain the rules of the restaurant to the guests and recover the fees appropriately.

15. What should guests do if they bring their own drinks for dinner? Set up corresponding wine glasses for guests, such as whisky and other wines with ice cubes, yellow wine with hot water, and collect the use fee and service fee of wine according to regulations. But make it clear to the guests.

16. What should I do if I accidentally dirty the guest's clothes during the service? Sincerely apologize to the guests and try to clean it up.

17. What should I do if the guest accidentally knocks over the cup during the meal? Immediately dry the water on the table with a napkin, then spread a clean towel on the wet tablecloth and pour drinks for the guests.

18. What should I do if the guest has doubts about the bill and is unwilling to pay the bill? Check the accounts with the guests patiently, explain politely, and thank them after checking out.

19. What should I do if the rice is gone? Apologize to the guest, explain the reason, ask the guest to wait for a while, or ask the guest whether to use spaghetti instead. Don't tell the guests that there is no food, to put it mildly, the food is not cooked yet.

20. What if the guest gets drunk in the restaurant? Introduce some non-alcoholic drinks, such as coffee and juice, to the guests. If you are drunk and make trouble in a restaurant, you can solve it calmly, but once it is solved, you should immediately notify the leader and take the initiative to send hot tea and fragrant towels. If you vomit, clean up the dirt in time.

2 1. What should I do if I meet a sick guest while eating in a restaurant? We should take good care of it, take the initiative to ask, and arrange few but fine dishes.

22. What if the guest falls down in the restaurant? Should take the initiative to come forward to help, arrange a temporary rest for the guests, carefully ask whether the guests have fallen or bumped, contact the hospital immediately if they are serious, take measures, and check the reasons afterwards for reference.

23. What should I do when changing an ashtray for a guest? Put the clean ashtray on the ashtray to be replaced, empty it into the tray together, and then put the clean ashtray back on the dining table. To prevent flying dust.

24. What should the guests do if they leave the leftover food and drinks for the waiter to keep? We should patiently explain to our guests why food can't be stored for generations and try our best to persuade them to take things away. These drinks can be left for guests and registered. Tell the guests that the shelf life is one month, and those who fail to collect it after the expiration will be handled by themselves.

25. What if the guests who don't come often ask to sign the bill? Don't refuse the guests stiffly. Call the leader immediately. If you find the identity of the guest, you should explain it to the guest immediately. If you find that the guest can't sign the bill, you should explain it politely to the guest. If the restaurant refuses to sign the bill without signing an agreement with it, the guest should pay the bill.

26. What should I do if the guest asks to take a photo with the waiter during the service? When meeting guests, take the opportunity of the waiter to pour wine, tea and vegetables. In this case, the waiter should continue to work, but keep calm and focused, so as not to affect the quality of service. If foreign guests ask to take a photo with them, they should politely refuse. If they really refuse, they should ask an extra waiter to accompany them.

27. What should the guests do when they ask the waiter to propose a toast during the service? You should apologize to the guests and explain the hotel's rules that you are not allowed to drink during working hours. I have a mission, so I can't go. Or refuse guests on the grounds of alcohol allergy.

28. The restaurant has passed the closing time, but what if the guests are still eating? You should take the initiative to check whether the dishes ordered by the guests are all served and provide quick service. You shouldn't urge guests to leave for any reason or in any way.

29. What should I do if the guest asks to return the food? Please wait for a while. You can cancel this dish if it hasn't been processed. If this dish is already being processed, you should explain to the guests that this dish is already being processed, introduce the characteristics of this dish to the guests, invite them to taste it, and pack it for them if they are not used up.

30. What should I do if I find the menu missing? You should apologize to the guests at once, and then go to the kitchen to ask the chef's permission to make the dishes on the menu as soon as possible.

3 1. What if the waiter doesn't understand the food asked by the guest? Ask the guest to wait a moment, then consult the chef and explain to the guest in time after the inquiry.

32. What if the guests are in a hurry to eat? Introduce guests to eat some simple and quick dishes. Go to the kitchen in person and ask the chef to give priority or affix a special seal.

33. What if there is no room on the table when serving? Avoid overlapping dishes. You should take away the dishes with the least leftovers, but you must get the consent of the guests and distribute the leftovers to the guests before taking them away. Or trade a big market for a small market.

34. What should I do if the dishes are not served in the kitchen? You should close the door and never serve it to the guests at once. You should explain the reason to the chef immediately and ask the chef to serve the food on time and in order.

35. What if the waiter knows that some guests are Muslims or vegetarians before the banquet begins? You should ask the banquet organizer for advice immediately, that is, arrange the guests as soon as possible.

36. What if the guest has booked a banquet and hasn't arrived yet after the ordering time? Contact the reservation immediately, find out the situation of the guests and try to contact them.

37. What if the banquet is temporarily added? Depending on the increase in the number of people, put the corresponding tableware, and then ask the banquet organizer whether it is necessary to add dishes.

38. What should the waiter in charge of the main station do when the host leaves to speak? Before the host leaves to speak, the waiter should pour wine for each guest. When the host speaks, the waiter should hold the tray and stand behind the host and guests, adding wine to the guests at any time.

39. What if the banquet is temporarily reduced? If the banquet standard is not high and the number of people to be cut is small, we should try our best to persuade the guests not to cut down on food. If the guest's banquet standard is high and the number of people to be reduced is large, the waiter should contact the banquet salesman immediately, and the banquet salesman will discuss with the chef to reduce the food appropriately.

40. What if there is a sudden power failure while eating? Keep calm, try to stabilize the mood of the guests, persuade them not to leave their seats, light spare candles, call the engineering department in time, pay close attention to the guests' movements, and temporarily prevent outsiders from entering the restaurant when there is a power failure.

4 1. What if the guests fight and make trouble during the meal? Report immediately and try to stop it. If you don't listen to advice and continue to make trouble, report it to the Ministry of Security immediately.

42. What should the guests do when they go to the restaurant to find the left-over items? You should ask the station number and the characteristics of the goods that the guests have been sitting on, try to help them find them, and ask them to write down their names and addresses so as to contact them in time.

43. Open the menu according to the requirements of the guests. What should guests do if they are satisfied with individual dishes? You should apologize to the guests and be a good worker according to their opinions.

44. What should I do if two units book the banquet hall at the same time, causing the room to be heavy? You should immediately contact the business groups of various departments, book a suitable hall, and then tie the knot for the guests according to the scheduled banquet time, explain the reasons, sincerely apologize to the guests, and obtain their understanding or introduction. The layout of this banquet hall will try to make the guests feel good about this hall and comfort them from the heart.

45. What if the guest cancels the banquet for some reason, but has paid the deposit? According to the specific situation, in accordance with hotel regulations.