What is the management knowledge of catering floors?

One of the focuses of modern hotel management is catering management, and the highlight of catering management is restaurant floor management. Below is the management knowledge of catering floors that I have compiled for you. I hope it will be helpful to you!

Knowledge of catering floor management 1

1. What should you do when there are quality problems with the dishes?

Answer: First of all, you should understand what the quality problem is and ask the guests Be clear: the temperature is not enough? The taste is wrong? Undercooked? Deteriorated and tasteless? etc. Then sincerely apologize to the guests, try to remove the dishes from the table as soon as possible, and immediately inform the district minister of the situation. After the minister learns about it, he must immediately arrange for personnel to attach the problem dishes with the cause of the problem and deliver them to the dishes. Department, the head of the communication department should immediately report the cause of the problem to the person in charge of the cooking stall in detail and notify the head chef to work together to solve the matter. At the same time, the director of the communication department should inform the floor manager of the result of the problem or the time required to solve the problem. The floor After learning about the problem, the minister should immediately go to the problem guest's table to apologize to the guest and inform them of the handling results (previously, the waiter was arranged to focus on taking care of the guest at the table, pour tea frequently and change ashtrays, etc.), and proactively inform the supervisor to request a fruit plate to be made as a gift to the guest. table guests, the supervisor immediately places an order and informs the bar counter to make a fruit plate for later use, and asks the manager when the fruit plate will be served. When the manager informs the fruit plate to be served, the supervisor should personally deliver the fruit plate to the guest and apologize again, and sincerely inquire about the customer's opinion of the restaurant. For other opinions and suggestions, take the initiative to exchange business cards and seek the customer's understanding (at this time, the waiter should cooperate with the supervisor in handling customer complaints, such as praising the customer's child or distracting other guests by talking to the lady, etc.) If it is a serious quality problem , it is necessary to immediately notify the manager or relevant personnel responsible for handling customer complaints to come and handle it, and also cooperate well. (Key points: The processing must be prompt and do not delay the time. Personnel at all levels must smile, work together, and solve the problem together. The name of the dish, the complaint number, and the handling situation must be clearly recorded so that we can discuss the matter after the meal. The head chef will make internal handling opinions together)

2. What should I do if the guest breaks the item and does not pay for it?

Answer: When the guest breaks the item, first clean up the broken residue immediately. To avoid scratching the guest, ask if the guest is injured, appease the guest appropriately, and at the appropriate time after the meal, the district manager will come out to communicate with the guest who paid the bill (whisper softly or ask the guest to leave his seat and find another place), and politely indicate that the guest will compensate the guest. Amount and the hotel's requirements. Never make a claim for compensation in front of everyone or unilaterally display damage compensation items on the checkout form without clearly stating the amount of compensation to the guest in advance. You must leave enough face for the guest. Normally, The guest will compensate the guest out of consideration; if the above tasks are done as required and the guest still does not compensate, do not make loud noises to the guest or show dissatisfaction with the guest on your face. You should immediately notify the manager responsible for handling customer complaints. Or relevant personnel to coordinate the matter and resolve it reasonably depending on the importance of the guest (the department should prepare a compensation sheet for damaged items and place it in the dining area, and show it to the guest for review when necessary.

3. What should I do if a guest refuses to pay the drink service fee?

Answer: This problem is indeed difficult. The usual way to deal with and prevent it is: first, set up a refusal in an obvious place in the lobby. The sign indicating that the guest has brought his own drink clearly indicates the guest's bringing his own drink, and the hotel's relevant regulations are publicly stated. When the receptionist discovers that the guest has brought his own drink, he should immediately notify the district manager after leading the customer to sit down. Time reminds guests who bring their own drinks that our restaurant refuses to allow guests to bring their own drinks. Please politely ask the guests to cooperate (whisper softly or ask them to leave their seats and find another place to talk). If the guests insist on using it, they can expressly charge it to the guests before opening the bottle. The standard of the wine service fee (printable charging standards are stored in each area on the floor and shown to the guest when necessary). When answering the guest’s question about why the wine service fee is charged, the unified answer is:? Our store has invested heavily in building a beautiful environment , a dining environment with first-class facilities provides customers with the pleasure of enjoying delicious food. The hotel has a large number of staff and huge expenses. As a business unit, while ensuring the quality of customer dishes and services, it also aims to create reasonable profits. The profit from the dishes is not enough to maintain The hotel's normal ongoing operation and reasonable wine sales profits can basically maintain the normal operation of the hotel and continue to provide you with better quality services. Therefore, the hotel stipulates that guests who bring their own wine should charge a reasonable wine service fee. Please I offer my support and understanding, and please forgive me for any inconvenience. I will definitely make up for your regrets with high-quality service, thank you!? In addition, service staff should also understand that in order to leave a larger space for repeat guests, the hotel stipulates the following: If the per capita consumption exceeds 100 yuan, the wine service fee can be waived for the guests and guests will no longer be reminded of the fee; the marketing manager’s regular customers need to bring their own drinks for dining. If the marketing manager himself is not in the store, he must inform the floor manager in advance After notifying and explaining the reasons in detail, the floor manager can give special approval to waive the drink service fee, and notify the waiter in a timely manner. Except for the above situations, if the guest still refuses to pay the drink service fee, the manager in charge of customer complaints should be notified immediately to handle the matter. Depending on the situation at the time, the drink service fee can be appropriately reduced without causing a deadlock.

