What are the restaurant service skills? -knowledge of restaurant service

What are the restaurant service skills? -knowledge of restaurant service

Do you know what skills you need to master as a catering staff? Next, I'll tell you something about restaurant service skills, hoping to help you!

1. What should I do if the guest's order is gone?

The younger sister of the restaurant can formally apologize to the guests, explain the situation, and introduce other dishes with the same taste or similar cooking methods to the guests in time.

2. What if the guest orders a dish with the same taste or similar preparation method because he is not familiar with the variety of the dish?

The young lady in the restaurant should tell the guests in time and sincerely: The two dishes you ordered taste a little similar. Do you need to try other flavors or change to other dishes?

What if the guest orders something that is not on the menu?

The younger sister in the restaurant should first ask the chef if this dish can be cooked immediately. If the kitchen is temporarily out of raw materials or takes a long time to complete, explain clearly: hello, I am very sorry. It takes about half an hour to cook this dish. Do you think it's okay?

What should the waiter do if he doesn't know what the guest ordered?

If the little sister in the restaurant doesn't understand the food ordered by the guest, she should sincerely say to the guest: Excuse me, please wait a moment. ? And immediately consult colleagues or chefs to answer questions for guests in time.

5. What if the dining guests are in a hurry?

The elder sister of the restaurant can arrange guests near the entrance of the restaurant, introduce some simple dishes, and indicate on the order that the chef should do it first and the food delivery department should cooperate; All services should be fast and try to meet the requirements of guests; Add drinks and change dishes for guests in time; Prepare bills in advance to shorten the checkout time of guests; If guests need to leave after eating, they can take the initiative to pack and let customers take it away.

6. What should the waiter do when the deliveryman delivers the food to the table?

When the waiter brings the food to the table, the younger sister of the restaurant should know the style and service mode of the food, arrange the position of the food on the table, offer it with both hands, announce the name of the food from the position of the waiter, and invite the guests to eat.

7. What if the table is full of dishes when serving?

(1) After obtaining the consent of the guests, change the few remaining dishes into small plates.

(2) Distribute dishes or snacks (such as one or one dish) suitable for dish division to the guest's plate, and take away the empty plate.

(3) From the guest table, according to the number of customers, divide the dishes that need to be served evenly on the plate.

(4) Inform the kitchen that the dishes on this table can be served more slowly.

8. What should I do when the guest urges food?

At this time, the young lady in the restaurant should not worry, let alone rush to the kitchen to ask for food. She should apologize to the customer first, then go to the delivery room to find out about the food and reflect the customer's requirements to the planner. She should go back to the restaurant to inform the customers of the possible serving time of the food and ask them to wait a moment. Like what? I'm very sorry./kloc-It will be served in 0/5 minutes. Please wait a moment. ?

9. As a service job, what should I do when I am in a bad mood?

Service personnel. Restaurant girls should always remember that customers are their parents, keep smiling and polite service, regard the restaurant as a stage, remember their roles, try to restrain themselves, forget unhappy things and treat happy customers. If their bad mood affects others, it is a rude, disrespectful and untrustworthy behavior. Therefore, we must constantly remind ourselves in our service work to provide customers with truly high-quality services.

10. What should I do if I see some unfamiliar dishes on the banquet list?

The young lady in the restaurant should first go to the kitchen to learn about the cooking methods and serving methods of these dishes, understand their taste characteristics and origin, so as to introduce them to customers and prepare the necessary tableware before meals.

1 1. What should I do if the guest orders a banquet, but doesn't have time to eat?

The younger sister of the restaurant should contact the usher and the head waiter immediately to find out whether the guests have cancelled or postponed the banquet and inform the kitchen immediately. If it is delayed for some reason, be patient and don't show impatience.

12. What should the waiter in charge of the main table do when the guest and host leave to speak?

Before the guest comments, the restaurant girl should fill each guest's glass first; When the guest or host leaves to speak, the younger sister of the restaurant should put the wine on the tray and stand behind the guest or host; Send it quickly at the end of the host's speech so that he can raise a glass and propose a toast; When the guests speak, the little girl in the restaurant should stop all service operations, stand by and watch the work cabinet, and don't walk around at will to keep the banquet hall quiet; Keep in touch with the kitchen at the right time and suspend food delivery.

