Public relations lady training materials

KTV service case (full version)

1. How to deal with low-quality guests?

During the service process, sometimes there will be guests who often put their feet on the table. At this time, you can disturb the guests by frequently changing ashtrays or clearing the table, and at the same time politely remind the guests to put their feet down.

2. How to deal with drunken and troublemaking guests?

You should immediately notify the drunk guest’s friends, persuade him to go back to his room or send him away first, and then notify the floor foreman. The foreman will notify the supervisor to rush to the scene as soon as possible and comfort him with the supervisor. In order for the guest to avoid making the matter a big deal, the supervisor should decide on the spot whether to notify the security department personnel to arrive based on the seriousness of the situation (if the security department needs to be notified, the bar staff should call the security duty room before handling the matter).

3. How to deal with quarrels and fights among guests?

If you find that a guest has started to quarrel, you should immediately notify the foreman and supervisor to mediate immediately. If a fight occurs, you should immediately notify the security department personnel to arrive at the scene. The security department personnel will handle the incident and do not watch around and discourage other guests from watching to avoid accidental injuries. . In addition, the list of property losses suffered by the hotel in this incident will be compiled in a timely manner to facilitate claims from guests; if it is necessary to cooperate with the public security organs in the investigation, the objective facts should be truthfully reflected, and any personal subjective sense of who is who and what is wrong is not allowed to be mixed to avoid misleading.

4. How to deal with guests bringing their own drinks and food?

At this time, it should be explained to the guest that the hotel does not accept guests bringing their own drinks and food. If the guest insists, the floor foreman should be notified to solve the problem. A corresponding corkage fee of RMB 100 can be charged; and the corkage fee and corresponding price should be written on the wine list. Or ask guests to store their own drinks and food at the bar.

5. What should the waiter do if the waiter or the guest pours the drink on the table?

If the waiter pours wine on the table, he should immediately say: "Sorry, I will wipe it off for you right away." Then wipe the table dry with a clean rag, replace the original wine glass, and pour it again with a new glass. For drinks, if a guest accidentally pours the wine himself, he should immediately hand over a towel (paper towel) to wipe away the water stains, and then hand over a paper towel to absorb the dirt.

6. What should you do if a customer damages company property?

The waiter should be left to protect the scene, and another waiter should inform the floor foreman and supervisor, and patiently explain to the guest the value of the items, such as TVs and stereos, and they should be compensated according to the price. If the guest continues his behavior, he should be compensated. Notify security personnel to arrive at the scene promptly to assist.

7. What should the waiter do if he breaks the glass or spills the drink on the floor?

The waiter should stand on the scene immediately to remind passing guests to pay attention. Another waiter should clean the scene immediately. If there is an odor, spray air freshener.

8. How to deal with guests’ lost items?

The waiter should immediately notify the foreman. The waiter in charge of this section should stand on the scene and wait for the supervisor. The supervisor should work with the guest to carefully check the places the guest has used, and ask clearly where the guest has been and with whom he has been. At the same time, if a friend took it for use, they would also check the waiter, ask about the situation at the time, and immediately notify the security guard to check the employee's locker. If it is not found, ask the security guard to make a record so that there are clues to contact the guest in the future.

9. What should I do if a guest falls or faints in the bathroom?

At this time, the waiter should immediately help the guest and notify the foreman and supervisor. If the guest is injured, he should help the guest to a safe place for a short rest and some treatment with medicine. If the situation is serious, the security guard should be called. The guest was sent to a nearby hospital for medical treatment. Beforehand, the waiter should always pay attention to the hygiene of the restroom and keep the floor dry and clean.

10. What should I do if I find counterfeit wine but the wine has been opened?

You should carefully explain to the bar whether the wine is fake. If you find that the wine sold is fake, you should immediately apologize to the customer, notify the supervisor to go to the bar to exchange for another new wine to the customer, and open and let the wine be opened in front of the customer in person. The guest tries the wine in person, and then goes to the bar to make a written report on the situation of the wine, which will be handed over to the supplier tomorrow in exchange for new wine. The bar should pay attention to the quality of the supplier's goods.