4. What should I do if I complain that the food is cold when the hot food is served?

Answer: There are usually several situations when the hot food is cold when the hot food is served: the route for passing the food is too long; busy The dishes have been backlogged in the food delivery department for too long; there are technical problems when the chef is cooking, etc. When a customer complains, it is necessary to distinguish which dishes can be heated and reworked (such as soups, steamed vegetables, stews, etc.) and which dishes cannot be heated and reprocessed ( (such as roast duck, small stir-fry dishes, fried dishes, etc.). For dishes that can be heated and reworked, the waiter should immediately tell the customer that the dish can be heated and reworked without affecting the quality of the dish. It can be done quickly. After a sincere apology, the waiter should quickly get the customer's consent. Send the dishes to the food delivery department and hand them over to the kitchen for rework. The director of the food delivery department should attach great importance to such dishes, urge the kitchen to rework them immediately and then quickly return them to the table to ensure that customers will not wait too long and cause bigger complaints. The waiter will send the dishes back to the kitchen. After rework, we should take extra care of the guests at that table, reduce the customers' grievances through meticulous service, and pave the way for smooth resolution of complaints. Normally, the guests will say nothing more, and the waiter should immediately tell the minister what happened, and the minister should Immediately arrange to make an apology fruit plate, serve it to the table immediately after the guests have finished their meal, and apologize again to win the favor of the guests; for dishes that cannot be reheated and reworked, the waiter should offer to return the dish to the guest and replace it with another dish of the same price, and The minister is required to track the serving time and cleanliness of the replaced dishes throughout the process to ensure that the replaced dishes can be served to the table immediately, with high quality and quantity, to avoid larger complaints, and the minister should also immediately report the name, price and location of the returned dishes. Record the station number and hand it over to the floor manager for clarification of responsibilities and handling: long food delivery routes are due to the slow speed of the food delivery staff, which is the responsibility of the food delivery staff; backlog of dishes is due to the food delivery director's insufficient understanding of the characteristics of the dishes. , due to failure to arrange for immediate removal of food, the cooking technology is the responsibility of the kitchen, and corresponding penalties will be imposed according to the specific provisions for removing food.

If you encounter complaints about problems such as high-end dishes, you should immediately ask the minister to inform the manager or supervisor in charge of customer complaints, request senior management assistance, and provide good service to cooperate with the smooth handling of complaints.

5. What should I do if the customer does not pay for the disposable chopsticks?

Answer: This type of complaint mainly occurs because the waiter or orderer did not convey the charging information to the guest. We We know that generally banquet guests will not raise any doubts about the charges for wet wipes and chopsticks. It is often some low-spending guests who will complain. Then we must judge whether the guest is a problem guest through the habitual actions of the guest when ordering. If the guest is always If you pay attention to low-priced dishes, or if you are always looking for menus but don’t order dishes, or if you are not well-dressed, you must have a low income, frequent small restaurants, and have not yet formed the habit of charging for chopsticks. You should take the initiative to point out to the guests that the wet wipes and chopsticks on the counter are chargeable, because for the sake of hygiene, these chopsticks are single-use, and they also come with disinfectant wipes, which are absolutely clean and hygienic, and ask the guests if they mind. If so, you can take the initiative to replace the guests with free recycled sterilized wooden chopsticks to ensure that the guests can eat in time, and do not be indifferent to the guests and reduce the service quality because they do not use the paid chopsticks. If a guest refuses to pay at the end of the meal because the waiter did not explain it properly, the complaint handling staff should explain the reason for the charge in detail with an attitude of respecting the guest. If the guest still does not agree, at least the cost of the chopsticks will be charged.