13. What should I do if the guest temporarily proposes to reduce food because of the unexpected decrease in the number of diners?

At this time, the younger sister of the restaurant will consider it from the standpoint of customers. If the dishes are too big, she can contact the kitchen through the planner and cancel individual dishes appropriately without wasting. Of course, guests can also be advised to improve the quality of dishes while reducing the amount. If the banquet is large in scale or high in standard, the younger sister of the restaurant should immediately report to the superior, and the relevant personnel of the food and beverage department should contact the kitchen to propose a plan to reduce the food, and then give the new menu to the guests for confirmation.

14. What about the temporary addition to the banquet?

When the number of people who need to be temporarily added to the banquet is not long, the younger sister of the restaurant can put the chair first, then put the corresponding tableware, and then ask the owner's opinion whether to increase the weight of the dishes or add other dishes according to the per capita standard. If you need to add meals, you should make a bill to the kitchen, and then inform the kitchen, food delivery department and greeter as soon as possible. If the number of people increases too much, it is suggested that the host increase the number of tables and inform the receptionist to make arrangements.

15. What if the guest asks to change the original dish during the banquet?

If you change to ordinary popular dishes, you can change them according to the requirements of the guests. If you want to replace special dishes or dishes with long production time and complicated workmanship, you should explain clearly to the guests, introduce the advantages of the dishes in detail, and persuade them to keep them as much as possible so as not to cause losses to the restaurant.

16. What should I do if the guests make a loud noise when dining in the lobby?

Loud noise by guests in the restaurant, such as boxing and ordering food, will destroy the atmosphere and dining environment of the restaurant. At this time, the little sister in the restaurant should politely go forward to dissuade her and ask her to keep quiet so as not to affect other guests' meals. If there is any noise, the parties concerned should be advised to solve it immediately outside the restaurant or in an idle private room. If guests don't listen to dissuasion, they must immediately notify the restaurant manager or supervisor, and the leader will come forward to persuade them.

17. What should I do if some ingredients are not used?

When encountering dishes with special eating methods, the younger sister of the restaurant should explain to the guests when serving. If the guests are not used to this way of eating, help them in time. For example, to eat Beijing roast duck, they can ask the kitchen to serve the rolled roast duck specially for the customer after obtaining the customer's consent.

18. What should I do if my little sister and the guests walk in the same aisle?

At this time, the little sister of the restaurant should take the initiative to give way and make a gesture of comity, asking the guests to go first. If the young lady in the restaurant has a dish in her hand, she should turn to the opposite side of the guest and say with a smile. After you. ? At this time, pay attention to the tray must not touch the guests.

19. What should guests do if they need to add sprite and ice cubes to their wine?

Fill a jar with water and put it on the owner's right hand; Please show the red wine and sprite to the host for verification, and ask the guests about the blending ratio they need; Pour red wine first, then sprite; Empty wine bottles and wide sprite should be removed in time.

20. When serving a guest at a table, other guests at the table ask you to provide service. What should I do?

At this time, the young lady in the restaurant should immediately give a warm and happy smile to the guests waiting for service and answer:? I'll be at your service right away. ? Or? Excuse me, please wait a moment. ? Move your hand quickly, but don't worry. Let the guests feel that they have not been left out and ignored. If the job at hand takes a long time, you should immediately find a colleague nearby to provide services.

2 1. What should I do if the guest asks to change dishes during the meal?

The little sister in the restaurant asked the guests to wait for a while and immediately went to the kitchen to see if the food was being cooked. If you are already cooking, please reply that the guest can't cancel, and tell the guest the exact time to serve, and ask him for understanding. If not, inform the kitchen to stop making, reply to the guest and inform the restaurant manager to cancel the dish. When introducing dishes to guests, you should inform them of the preparation time, so as to avoid complaints from guests due to long waiting time.

22. What should I do if there is a phone call for a guest who is dining in a restaurant?

At this time, the young lady in the restaurant should ask the details of the guests she is looking for, including their physical characteristics, names, approximate ages, company names or other information. Please wait a moment for the caller. If there are few customers in the restaurant, she can immediately find a similar customer and ask politely. If there are many strangers in the restaurant, you can immediately inform the restaurant receptionist to look for them. If the restaurant has broadcasting conditions, you can inform the relevant staff to broadcast the missing persons.

