How to Handle Difficult situations in Restaurant or Bar?
Handling situations
@HospitalityDoodle
Dealing with different situations in dining area
certain procedure that staff may follow in the dining area to handle different situations and guest are given below.
DISH SERVED IS SPOILED
If the guest complains that the dish served to him/her smells bad or spoiled or not up to the standards, the procedure given are recommended.
Apologise to the guest and remove the dish at once and place it on the side station.
Present the menu to the guest and ask if he/she wants to have another portion of the same dish or something else in its place.
Make an ent kot -a special kot that records the name of the dish being returned and the dish which is served in its place as well. This KOT must be authorized by someone in authority.
Correct the cover and place the necessary accompaniment.
Return the dish to the aboyeur with the ent kot.
Collect the dish ordered by the guest.
Serve and apologize again for the inconvience caused.
DISH DROPPED ACCIDENTALLY
Very often dishes fall off accidentally on the floor while carrying to the restaurant, especially by the trainees or by casual temproary staffs. It draws the immediate attention of the guests dining in the area who will be observing the action taken. The wait staff should deal with such situations as follow..
Immediately pick up the food container and place it on a tray.
Take it back to the hot counter, inform the incident to the aboyeur and on the way back,get the pan and brush.
Brush up the food on to the pan and dispose it in the wash area.
Take the mop to the affected area and mop the floor,dry quickly and make sure the area is absolutely clean.
If a glass container is broken into pieces, collect the bigger pieces of glasses on a pan and clean the area carefully.
Make “accident KOT” mentioning the name of the dish requested and the name of the person by whom it is authorised.
Collec the dish and serve to the guest.
Take the fallen dish from the hot counter after getting approval from aboyeur and throw in the trash.
PIECE OF CUTLERY DROPPED BY THE GUEST
While dining, children or at times, adults may accidentally drop cutlery on the floor. In such situations, the following should be done.
The waiter must immedtialtely get a fresh piece of appropirate cutlery on a plate lined with cloth and place the cutlery on the table.
Pick up the fallen cutlery and take it back to the wash area.
LOST PROPERTY
While leaving the restaurant, some guests may forget to take back their belongings or drop something unknowingly. It is a usual practice for waiters to check if guests have left anything behind. If a waiter finds any article, such as camera, wallets,helmet,sun glasses,etc., he/she should not fall prey to any temptation and keep the article with him/her. The following steps should be taken when guests forget to carry their belongings.
Check quickly if the guest is in the service area.
If he/she is still in the area, the article is returned to him/her.
If the guest has left the service area, the waiter hands the article to the head waiter or supervisor in charge.
The supervisor or head waiter should check with the reception if the guest has left the permises.
If the guest is a resident, then the receptionist may ring his/her room, inform that the article has been found, and that it can be collected at a convenient time.
If the guest is a regular visitor, the head waiter can contact and inform him/her about the article he/she has left behind.
If the owner cannot be found or contataced immediately, the head waiter or supervisor should write a description of the article and contents in case of wallet or purse in presence of the person who found the article.
The head waiter or supervisor must indicate the date, where the article was found and at what time.
ALCOHOL OVER CONSUMPTION
The behaviour of drunken guests may be grouped into two level.
Level 1- drunken guests get louder and may become over friendly with every one
Level-2 – drunken guests have difficulty in walking: their speech may be slurred,may argue and may have reduced muscle coordination.
If a guest is suspected of having too many drinks, t, the following steps might be taken.
A drunken guest may become a nuisance to other guests and harm the reputation of the establishment: politely refuse him/her a table in restaurant.
If it becomes difficult in handling a drunken guest,then seek assistance from other members of staff or security in removing person from the eating area,avoiding any physical contact with others.
If the guest seems to be drunk, then polietly ask him/her to leave the service area.
If the guest has already consumed part of meal and his/her behaviour is not objectionable, then serve the remainder of the meal in the normal fashion,but no alcoholic bevergae should be offered.
On finishing the meal, keep him/her under close watch until he/she has left the permises.
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