11. What should you do if a guest makes indecent behavior in the room?

The waiter should often appear in the room to make it inconvenient for guests to perform room service and make guests avoid it. If indecent behavior continues, the foreman and supervisor should be notified immediately to dissuade and warn them.

12. What should I do if a customer walks around and looks around without consuming anything?

If you find this situation, you should go forward and ask the guest which room he is in. If there is no place for consumption, you should immediately notify the guest to take a seat and let him/her consume. The foreman should inform the supervisor and the waiters at each position to pay attention to the guest's movements. Maybe a thief.

13. What should guests do if they lose items in the venue?

Waiters must have high moral character. Guests should be reminded to bring all their belongings before leaving. If any missing items are found, they should be handed over to the manager immediately. And make a good registration to facilitate the guests to pick up.

14. What should I do if guests complain about the acoustics in the room?

During the service process, attention should be paid to the on-site effect of the sound. If there is any problem, notify the sound control room to deal with it. If the room sound needs to be transferred after debugging, but the room is full, the waiter should first use polite words to settle the guest. , that is, he notified the foreman to inform the client that if there was a room available, he would immediately arrange for a room transfer. He personally went into the room to apologize and notified the sound control room to try to improve the sound in the room until a room was available for transfer.

15. What should you do when there is a conflict of interest between a guest and an employee or the company?

You should make sure that you are not annoyed by others, explain the matter to them in tactful language, do not be arrogant or use harsh words, and notify your superiors immediately.

16. What should I do if the guests cause trouble after being drunk?

The supervisor first stabilizes his mood and tries to pull the troublemaker away. If he can control the situation by himself, he will not notify the security to prevent the matter from getting worse. If the guest still continues his behavior and refuses to give up, he should be observed. Whether the situation will worsen at that time, if the situation is serious, you should immediately notify the security department and let the security guards step forward to mediate first. The remaining security guards will stand out of sight of the guests to provide support when needed.

17. What should the waiter do when popping a beer?

If the above incident occurs, the waiter immediately says: "I'm sorry, I will help you change another bottle." After arranging things in the room, notify the floor foreman to handle it at the bar. Before something happens, the waiter should pay attention to the correct skills and gestures when opening the wine to reduce consumption.

18. When the guest has almost finished the drink he ordered

The waiter must ask the guest if he wants to add more drinks at the appropriate time. He cannot directly ask the public relations staff in the room. , whether the guest will add drinks.

19. What should you do when a guest switches from a private room to a bar?

Count the number of guests, notify the foreman, inform the front office, send the remaining items on the guest tables to the bar, and then return to the post immediately, clean the countertops, floors, and set up the tables to welcome the next batch of guests.

20. What should you do when guests bring handbags and other items?

Proactively remind guests to take their things to storage if it is convenient. If not, remind guests to take good care of their belongings to avoid losing them, causing unnecessary trouble and making guests unhappy. Guests feel that the waiters have good professional ethics and service attitude.

21. How do you deal with a guest inviting you to dance or have a meal during working hours?

You should first thank the guest for the kind invitation, and then tell the guest tactfully that the hotel stipulates that dancing and eating are not allowed during working hours, otherwise you will be punished by the hotel. Please forgive the guest.

22. If a guest has unethical motives or behavior, how should the waiter avoid it?

Without offending the guest, resolutely say "No" to the guest, and ask the guest to consider his or her identity. After stating your position, if the other party still persists, you should notify your superior and make a temporary job change. Avoid guest distractions.

23. What should you do when a guest accidentally breaks a cup?

Assure the guest in a kind tone, "It's okay. I wonder if there are any cuts" and ask the guest to be careful. When you leave your seat, clean up the area immediately, sweep away the broken glasses, and then ask the guests to return to their seats. Let the guests feel that the waiter cares about them and helps them solve their problems.

