What are the polite expressions in catering service?

1. Welcome (good afternoon, good evening, hello sir, hello miss). Welcome to visit.

Welcome guests into the guest room (hello, please sit down, please drink tea, or you will burn yourself. )

Change into a hot towel (please use a hot towel and be careful not to burn it. )

4. Order and ask about drinks (May I order now, sir and madam? What kind of drinks and drinks do you want to drink today? Do you drink white wine or red wine? Hello, let me repeat the menu for you. Do you think it is correct? May I serve you now? )

5. Provide drinks and dishes (Hello, this is your drink. Can I open it for you now? I'm sorry, the XX dish you ordered has been sold out. Can I change another dish for you? Your food has been served. Do you need anything else? Please feel free to call me if you need anything. My name is XXX. I wish you all a happy meal.

6. Small service between meals (your food has been prepared for you, please wait a moment. Hello (Mr. Miss). Excuse me, can I change your bone dish (ashtray)? Hello (sir or madam). Excuse me, can I get you something to drink? Do you still need XX on the counter? Can I help you clean up if you need it?

7. Check out and see the guests off (do you have a VIP card? Do you want to pay by credit card or cash? A moment, please. Are you satisfied with our dishes and services? Please give more valuable advice.

Here is your bill, please have a look (after discount). It's XX yuan, thank you. Please take your belongings with you. Thank you for coming. Please take care. Welcome to visit next time. )

When guests enter the restaurant:

1. Good morning, sir (miss). How many people are eating?

This way, please Please follow me.

Please sit down and I'll pour you a cup of tea.

Just a moment, please. I'll arrange it for you right away.

Excuse me, are there any vacancies here?

6. Excuse me, may I use this chair?

When serving guests in the restaurant:

1, hello, all your dishes are here, please enjoy your meal.

2. Hello, can I get you some drinks or drinks?

3. Hello, I'm sorry. I'll ask you right away and tell you.

4. Excuse me, Miss. Is this your business?

Hello, can I change a side dish for you?

6. Hello, may I take this plate?

7. Hello, may I clear the table?

1. When a person comes to dinner without an appointment, but the room is full?

I'm very sorry (sir/madam), but our room is full. If you like, we can arrange for you to have dinner in the lobby. Is it okay?

2. The box is full. Do the guests want to sit in the lobby?

A: I'm very sorry (sir/madam), but you really don't want to sit in the hall. Could you wait in the lounge for a while? We'll arrange it for you right away.

3. What if the guest can't arrange dinner, but doesn't want to wait?

I'm very sorry (sir/madam) to make you come for nothing. This is our reservation card. If you come next time, you can book in advance. Welcome to visit next time.

4. What should I do if the guests who have taken the order come to the hotel for dinner again?

A: I'm sorry (sir \ madam). Maybe you left in a hurry last time and forgot to check out. This is a mistake in our work. Shall I add this account to the last one?

5. What should a guest do if he drinks the water for washing his hands?

Guests should be reminded before serving. If they have already drunk, the waiter should try not to make a sound so as not to embarrass the guests.

6. What if the guest doubts whether the bill is correct and refuses to pay the bill?

Answer: Before checkout, the waiter should carefully check the bill and sign it for confirmation. When checking out, he should patiently check with the guests and explain the price to them. I'm sorry (sir/madam), but you know nothing about our bill. Please point it out for us and I'll check it for you.

7. What if there is something wrong with the bill?

A: I'm really sorry (Mr./Ms. xx). We made a mistake at work and caused you trouble. Thank you for pointing it out to us in time. We have corrected it. I hope this mistake has not changed your impression of our hotel.

8. What if the guest leaves the table after eating and then comes back to say that something is lost?

A: When guests get up and leave, they should be reminded loudly to bring their belongings. No department is allowed to enter the box. When the guest returns, the receptionist should help the guest find it in time and can't shirk it. If you really don't find what the guest left behind, you should ask the guest (Mr./Ms. xx). Don't worry, please think about it carefully. Did the guest who had dinner with you take it away for you or left it somewhere in the car? If the matter is serious, you should inform the minister in time. You can't leave the guests hanging. Take the initiative to help the guests solve problems, worry about what the guests are anxious and think about what the guests think.

9. The TV has been turned on, but the guest has his back to the TV. Why not turn on the TV?

A: In order to avoid the embarrassment of the guests, the waiter should answer sorry (sir/madam) that you didn't hear the TV. I'll open it. You can't just tell the guests that the TV is on. After adjustment, ask the guest if the volume is appropriate.

10. What if the guest complains that there is sand or hair in the dish?

A: First of all, apologize to the guests. If the situation is true, the waiter should immediately remove the dishes from the table. Please ask the superior leader to handle it. When receiving such complaints, the manager should sincerely apologize to the guests and ask them to understand and immediately replace or return the dishes. The result is to let the guests accept and be satisfied.

1 1. The guest's meal is almost finished, and a dish is delayed. What should I do?

Answer: The personnel on duty during the meal should master the order of the dishes, explain clearly to the guests according to the production time of the dishes, urge the dishes in time if the time is too long, and inform the boss. If the guest asks to return the food, the manager should judge according to whether the kitchen is made (if necessary, don't offend the guest and give the guest a refund).

12. What should I do if the guests report that the dishes are salty or light?

Answer: First of all, we should know what kind of cuisine it belongs to. Some dishes are partial in taste, so you should explain them to the guests as appropriate (especially when ordering). But it must be accepted by the guests and follow the principle that "the customer is always right". From a business point of view, it is better to change dishes than to return them.