23. What should children do when they are running around the restaurant?

When eating, the food or soup served in the kitchen has a high temperature, which is easy to burn people, and it is easy for children to slip and fall when running around. At this time, the little sister in the restaurant should stop the car immediately, bring the child back to the adults, remind the adults to take good care of the child at any time to avoid accidents, arrange BB chairs for the child, and provide some brightly colored toys for the child to sit down if possible.

24. What should guests do when they hint that the food has gone bad?

The younger sister of the restaurant should listen to the guests' opinions patiently, apologize to the guests, immediately withdraw the food to the background, and ask the chef or restaurant manager to check whether the food has gone bad. If the food has really gone bad, you can cancel the dish for the customer, recommend other dishes, or consider giving away similar dishes for free. If the food has not gone bad, the restaurant manager should explain the raw materials, ingredients, preparation process and taste characteristics of this dish to the guests. The handling process should be as quiet as possible so as not to affect other customers.

25. The guest's order has just started, and suddenly something needs to be checked out. What should I do?

The younger sister of the restaurant should immediately inform the kitchen to stop making this table, find out what dishes can't be cancelled during the processing, tell the guests that they need to pay and ask if they need to pack, inform the cashier of the part that needs the customer to settle the bill, and apologize to the customer for not providing the service, asking them to enjoy good service next time; Inform the restaurant manager or usher to cancel the reservation in time and settle the bill for the customer quickly.

26. What if the guest thinks the cooking method is wrong?

The little sister in the restaurant must listen carefully to what the guests order. If it's because the younger sister in the restaurant misunderstood or didn't hear clearly when ordering, make a new dish for the guest immediately and apologize to the guest. If it is caused by the misunderstanding of the cooking methods of the dishes by the guests, the restaurant sister should patiently explain the cooking methods and the origin of the dishes, and highlight the advantages of the dishes in order to gain the understanding of the guests.

27. What should I do when a guest complains that the food is not cooked?

First of all, the young lady in the restaurant should apologize to the guests, ask whether the food is short or overcooked, then quickly send the food to the kitchen for the chef to handle, and then ask the customers' tastes when serving. If the guests are still not satisfied with the processed food, they should be advised to choose other foods and apologize to the guests. The restaurant manager should be informed immediately to decide whether to exempt the guests from the cost of this dish.

28. The waiter didn't hear the guest's order clearly and served the wrong dish. What if the guest doesn't want it?

The younger sister in the restaurant should apologize to the guests and sell this dish to them at a discount. If the guest insists on not wanting it, don't force it. Inform the chef to give priority to the dishes that the guests want; After the guests order, the restaurant sister must repeat it to the guests to avoid this situation.

29. I have repeated my order to the customer before placing the order, but what should I do when the customer refuses to admit that he ordered this dish and asks to cancel the order?

The little sister in the restaurant will feel very wronged at this moment, but she must not argue with the guests, but should politely say that the retelling has been confirmed by the customers and ask other guests at the same table to prove it. Pay attention to keep a smile on your face and explain to the guests that this is a very distinctive dish. You have a good eye for this dish. You might as well have a try.

30. What should the guest do if he complains that there is a foreign body in the dish?

The younger sister of the restaurant should apologize to the guests immediately, that is, remove the dishes and send them back to the kitchen, and inform the restaurant manager to handle the matter. She shouldn't argue with the guests without investigation, and she shouldn't casually echo their opinions. She should ask the guest for forgiveness after confirmation. The young lady in the restaurant should know something about condiments so that she can explain it to the guests on the spot. If it is really foreign, she should cancel the dish immediately and give the same dish. The restaurant manager can also consider giving another discount or exemption.

3 1. What should a guest do when he meets a friend at the next table and asks to be seated?

In this case, the younger sister of the restaurant should be as convenient as possible to the guests, meet the requirements of the guests as much as possible, inform the room service department of the transfer of the guests in time, avoid serving the wrong dishes and set the table for the guests again.

32. What if the guests bring their own food processing?

For the sake of the reputation of the restaurant, the younger sister of the restaurant generally refuses the request of guests to bring their own food to the restaurant for processing, because the source of raw materials cannot be guaranteed and the intentional risks such as food poisoning cannot be controlled.