24. What should you do if a power outage occurs?

Add a candle cup to the countertop and comfort the guests while lighting the candle: "It's okay. There will be power soon. There may be a small problem. Our engineering department is repairing it. Please wait a moment." "Then guests are told to try not to leave the room and move around to avoid accidental injuries, and to strengthen patrols within the service area under their jurisdiction. After the call comes, you should promptly notify the floor foreman to visit the guest and offer different gifts or discounts to express your apology depending on the guest's mood.

25. When a person in charge or above signs for food delivery, how should you explain the situation to the guests?

When you deliver the complimentary food to the guest, you should take the initiative to say: "This is a gift from our leader XXX, please use it slowly."

26. If the guest asks for What do you do when we give you valuable feedback?

While expressing humbly accepting it, you should say: "I'm very sorry! Thank you for your valuable opinions. I will report it to our manager immediately. I hope I can satisfy you next time. Thank you!" Finally, give feedback to Boss

27. What should you do if you accidentally spill wine on a guest or if a guest accidentally spills drink on you?

Sincerely apologize to the guest and try to make amends. Wipe the guest's clothes with the guest's permission. Female guests should be wiped by the waitress, and the movements should be gentle and appropriate. If the guests are not very satisfied, you should ask your boss to intervene and avoid conflicts with the guests. If a guest accidentally spills wine on you, you should smile generously and say: "It's okay, I'll just wipe it outside."

28. When a guest is not satisfied with the food or drink, you What should be done?

Go up to the guest to ask for their opinion and find out what the problem is. If there is a quality problem with the food or drink, you should immediately apologize to the guest: "I'm sorry, I will change it for you right away." Remove the things and then notify the floor The foreman returns to the bar for inspection. If the food is just a taste problem, he should explain to the guest: "I'm sorry, the products at our bar are like this. If you are not satisfied, I will report it to the manager and hope that you can be satisfied next time." Then try to remedy it. Ask your boss to step in when necessary.

29. What measures should you take when a guest is drunk, vomits all over the floor, or goes crazy?

Inform the floor foreman and supervisor to help the guest leave in a timely manner. Clean up the scene.

30. What should you do when all the guests leave the room without paying their bills?

Go up to the guest and ask if he or she is paying the bill. When the answer is no and it is time to watch a show, you should make an excuse and say, "Please all of you go away and leave one or two people to look at the bag to avoid expensive "Item is missing" and the guest says it is not needed, you should try to notify your superior for assistance and see clearly where the guest is. If the guest is watching a show, someone should be sent to watch the guest. If the guest leaves, immediately notify your superior to help pay the bill.

31. How to track the whereabouts of guests during show performance time to avoid missing orders?

Remember the guest’s appearance, appearance, and attire. It is necessary to pay attention and judge whether there are valuables left, whether it is a natural visitor, or a guest who has booked a room with the host or the host manager. If you are a guest in a private room, at least one guest must be left in the room.

32. The guest station in the lobby and passage area is blocked. What should the waiter do?

Apologize and explain to the guests, and ask them to watch the program at the guest station or in an unmanned non-service channel.

33. What should you do if you accidentally wrote the wrong name of the drink when placing your order?

Follow up the order in a timely manner. If the drink has arrived in the room, apologize to the guest and ask the guest if he wants to change it.

34. What should you do if you need to leave your job during working hours?

Ask for leave from the foreman, inform your colleagues on duty to take care of you, and return as soon as possible.

35. A guest gets into a fight with a neighbor and damages company items. What should you do?

Report to the floor foreman and supervisor quickly to prevent the situation from deteriorating and continuing. Pay attention to safety and check whether the guests are injured or need first aid. If something is broken, according to the opinion of the supervisor, compensation will be paid at the price specified by the company.

36. What should you do if a customer enters the business area without anyone to guide you?

When you see an unguided guest entering the business area and feel confused, quickly go up to greet the guest, ask about the situation, see if you need help, introduce the hotel's programs and consumption, and book a room , open the stage and inform the front office.

37. During the service, it is discovered that the customer is from Taiwan and is eating betel nut. What should the waiter do?

Eating betel nuts is a hobby of Taiwanese guests. At this time, you should take the initiative to line the betel nut boxes with paper towels and provide hot towels to wipe the guests' mouths and sweat.

