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How to Handle Difficult

Situationin Restaurant

FB Server floor trainingby : Heru Setiawan

Medan, 14 Sept 2011

Difficult SituationExamples diff icult situations in

restaurantBad

Weather

Noisy Guests

Intoxication GuestGuest

Limited Mobility

Spillage

Difficulties communicating

guest

Blind/Partially Sighted

Illness Guest Animals on the

premises

Accidents Guest

and many more…

Difficult Situation

Generic action for al l situation is …

Apology(First thing first)

Spillage

Things to do:

Apology &Immediately check if none has fallen on the guest’s cloth

If it is on guest’s clothing:Allow guest to rub over dirty spot with clean napkin

If necessary, assist to rest room to do so

Spillage (continuation)

Red wine / cocktails spil lages:

Notify floor manager for further action (depends on the nature of spillage)

Spillage (continuation)

Spillage on table cloth (for restaurant using clothing table ONLY)

Return the dish for replacement / re-arrangement

Remove all dining gear at the spillage area

Spillage (continuation)

Rub the spot with clean cloth

Cover with clean Napkin

Re-set with fresh dining gear

Intoxication GuestSituation wil l occur when:

It is not ADVISABLE to suggest alcoholic beverage to people

who is under influences of alcohol

Intoxication Guest (continuation)

Walk-in guest stepping into restaurant (door control)

If greeter believe guest is possibly under the influence of drink, she may refuse to give table

Existing guest inside the restaurant

To be ascertain by floor manager

Ask guest to leave the restaurant

Why?objectionable to other guests later on

Intoxication Guest (continuation)

Intoxication Guest (continuation)

Guest has already consumed part of the meal

the floor manager must ensure no more alcoholic beverages to be served during the rest of the meal

Blind or Partially Sighted Customer

Remember it is ‘by touch’ that blind people

see and are made aware that they are involved in what is happening

around them .

Blind or Partially Sighted Customer (continuation)

Prior to ‘ordering’

a gentle touch on the hand or arm to attract their attention

Always offer boneless meat or fish dishes, and ready /easy to feed

Blind or Partially Sighted Customer (continuation)

Never OVERFILL glasses, cups, or soup bowls

Use ‘bowls’ in place of ‘plates’ for specific food items, but always ask the guest first

Guest with Communication

difficultiesWhen communication problem arise…

when the guest is either deaf

or have such little knowledge of

common language

Guest with Communication difficulties (continuation)

Stand in such a position that the customer is able to see your face Clearly

Speak slowly and distinctlyDescribe items in simple, precise, and plain languages

Seat customers away from possible excessive noise

Read back the order to confirm all requests

Listen attentively

Draw an illustration (remember:

one picture describes 1000 words)

Guest with Communication difficulties (continuation)

Guest with limited mobility

Position hem/her out of the main thoroughfare of customer/staff movement (table # 7 is NOT ADVISABLE)

Position him/her with easy access to fire exits

Walking sticks should be placed in readily available position

Illness of Customers

Floor manager must be immediately notified

Floor manager must offer assistance and make assessment that the illness is serious nature or not

Illness of Customers (continuation)

Calling doctor for primary inspection before taking guest to the hospital

If after short period of time guest returns to the meal, fresh cover should be set up

Key ruleAlways think positively even having a day of full difficult situations

Do not take personally

Our personal well-being depends on our abil ity to handle diff icult situation

Next…

Any Questions

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How to handle difficult situation

Evaluation t ime!