33. What should the guest do if he proposes to cook according to his method?

The younger sister of the restaurant can ask whether the kitchen can be made according to the requirements of the guests. If so, ask about possible deviations, tell the guests the situation, and indicate the guests' requirements on the menu.

34. What if the guest is drunk?

When the guests show signs of drunkenness, the restaurant sister should politely refuse to add more wine to the guests and ask their sober friends to help persuade them to drink; Give guests hot towels and some hot tea or mineral water; If you vomit, clean up the dirt in time and keep the table clean; If guests make trouble by drinking in restaurants or private rooms, they should report to the restaurant manager and security department so as to take corresponding measures.

35. What if a guest suddenly feels uncomfortable while eating?

The little sister in the restaurant should take good care of the guest and let him rest on the sofa. If the guest is in shock, don't carry his body easily and call the hospital in time. When the doctor arrives, assist the doctor to send the guests out of the restaurant and send them to a nearby hospital to avoid accidents; Keep the dishes used by the guests for on-site inspection.

36. What should the waiter do when the guest is talking?

When the guest is talking, but the younger sister of the restaurant has questions for the guest, she must not interrupt the conversation at will, but should stand aside politely, wait for the gap between the guests' conversations, apologize before asking questions, and thank them after asking questions. For example:? Sorry to bother you, but I want to ask you a question. Thank you! ?

37. What if the guest is talking and can't serve the guest normally?

The young lady in the restaurant must not interrupt the conversation between the guests at will, but should stand by and wait politely, prepare the tableware that needs to be replaced and the dishes that need to be served, and serve and change the tableware quickly after apologizing during the conversation.

38. What should the guests do when they throw cigarette butts and other sundries on the carpet?

The lack of this basic quality of guests will affect the grade and image of the restaurant. Restaurant girls should use gentle service language to remind guests to use ashtrays in time and replace them in time. But be sure to pay attention to language skills, so as not to hurt the self-esteem of guests. You can gently remind the guests who fail to persuade, and this behavior needs to compensate for the loss of restaurant facilities.

39. What should I do if I accidentally spill food or drink on the guests during the service?

When providing food or drinks, the sister of the restaurant should politely remind the guests to avoid accidentally spilling vegetable juice and drinks on the guests. If you accidentally spill it on the guests, the younger sister of the restaurant should sincerely apologize to the guests and try to clean it up immediately. When the situation is serious, you can invite the guests to have a rest in the empty room, send the changed clothes to the laundry room, clean them for free, and return them quickly. The time should not be too long, so we should tell customers to eat safely in time.

40. While eating, the guest accidentally knocked over the water glass. What should I do with the glass?

The young lady in the restaurant immediately cleaned up, sucked up the drinks on the table with a napkin, then spread the water-stained place with a clean napkin of the same color, and then changed a cup for the guest and filled it with drinks. Pay attention to comfort guests with mild evidence, such as? Hello, customer, I didn't burn you, did I? I'll clean it for you right away. ?

4 1. What if the guest damages the tableware?

It is generally unintentional for guests to damage the tableware in restaurants. The young lady in the restaurant should be polite and comfort the guests politely, but don't blame the guests. Help the guests clean up the broken tableware first, and explain the compensation price of tableware to the guests in time, and claim compensation from the guests as appropriate. If the guest refuses to pay compensation, he should report it to the restaurant manager for handling. For example:? Are you okay? I scared you. Cups are not expensive,1one in 0 yuan. The most important thing is that you are not hurt. ?

42. The restaurant is closing soon, and there are guests eating. What should I do?

At this time, the young lady in the restaurant should pay more attention to the service to the guests. When cleaning up the tableware, she should take it lightly and don't make any noise. Before leaving work, the kitchen should ask the guests if they want to add food. It is not allowed to turn off the lights, vacuum and clean the tableware to urge guests to stay for service.

43. What should I do if the guests need to pack the leftover food after eating?

After the guests have finished eating, the younger sister in the restaurant should politely ask the guests if they need to pack the remaining food. If the guests ask for packing, they should serve the guests as soon as possible, box the remaining dishes and put them in environmentally-friendly packaging bags for objective people to take away.