38. What should you do if a manager is detained by a regular guest in his room and cannot escape after drinking for a long time?

After entering the room, he politely and flexibly helped him get out by saying, "The general manager asked you to go and have something to do."

39. What should I do when a guest asks to see the management staff?

Politely ask the guest his or her name, where he made his fortune, and understand the guest's intention to find the manager. Then, according to the situation, report it to the manager the guest is looking for to see if the guest will be received. If the manager is not familiar with the guest's situation and is temporarily absent, the guest should be informed that the manager is temporarily unavailable and the guest should call the manager himself.

40. How to deal with a fire or fight?

1. When a fire alarm occurs, no matter whether the situation is serious or not, the following measures must be taken:

1) Stay calm and do not panic or yell.

2) The first on-site staff must stabilize the guests’ emotions. Tell the guests: "Dear guests, our hotel is putting out the fire and it is currently under control. Please don't panic."

3) Understand whether the guests have paid the bill and know their consumption situation.

4) Call nearby colleagues for assistance, help keep an eye on the guests in the area, and prevent orders from running out.

5) Call the fire control center to tell the specific location and extent of the fire.

6) When it is safe, use the nearest fire extinguisher and cooperate with the security guards to put out the fire as much as possible. For electrical fires, use "1211" model fire extinguishers or dry powder fire extinguishers; for fires caused by cigarettes that are not extinguished, use "1211" model fire extinguishers; for fires caused by leakage and short circuits, remember not to use water or foam liquid fire extinguishers; be sure to use "1211" Dry powder fire extinguisher.

7) Turn off all power switches (including electrical appliances).

8) If the fire spreads, you must cooperate with security, hotel leaders and colleagues to guide guests to evacuate the fire scene through the correct safe passages to prevent guests from being injured.

2. When guests fight or fight, they will be dealt with in different levels according to the situation:

1) Notify the nearest security department staff as soon as possible and let them arrive as soon as possible to the scene of the incident and control the situation to prevent the situation from escalating.

2) Understand the cause of the dispute in detail and report the situation to the supervisor or manager as soon as possible. Arranged and coordinated by management. They will be graded and processed separately depending on the situation.

3) How to deal with mild conflicts (general fights and disputes):

If mild friction is found between customers, it should be discouraged as soon as possible and treated as an intermediary. Consolation from both sides was provided to avoid escalation of the situation.

4) Handling of moderate conflicts:

Use the fastest method to notify relevant departments to the scene as soon as possible, control the possibility of conflicts between personnel on both sides, and try to arrange guests as far apart as possible A further location. Let security pay attention to guest behavior to prevent further conflicts.

5) Handling of extreme conflicts:

Through the security department, try to suppress the situation. If bloodshed occurs, urge them to leave quickly and take some basic first aid measures. At the same time, check whether the company's items are damaged as soon as possible. If there is any damage, the customer must compensate according to the price and notify the cashier to place the order. The supervisor is responsible for tracking and confirming whether all the guests' items have been taken away. If there is any loss, please hand it over to the corresponding department manager for processing and wait for the guest to come back and claim it.

41. When an emergency occurs:

Example 1. Suddenly, there are criminals shouting at the company door or breaking into the company. How should employees deal with it?

First of all, stay calm and don’t panic. First, notify the head of the security department. The manager will call 110 and report to the department manager immediately so that employees can be arranged to take safety precautions and take corresponding measures.

Example 2. How should employees handle a routine police inspection on the company premises?

Keep calm, don’t panic, stabilize the customers in each area, and prevent orders from running out. Report the bill payment situation to supervisors and managers, wait for instructions from senior leaders, at the same time turn on the lights, switch to light music, and serve guests in a flexible manner.

Example 3. What should be done if someone in the company suddenly dies due to excitement or over-stimulation or goes into shock due to excessive drinking?

Immediately notify security and management personnel to maintain the scene, call 110 to call the police or call 120 for emergency services (under safe conditions, do not move on-site items, corpses or patients). Place signs where accidents occurred to prevent others from entering.