6. How to deal with customers who deliberately provoke trouble?

Answer: Guests who deliberately provoke trouble usually have some purpose: either they want a discount; or they want to eat the king. What's more, they want to get money. When encountering such a customer, the waiter must first pay attention to the details of service, especially in terms of words and attitude, do not let him seize any excuse to cause trouble, do not panic, and Report the situation to the manager in a timely manner through the director, and carry out focused surveillance. If necessary, notify the security department in advance to take emergency measures to prevent guests from causing trouble. When handling such guests, the manager should immediately lead the guests to the office or a quiet corner, and do not let them If it affects other guests, give appropriate small benefits, such as food dishes, small gifts, etc., so that they can find no reason to have an attack. If the guest insists on being messy, you can notify the security department to control the situation and put psychological pressure on him in order to suppress it. Stop him, call the police if necessary, and seek help from the public security organs. Catering floor management knowledge 2

7. What should you do if you encounter a drunken guest who unreasonably demands to find a leader?

Answer: Drunk people are disrespectful in both language and behavior. There is no logic at all. Don't pay too much attention to what he said. At this time, the waiter should notify the minister to ask someone to help place the guest, and pour hot tea for the guest to drink. The minister will arrange for another waiter to keep an eye on the table. The waiter can follow the guest's instructions. Go to the boss and avoid it. The boss should pay close attention to the guest's behavior. After confirming that the guest has diverted his attention, he will ask the waiter to come in with the fruit plate and apologize to the guest, saying: Mr., I'm sorry to keep you waiting. The boss is temporarily out of town. Please give special instructions. I will send you a beautiful fruit plate to express my apology. Please leave your contact number if it is convenient for you. Our leader will definitely call you to handle your request personally when he comes back.

8. What should we do if the customer disrupts the service procedures and causes dissatisfaction?

Answer: Customers are God and our food and clothing parents. In front of customers, we should never think that we are wronged because of some fault caused by the customer. Instead, we should put ourselves in the customer's shoes and think more thoughtfully for the customer. If the above dissatisfaction occurs, the waiter should apologize and try his best. Do a good job in follow-up service, and strive to use service to make up for customer dissatisfaction and save the situation. Don't be obsessed with thinking that the customer is wrong and you are right. Serve customers with a smile. If you really can't control your emotions, you can ask the minister to switch to someone else. When the waiter comes to serve him, he should step aside to avoid further dissatisfaction from the guest.

9. What should I do if it is inconvenient to pick up food because there is no turntable on the six-person table?

Answer: When a customer is inconvenient to pick up food because there is no turntable on the table, this is a sign of service awareness. Sometimes, waiters can use public spoons to divide dishes and soups for guests, especially children.

10. What should I do if the dishes are worse than before and the repeat customers are disappointed?

Answer: The waiter should fully ask the guests specific questions about the dishes, write them down, and report them to the guests first. Express our apology, and then tell the guest that he must convey his comments to the chef, and ask the guest to leave his contact information so that we can promptly communicate the cause of the problem and corrective measures to him, and ensure that the next time the guest comes to dine, he will enjoy the right dishes. Submit detailed feedback from guests to the manager so that he can communicate with the chef in a timely manner and strive to solve dish quality problems.

11. What should I do if the guest is unreasonable?

Answer: Give the guest the responsibility, give him a bright smile, and say a few humorous words. Forget to compliment him and think in your heart that he is God and he is here to pay you your salary. Your mind will calm down and you won’t worry about it so much. Your guests will also feel it and they will have to deal with it. Will you be unforgiving?

12. What should you do when a customer comes to consume with emotions?

Answer: The waiter must learn to observe the appearance and expression of the guest. When he sees an unsmiling guest, he should You should know that he (she) has something upset. When dealing with such a guest, you should first consider it from the customer's perspective. Avoid forceful sales. You should also keep track of the ordered dishes and drinks being served quickly, and the service should be appropriate and in place. Don't interrupt the guests at will when they are talking, but find the right time to serve them during the conversation. Don't leave the table casually. Always pay attention to the guests' requests and meet them in time. You can also tell the minister about the guests' situation and try to serve them. Give the guest a fruit plate or a small gift to make him feel that the restaurant cares about him, and he will be deeply impressed by the place. Catering Floor Management Knowledge 3