13. What if the guest asks the waiter to propose a toast?

A: The waiter should answer skillfully: I'm sorry (Mr./Ms. xx). The hotel has a rule that you can't drink alcohol during work hours, but I appreciate your kindness. Please forgive me, let the guests feel that it is not a question of losing face, but a question of responsibility.

14. What should I do if the guest complains that the fish is undercooked and has bloodshot eyes and asks to return the food?

A: After serving, you usually help the guests remove the fishbone and then pour the soup. If the waiter finds bloodshot in the uncooked food, he should immediately call back to the kitchen to pour the oil again (the bones in the uncooked food are also difficult to remove). If this happens, you should apologize to the guest in time and ask if the guest will take it to the kitchen to refuel. Excuse me, sir/madam, I'll take it to the kitchen to refuel you, and the limit of fish will not be affected. Do you agree?

15. What should I do if the guest damages the restaurant items?

A: First of all, come forward to care about the guests in time and ask if they are injured. If you have been injured, it is recommended to find a doctor in time. Clean the broken tableware immediately, put on new tableware, and pay attention to comfort the guests with words, so as not to affect their dining mood. "Sir, miss, I have changed the tableware, please continue to eat", and then give the bill to the bar, so that you can put it on the bill. (Regular customers or VIPs can notify the front office manager to give an exemption. If the guest is unwilling to pay compensation, he can ask the floor manager for instructions.

16. What if the guest doesn't bring enough cash when checking out?

Answer: You can pay some cash and swipe some cards. If there is no card, please ask the guest to inform other friends to send it. Can't mortgage the guest's property or ID card. If you can't solve it, ask your boss.

17. What should we do if the guest orders something that has not been cooked in our restaurant?

A: First of all, I explained to the guests that I would wait for a while and asked if there were any raw materials in the kitchen. I didn't apologize to the guests. If there are any raw materials, please make it clear to the guests. We will try our best to make them according to the requirements of the guests, but the taste may not be exactly the same as that in other places, but we will try our best.

18. What should I do if I find an invalid card when swiping the card?

A: In this case, you should not directly tell the guest that there is something wrong with the card, but take care of the guest's face tactfully. Mr./Ms. XX, can I change my card? Or pay cash directly), if the guest asks the reason, please come to the bar and tell the guest the reason outside the door.

19. What if it is found to be fake money?

Answer: If you find that the bill is abnormal, please ask the guest to help you correct it. If the guest insists on not changing, write the number on the coin face to face and go to the bar. If the bar finds that it is fake money, you should also ask the guests to open the box and explain it, so as to save the face of the guests. )

20. When the clerk booked the wrong room, two guests arrived at the same time?

A: First arrange the guests to be seated, then ask at the business desk, and arrange to go to other boxes or apologize for the end of the party.

2 1. What should I do if I find that the food was not ordered by the guest after serving?

A: First of all, apologize to the guests. After explaining to the guests, ask if you want this dish. Go to the bar to make up the bill if necessary. If you don't eat, you don't need it. Let the ordering department return it quickly. (in short, you can't impose it on your guests because of your own fault)

22. What should I do if the guest complains that the quality of the fruit is not good?

Answer: Check the fruit before serving. (Fruits with problems or color problems cannot be served. If the situation is true, apologize to the guest: "I'm sorry, I'll change it for you right away" and ask the boss to serve again.

23. What if a non-dining guest asks you to give a package of goods to a guest who has already booked and hasn't come yet?

Answer: Tell the guests politely: "I'm sorry, it's difficult for us to grasp the time of booking guests for dinner." Please leave your work unit, name or contact number. We will ask the guests to contact you as soon as they arrive. "

24. What if the guest asks the waiter to buy medicine for me during dinner?

A: First of all, I asked the guest about his illness out of concern and tactfully suggested that the guest had better buy it himself. "I'm sorry, I don't know the address of the nearby pharmacy. We also have a rule that we don't leave our posts at work. We can't afford the wrong variety or fake medicine.

25. What if the guest reports that the drinks are fake?

Answer: tell the guests that our drinks are purchased directly by the supplier and there will be no fake. Our hospitality principle is customer first, and we won't joke about the reputation of the hotel. If the guests need it, they can inform the supplier to check the wine. Thank you for your evaluation of the hotel, Mr. XX. The drinks and drinks in our hotel are directly purchased by manufacturers and distributors, and there have never been fakes. However, we are still willing to listen to your opinions to safeguard the reputation of the hotel. We will take them to check tomorrow and let you know as soon as possible.

26. What if the guests don't accept your promotional items?

A: We should promote sales according to customers' preferences. Guests can't be unhappy if they don't accept it. Listen carefully to the opinions of the guests, analyze their psychology and satisfy them. Don't impose your wishes on the guests, such as selling drinks and vegetables.

27, in case of all kinds of guests say uncomfortable food poisoning how to deal with?

Answer: First help the guests sit on the sofa and take care of the dishes before asking the boss. If it's serious, take them to the hospital.

28. How to deal with drunken guests?

Answer: Give the guests a rest first, then make a cup of strong tea, pass a hot towel or mature vinegar. Pay attention to the guest's mood and give him care. Don't stimulate him in action language, and don't affect others' eating. If there is a companion, remind the companion. If the guest can't control his speech and behavior, notify the parking department.