44. What should a guest do if he leaves leftover food and asks to help him keep it?

The little sister in the restaurant should politely explain to the guests that the food is perishable and it is best to use it as soon as possible, and suggest and assist in packing it for the guests to take away. If the guest really has something that he can't take with him, he should explain that the food is stale and it is not convenient to keep it for him. Please forgive me.

45. What if the guest asks to keep the remaining drinks for him?

For the wine that is not easy to deteriorate, the younger sister in the restaurant should enthusiastically provide convenience, ask the company and name of the guest, carefully hang the record card on the bottle, put it back in the wine storage for safekeeping, know the time of the guest's next visit, and make registration. If beer and wine are opened, it is necessary to explain to the guests that this kind of wine will deteriorate quickly after opening the bottle, which is not convenient for the restaurant to keep. It is recommended that when the meal is finished.

46. What if the guests have a long meal and ask for hot dishes?

The little sister in the restaurant must not show her displeasure. She should provide warm-up service for the guests immediately, always maintain a good service attitude and provide quality service for the guests.

47. What should I do if I find that my guests have left their belongings in the restaurant?

For the items left by the guests, the younger sister of the restaurant should take good care of them, report to the foreman or restaurant manager, and make records so that the guests can come back and look for them. If the guest doesn't return to the store to look for it after the restaurant closes on that day, he should report to the restaurant manager and hand over the items to the lost and found department.

48. What should I do if there is a quarrel or fight between guests during dinner?

If the young lady in the restaurant has discovered the signs in advance, she should try to isolate the guests and provide them with services to distract them. If the guests quarrel, the younger sister of the restaurant should come forward to stop and isolate the guests, report to the supervisor, restaurant manager or security department immediately, and put the tableware and wine utensils on the table on the workbench or try to remove them to prevent danger.

49. What should I do if I know that some guests are halal or vegetarian before the banquet begins?

The younger sister in the restaurant should immediately ask the banquet organizer if it is necessary to prepare some halal or vegetarian dishes. Arrange guests as soon as possible after obtaining consent.

50. What if a guest suddenly loses power while eating?

The little sister in the restaurant should keep calm, try to stabilize the mood of the guests and advise them not to leave their seats as much as possible; Light the spare candle, turn on the spare power supply and call the maintenance department in time, and pay close attention to the guests' movements; When there is a power outage, outsiders are temporarily not allowed to enter the restaurant; Patrol the restaurant after the phone call and apologize to the guests.

5 1. What should I do if a guest falls down in the restaurant?

If a guest falls down in the restaurant, the younger sister of the restaurant will immediately come forward to help the guest and ask him how injured he is and whether he needs a doctor. Debris, oil stains and water stains on the ground should be cleaned up in time. If the ground is inconvenient to clean immediately, put a non-slip sign to remind the guests.

52. What should the guests do at the end of the meal?

First of all, you should make sure that all the dishes on this station are served. If the guests are talking about sex, you can serve them tea and inform the cashier to print out the bill so that the guests can serve immediately when they signal to check out.

The guests are still eating, but soon another round of customers is ready to eat. What should I do?

The young lady in the restaurant can prepare the tableware for the next round of reception service first. In the preparation work, pay attention to the light action, don't affect the guests' dining, and don't let the present guests misunderstand that the waiter is urging; When the guest leaves, check whether there is anything on the seat.

54. During the service, what should I do if the guest asks to take a photo with the restaurant girl?

During the service, when the guests take photos while pouring wine, tea and serving food, the younger sister of the restaurant should continue to work, but keep calm and concentrate, so as not to affect the service quality. Some guests will ask to take a photo with their little sister in the restaurant after dinner. Without affecting the service, they can accept generously and invite one more colleague to accompany them.

55. What if western guests are not proficient in using chopsticks when attending Chinese banquets?

When western guests order Chinese food, they can properly place western-style tableware, such as the main knife, fork and spoon. You can also ask the guests whether they need to remove Chinese tableware according to their specific conditions, and pay attention to providing convenience for the guests in time.

56. What should I do if I know it is a birthday party before the party starts?

If the guest has a birthday, according to the hotel practice, we can provide congratulations dishes, flowers, birthday cakes and play birthday greeting music.