13. What should you do if you accidentally spill soup on a guest and stain your clothes?

Answer: First of all, don’t panic, clean it up immediately Wipe the guest's body clean with a towel and sincerely apologize. Since our store has a professional laundry service, you can ask the guest to take off his clothes and let our store wash them. We guarantee that they will be washed clean and will not affect the quality of the clothes. At this time, the district manager should immediately go to the guest's table to serve other guests to show his sincerity in apologizing, and help the waiter in question to apologize to the guest together, and ask the guest to leave his phone number so that it can be washed and sent to the guest. It makes people feel that someone is responsible and easier to accept; if the guest does not want to take off his clothes, the guest can wash it by himself, and then take the washing receipt to the store for reimbursement (the washing fee will be borne by the waiter); most of the time, the guest will ask to directly Compensation can be based on the color and texture of the guest's clothes, up to a maximum of 100 yuan in washing fees, which will be paid in advance by the hotel and then deducted from the waiter's salary. If a guest asks for a discount on dishes, in principle, the maximum discount will be 10% off after paying the washing fee. The guest's unreasonable request will not be granted. This will not cause any lawsuit, because you have already paid the compensation and apologized, which complies with the provisions of the Consumer Law. As for customers who make unreasonable requests, they are not in line with our store’s target customer group, so we cannot easily agree to them.

14. What should I do if a customer finds foreign objects in the dishes and requests to return the dishes?

Answer: Foreign objects in the dishes should be classified and dealt with, such as glass slag, flies, cockroaches, flying insects, etc. and vegetable insects, etc., you should immediately take the initiative to return the dishes to the guests and give them a 10% discount, because the above items may cause the health and epidemic prevention station to intervene in the matter, and the resulting fine will be at least 1,000 yuan (the cost of the returned dishes) The losses and discounts will be borne by the parties concerned), and the side effects on the hotel will not be measurable.

If there are hair, plastic bags, soil, steel balls, scouring pads, etc., you should take the initiative to return the dishes to the guests and give them a 50% discount (Key point: You must be proactive when dealing with this type of problem. If you are not proactive, you will become passive)

15. What should I do if a customer complains that the price of the dishes is too high and asks for a discount?

Answer: When ordering and serving guests, you should ask them to read the prices clearly, especially when introducing special dishes. When dealing with specials and commission dishes, after introducing the features and functions of the dish, the price of the dish should be clearly introduced so that the customer can judge whether the price meets his requirements. This can greatly reduce the chance that the customer will think that the orderer has misled them into ordering this dish, and that the price is too high and they cannot afford it. If a complaint occurs, you should use your knowledge of the dishes to politely and patiently explain to the guests: the cost of raw materials for the dish is high, the salary cost of the chef who cooks the dish is high, the process is complex, requires a lot of work, and takes a long time, etc., so that the guest can Clearly know its value, and there is no quality problem with the dish itself, so it cannot be discounted. However, according to the guest's emotional situation and the premise that you have not introduced clearly, report it to the director, ask the supervisor or manager to give the fruit plate, and sincerely offer the guest a fruit plate. Express your apology for the shortcomings of our store, and the customer will probably recognize it.

16. What should I do if the guests are drunk and start fighting and causing trouble unreasonably?

Answer: Do not rush to dissuade them at this time. Immediately notify the security department to organize personnel to block the exit and control the situation. The service staff should keep a certain distance from the person causing the accident to ensure that they are not accidentally injured. They should persuade other guests to leave the scene to ensure the safety of the guests. They should put away the tableware and utensils to avoid further damage. At the same time, the manager on duty should call the police and ask the police to intervene. And require the troublemakers to compensate for all losses. (Key point: Don’t let the troublemakers escape from the hotel to avoid being held accountable).

17. What should I do if the customer wants to order something that is not on our menu?

Answer: You should ask clearly the name of the dish the customer wants to order, the main and secondary ingredients, and the cooking techniques. The taste, etc., are recorded in detail, and the guest is promised to go to the kitchen in person and ask the chef if he can arrange to make this dish after ordering other dishes. After asking the kitchen, tell the guest if it can be made. If it can be made, tell the guest the price, and ask the guest if he can make this dish for him. Under normal circumstances, simple home-cooked dishes can be made with relatively simple production techniques and the raw materials are readily available.

18. What should I do if there is a problem with the dishes and I ask for a discount?

Answer: You should have a comprehensive understanding of the consumption amount of the entire menu, and calculate whether it is appropriate to discount, change dishes, or send dishes. Weigh it before responding.

19. What should I do if a customer comes several times in a row and asks for a discount?