How to Handle Difficult situations in Restaurant or Bar? @HospitalityDoodle

Summary

This video offers practical advice for restaurant staff on handling common customer service issues. It covers situations such as dealing with spoiled or unsatisfactory dishes, accidents like dropped food or cutlery, lost guest property, and intoxicated guests. The script provides step-by-step procedures to ensure guest satisfaction, safety, and maintaining the establishment's reputation. By following these guidelines, wait staff can manage these incidents professionally, ensuring smooth operations and positive customer experiences. The video aims to equip staff with the knowledge to handle these scenarios with confidence and care.

Takeaways

• 😀 Apologize immediately when a guest complains about a spoiled dish or food that doesn't meet expectations, and offer a replacement promptly.
• 😀 If a dish is dropped accidentally, remove it quickly, clean the area, and offer complimentary snacks while the new dish is prepared.
• 😀 For dropped cutlery, provide fresh cutlery immediately and take the fallen cutlery back to the wash area.
• 😀 If a guest leaves behind personal property, check if they are still on the premises, return it if possible, or hand it over to a supervisor for safekeeping.
• 😀 Handle alcohol-related issues by refusing further service to drunk guests and monitoring their behavior to prevent disruptions.
• 😀 Always record incidents like spoiled dishes or dropped food on the KOT (Kitchen Order Ticket) with full details and an authorized signature.
• 😀 For accidents involving broken glass, ensure the area is cleaned carefully and safely, and report the incident to the relevant supervisor.
• 😀 If a guest's behavior becomes problematic due to intoxication, seek assistance from other staff or security to manage the situation without physical contact.
• 😀 Ensure a quick and smooth recovery when a dish is spoiled by offering a choice between the same dish or something else from the menu.
• 😀 Always handle lost items with care, ensuring they are securely logged and stored until claimed, and notify the guest as soon as possible.

Q & A

What is the first step to take if a guest complains about a spoiled or unsatisfactory dish?

The first step is to immediately apologize to the guest as soon as the complaint is made.

How should the waiter handle a dropped dish in the restaurant?

The waiter should pick up the dropped dish, inform the chef, clean the area with a pan and brush, and notify the station holder to offer the guest complimentary snacks while the replacement is prepared.

What should be done if a guest drops cutlery on the floor during a meal?

The waiter should promptly provide fresh cutlery on a napkin or tissue, then take the fallen cutlery to the washing area.

What is the recommended procedure if a guest leaves behind personal property in the dining area?

The waiter should check if the guest is still in the area and return the item. If not, the item should be handed over to the supervisor, who will check with reception or contact the guest directly to return the lost property.

What actions should be taken if a guest is consuming alcohol beyond the recommended limits?

The staff should politely refuse further alcoholic drinks and, if necessary, ask the guest to leave the service area. If the guest is still eating, they can finish their meal without additional alcohol being served.

What should be done if the dropped dish involves a broken glass container?

If a glass container breaks, the waiter should collect the larger pieces with a pan, clean the area carefully, and ensure the floor is mopped dry to avoid accidents.

How should a waiter deal with a guest who becomes excessively drunk and disruptive?

The waiter should seek assistance from other staff or security to remove the guest from the eating area if necessary, avoid physical contact, and ensure the guest is monitored until they leave the premises.

What is the role of the supervisor or headwaiter when an item is found in the restaurant after the guest has left?

The supervisor or headwaiter is responsible for receiving the lost item, checking with reception to locate the guest, and documenting the item in accordance with the hotel's lost and found procedures.

What should the waiter do if a guest has been served a dish that does not meet their expectations, such as being spoiled or not up to standard?

The waiter should immediately apologize, remove the dish, offer a replacement from the menu, record the incident with an E-N-T-K-O-T, and ensure the dish is replaced promptly with another from the kitchen.

How should staff handle situations when a food order is dropped by accident while being served to the guest?

Staff should immediately clean up the mess, inform the chef about the incident, offer complimentary snacks to the guest, and ensure a fresh order is quickly prepared and served.