42. How to identify the guest who will pay the bill tonight?

1) Ask the person who booked the room who is the host tonight.

2) Ask the DJ waiter or the guests who play in the same room and are easier to communicate with.

3) Observe words and feelings from the service process.

4) A guest takes the initiative to ask you about the room consumption.

5) It can be seen from the guest etiquette or from the guest’s introduction speech.

43. How to carry out the second promotion of mid-service?

During the service process, when there are only one or two or a small amount of the drinks or snacks ordered by the guests, you should gently come to the host and guest and politely tell him in a low voice: "The drinks are almost finished." , do you need to add it? ”

1) Note: Do not wait for the guest to finish the drink he ordered before asking.

2) When you don’t know the consumption intention of the host and guest, don’t loudly tell the host and guest that “the drinks are out” in front of many guests to avoid embarrassment to the guests.

3) Tell the host and guest the current consumption situation of the bill.

4) Don’t help guests place orders and order drinks without asking if they agree.

44. How to pour the first round of drinks for guests?

When a guest has just arrived and sits down to drink the first glass of wine, the waiter must first ask the guest to taste the wine and approve it, then arrange the wine glasses one by one, fill them all, and then hold each glass to the guest with both hands ( Clockwise, first guest then host, first female then male).

Note: Don’t pour a glass of wine to a guest, and then pour a second glass...; don’t pour too much of the first glass of wine. (usually 1/3 cup or a little)

45. How to provide coaster service for frozen drinks or chilled drinks?

Coaster service is an elegant service method in the nightclub, which reflects the service quality, grade and management level of the nightclub. When serving frozen drinks or iced drinks to guests, we first politely signal to the guests, then put down the coasters gently and gracefully, then put the frozen drinks on the coasters, asking the guests to use them slowly.

46. How to accommodate guests or transfer rooms?

When a guest needs to transfer a room, first politely ask the guest to wait, then notify the front office to check whether there is a room available, and then agree to whether the guest can transfer. Be careful not to take guests to transfer rooms without going through the guest consultation desk, so as not to mess up the work procedures and cause adverse effects.

47. What is the order renewal after counting the customers?

In nightclub services, after paying the bill, the guests did not leave the KTV room or booth, but ordered drinks and snacks for consumption, and notified the cashier to issue a takeout order and combine the purchased box receipts.

48. What is a replacement card?

During the service process, due to other reasons, the consumption record card of the hall or desk is lost, and the customer service desk is notified to issue a replacement consumption card. It's called "refilling the card." (After the replacement card is issued, the waiter must rewrite the consumption content of the previous bill).

49． What kind of service do we provide to guests who are drunk or have consumed too much alcohol?

In addition to caring and expressing condolences, we also provide hot tea, hot fresh milk, and other services to sober up drunk guests. If necessary, provide guests with hot towels or perform bone loosening services.

50． What kind of services do we provide to guests suffering from colds?

1) Turn down the air conditioner for guests. 2) Provide shawl service to guests and care about them at all times.

3) Order "Cola Pot Ginger" for the guests and let them drink it or go to the infirmary to get cold medicine for the guests.

51. What are the foresight, hindsight and unconsciousness in nightclub service?

1) Prescience means that in nightclub service, the guest did not tell you what to do, but you saw it and completed it successfully before the guest said anything. In other words, each service is provided before the guest proposes it. Call it "eye-catching."

2) Hindsight refers to the service requested by the guest during the service process. The service is completed after the guest discovers or proposes it and informs you.

3) Unknowingly means that during the service process, the service requested by the guest tells you, but you later learned about it but did not do it.

52. What should I do if the customer service desk issues the wrong card?

1) Admit the error directly to the manager and ask the manager to cancel the card.

2) Tell the person who booked the room to see if it can be confirmed or transferred.

3) If you cannot cancel, check to see if anyone has booked this room.

53. How to thank guests loudly?

When a guest tips you or the tip is particularly large, thank the guest loudly and politely and say: "Mr. All the guests on the spot can hear it, which greatly increases the face of the tipping guest.

