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1. One night, the Chinese restaurant of a five-star hotel in Beijing was receiving foreign tourist groups and conference groups. Mr. Sun is the translator for a company responsible for receiving a special foreign guest conference group. After making arrangements for the foreign guests, he and his colleagues went to the nearby work restaurant for dinner. On this day, the foreign guest team all ordered a banquet of "Beijing Roast Duck", and the translators, tour guides and drivers also enjoyed the same dining standards as the foreign guests. After Mr. Sun took his seat, the waiter brought tea and cold dishes, but after waiting for a long time, no other dishes were served. He couldn't help but press the waiter, and the waiter told him that he was too busy today and asked him to wait a little longer and serve the food immediately. Mr. Sun waited for another long time, but still no food was served. At this time, the food on other tables had almost been served. Mr. Sun and his colleagues went to ask twice more, but their table was not served, so Mr. Sun got angry and stopped asking. After the foreign guests finished their meal, Mr. Sun took them directly to the car. At this time, the waiter rushed to the car door and asked Mr. Sun to sign the bill and settle the bill.

Mr. Sun said angrily: "I haven't eaten at all, so what's the bill?"

"Sir, I'm really sorry. I'm really too busy today. I'll leave you there." One table has been neglected. Otherwise, the dishes and ducks will be delivered to you, but please pay the bill first." The waiter said anxiously.

"Although we are also service staff, we should all be guests when we come to your hotel, and we should be treated equally. You served the foreign guests and other tables, but you didn't serve us, even after urging us several times. It’s still not good, and we haven’t even eaten yet. If you want to pay, please ask a ‘foreigner’,” Mr. Sun said as he got on the bus. Upon seeing this, other people hurriedly tried to persuade Mr. Sun, and some foreign guests in the car also asked about this matter. Finally, Mr. Sun and the waiter returned to the restaurant to pay. He refused the "dinner" packaged for him by the restaurant, and just said to the waiter: "Please remember this lesson and don't ignore every guest in the future."

Question: We can learn from this case In terms of restaurant management, what are the deficiencies of the service staff in terms of food service?

2. One late autumn evening, three guests were dining in a Chinese restaurant in a hotel in a southern city. They have been sitting here for more than two hours and still have no intention of leaving. The waiter was very anxious and stood beside them several times, trying to urge them to pay quickly, but he never said anything. Finally, she couldn't help but said to the guest: "Sir, can you check out quickly? If you want to continue chatting, please go to the bar or coffee shop."

"What! You want to drive us away, we are still here" I don’t want to pay.” One customer was very angry after hearing what she said and expressed her unwillingness to leave. Another customer looked at his watch and quickly advised his companion to pay the bill immediately. The angry customer angrily asked the waiter to bring the bill. After looking at the bill, he pointed out that there was a dish that was not ordered but was included in the bill and asked the waiter to correct it. The waiter hurriedly answered the customer that the bill must be correct and the food had been served. Several guests argued that they did not ask for this dish. The waiter thought about it carefully and felt that he might have made a mistake, so he hurriedly went to the cashier to change the account.

When she handed the revised bill to the guest, the guest said to her: "I can pay for the meal, but your service attitude is unacceptable to us. Please call the restaurant manager over immediately." "The waiter felt very aggrieved after hearing what the customer said. In fact, she did not make any mistakes in the process of ordering and serving the guests. She just wanted to urge the guests to check out earlier.

"Sir, if I made any mistakes in the service, I apologize to you. It's better not to go to our manager." The waiter said in a pleading tone.

"No, we just want to find your manager. The people in Calgary did not compromise.

Seeing that the matter was irreversible, the waiter had no choice but to find the restaurant manager. The guests told the waiter that they The way I urged them to pay was very annoying. In addition, the waiter overcharged the bill, which showed that there was something wrong with the waiter's attitude.

"These are indeed mistakes in our work, and I apologize to everyone." The gentlemen can settle the bill whenever they like, and you are welcome to continue to rest here after the bill is settled. "The manager said as he asked the waiter to quickly pour tea for the guests. After the manager and the waiter repeatedly apologized, the guests finally said nothing more. They paid and left with anger on their faces.

Question: What mistakes did the waiter in this example make during the checkout process?

Have a good grasp of the details in catering services. Pay more attention to observing and accumulating guests' dissatisfaction complaints and handling situations. With a little sorting, it can become a very good and typical case. I hope it can help you. Solve an urgent need! I like catering work very much and hope to become friends!