57. What if the guest asks to sign the bill without a VIP card?

The younger sister of the restaurant should politely ask the guests to wait a moment and call the front desk immediately. If it is found that the guest really belongs to the customer who can sign the bill, you can agree to sign the bill. If you find that the guest does not have this right, you should politely explain to the guest and ask the guest to settle the bill in other ways.

58. What if the guest leaves without paying the bill?

At the end of the meal, customers should pay attention to providing checkout service at any time. Usually, there are very few guests who deliberately don't pay the bill. If they find that the guests have left the restaurant without paying the bill, the younger sister of the restaurant should immediately catch up or call the assistant manager of the lobby to inform the guests of their physical characteristics and keep the guests polite. Explain the situation quietly and let the guests pay for it. This can take care of the guest's face and make the guest not embarrassed.

59. What should I do if the variety of dishes suddenly rises in price, and the guests have opinions and are unwilling to pay the increase?

Regular customers in restaurants often know the prices of seasonal dishes like the back of their hands. If they suddenly raise prices, they will definitely question the restaurant girl and even refuse to pay cash. When the young lady in the restaurant receives such regular customers, she should inform the price of the dishes when ordering. If the guests only find that the price of the dishes has increased when they check out, it will lead to unhappiness. At this time, the young lady in the restaurant should sincerely apologize to her, admit that she forgot to tell the customer that the price of the food has increased, and then ask the supervisor or manager if she can collect the money at the price without the price increase, or appropriately reduce the extra amount, and then pay at the price of the next meal.

60. What should guests do when they go to a restaurant to look for lost items?

First of all, ask the guest the station number where he has been. The characteristics of the item should help the guests find it as much as possible. Please leave your contact number, name, company, etc. If found, please inform the guests or contact the security department for handling.

6 1. What should I do if a left-handed guest comes to the restaurant for dinner?

If the younger sister in the restaurant finds that the guest eats with his left hand, she should rearrange the tableware for him according to the principle that the left hand is convenient and suitable. If possible, try to arrange guests to eat in a place with large space on the left or a place where there is no one on the left.

62. What should a particularly picky guest pay attention to when eating in a restaurant?

The young lady in the restaurant should be tolerant of such customers, speak politely to the guests and listen carefully to the details requested by the guests. Guests should be patient when complaining, don't interrupt the conversation, don't argue with the guests when answering questions, and don't impose their wishes or hotel rules on the guests. Try to meet the requirements of the guests on the premise of not losing money in the hotel. When serving picky guests, we should pay attention to accumulate experience and try to avoid the same or similar things. We must ensure a high standard of service attitude and service level, and be consistent.

63. What should I pay attention to when dining alone?

Try to arrange the guests who dine alone in the corner, make contact with the guests as much as possible, and extend their service stay during the service period. For those who often go to restaurants and eat alone, remember their eating habits and deliberately arrange them in fixed seats.

64. What if the guests are not satisfied with the quality of the dishes?

According to the regulations of the restaurant, if the dishes do not meet the quality standards, they must be taken back and cooked again. If the redone dishes are still unsatisfactory to the guests, they should be returned or replaced. It is difficult for restaurant girls to control the quality of dishes, but they can handle them flexibly according to the actual situation. If guests complain after eating, they should know through other channels. After confirming the quality problems, the restaurant will give certain discounts or discounts to the guests when charging, so as to maintain the social reputation of the restaurant and satisfy the guests.

65. What if the guest asks something outside the business scope of the restaurant?

As a qualified waiter, the younger sister of the restaurant should not only have skilled service skills, but also have rich business knowledge and social knowledge. When a guest asks something outside the scope of business, she should try her best to answer it. When you encounter something that you are not sure or sure of the answer, you should try your best to find the answer and meet the requirements of the guests as much as possible. Should be avoided as much as possible? Maybe? . ? I think? Or? Don't you know? Words like that.

66. What if there is not enough cash when the guest checks out?

The younger sister in the restaurant should actively consider the guests and make some suggestions, such as suggesting using a credit card or other checkout methods, or asking one of the guests to go back and get the money. When there is only one guest, it is necessary to inform the security department in time, and the security department will arrange personnel to accompany the guest to withdraw money.

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