54． How to boldly and politely introduce company managers?

When the company leaders or managers enter the hall where you are serving and toast to the guests, as a waiter, you should introduce the company leaders politely and generously: "Mr./Ms.! This is the XX leader of our hotel. He heard that you were here and came here specially to see you."

55. How does your service make guests feel love at first sight?

1) When a guest enters the KTV room, the waiter should smile and sincerely welcome the guest.

2) After entering the room, the air-conditioning temperature is comfortable, the air is fresh, clean and tidy, and the items are beautifully placed.

3) High-quality and courteous service and skilled operating skills during the process.

56. What is the law for getting big tips?

High tip = 25 for service (hardware and software services) 75 for eye-catching luck.

57. How to be invincible in nightclub service (what should be done)?

1) Be able to be gregarious and satisfy everyone.

2) Learn to praise others, learn to help others, learn to respect others, learn to be patient and persistent.

3) Comply with all company rules and regulations.

4) Work diligently, down-to-earth and seriously.

5) Proficient business knowledge and operational skills.

6) Be flexible and alert.

7) "Smile" is the lubricant of interpersonal relationships.

8) Be careful and cautious, keep a low profile and be humble.

9) Don’t be too smart and express yourself, and don’t be too honest and slow.

10) Pay attention to women, especially beautiful and intelligent women.

58. How can we master the names and hobbies of guests?

1) Ask the person who booked the room or the waiter who has served them.

2) Ask politely the friends and brothers around the guest.

3) Observe carefully.

4) Listen carefully to the guests’ mutual introductions.

5) Found it from the customer or reservation card.

59. A customer takes company equipment without permission. What should you do when you find out?

1) Ask the guest politely and politely if he has brought the wrong thing.

2) Tactfully and politely tell the guest that the company cannot give away this kind of equipment. If necessary, he can purchase it from the hotel and issue a receipt in time.

3) If the guest does not listen and does not return the item, the superior should be informed immediately.

60． What should I do if a guest wants to toast to an employee?

1) Decline politely and thank the guest.

2) Take the initiative to serve them and avoid the guests’ attention.

3) Use excuses to serve other guests.

61. There is a charge for food at the table. What should the waiter do when a customer asks not to have it?

1) Politely explain to the guest that the food ordered by the guest themselves is not recyclable (unopened food is an exception) and cannot be canceled according to hotel regulations.

2) If the customer insists, tell your boss to come forward and solve the problem.

62． What should you do if you are in a bad mood while working as a waiter?

At any time, you should fully forget your personal matters at work, put your mind into your work, and always remind yourself to smile.

63． What should I do if the computer fails to play the song requested by the guest?

First of all, stabilize the guest's mood by saying: "I'm sorry, maybe too many guests ordered this song, causing it to be re-recorded. I will contact the sound control for you immediately.

64. What should I do when a customer requests a new song but the computer does not have it?

“Sorry, the song you requested is very popular and cannot meet your request now. I have registered it and reported it to the company for you next time. First, play this song for you. "

65. What should I do if a customer asks a question to a new employee, but the new employee doesn't know how to answer?

"Sir/Ms., I'm sorry, I'm a newbie and I don't know very well. If you don't mind, I'll call the supervisor and he will definitely be able to help you. ”

66. What should you do when a guest is rude to the waiter?

Don’t blame the guest. Avoid the guest, draw his attention, and apply to the supervisor for transfer. Replace another waiter to provide service.

67. What should you pay attention to when speaking politely to guests? 1) Smile and not be too rigid. , lack of emotion.

3) Be careful not to make guests feel uncomfortable when using polite words.

4) Use body language appropriately.

68. How can a waiter sell successfully?

1) Be familiar with the prices of various foods and drinks.

2) Be familiar with the production process, preparation time and ingredients of various drinks.

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3) Be familiar with the preparation methods of various drinks.

4) Know the daily special recommendations.

5) Understand any changes in the drink list. p>

6) Language skills and polite communication with a smile