Seek hotel food service case!

1, one night, a five-star hotel in Beijing, the Chinese restaurant is receiving foreign guests tour groups and conference groups. Mr. Sun is a company responsible for receiving special foreign guests conference group of interpreters, he arranged the foreign guests and colleagues to the side of the work of the restaurant. On this day, the foreign guest team ordered the "Beijing duck" meal feast, interpreters, tour guides and drivers to enjoy the same dining standards as foreign guests. After Mr. Sun was seated, the waiter served tea and cold dishes, but he waited a long time for the other dishes to be served. He could not help but go to ask the waiter, the waiter told him, today is too busy, please wait a little longer, immediately on the food. Mr. Sun again waited for half a day, still do not see the food, at this time the other tables of the food has been served almost. Mr. Sun and his colleagues went to ask twice, but it is their table does not give food, Mr. Sun gambling no longer urge. Foreign guests finished the meal, Mr. Sun directly with them on the car. At this time, the waiter chased to the door of the car and asked Mr. Sun to sign the bill.

Mr. Sun said, "I didn't even eat the meal, what's the bill?"

"Sir, I'm really sorry. I'm sorry, sir. I've been so busy today that I've neglected your table. Otherwise, I'll give you a package of vegetables and duck to take away. But please pay the bill first." The waiter said anxiously.

"Although we are also service personnel, but to your hotel should be guests, treatment is also equal. You give foreign guests and other tables are on the food, but not to us on the food, urged a few times still can not, so that we have not eaten now. If you want to pay the bill, you should look for 'foreigners'." Mr. Sun said he was about to get into his car. Mr. Sun said he was about to get into the car. Other people were busy trying to persuade Mr. Sun, and some of the foreign guests on the bus asked about this. In the end, Mr. Sun went back to the restaurant with the waiter to settle the bill. He refused the packaged "dinner" and told the waiter, "Please remember this lesson and don't neglect every customer in the future."

Question: What can be learned from this case about the shortcomings of the restaurant's management and the waiters' service in serving meals.

2, a late fall evening, three guests in a southern city, a hotel in the Chinese restaurant. They have been sitting here for more than two hours, still no intention of going. The waitress was very anxious, to their side stood several times, want to urge them to quickly check out, but has not been said. Finally, she finally could not help but say to the guests: "Sir, can you quickly check out, if you want to continue to chat please go to the bar or cafe."

"What! You want to kick us out, we don't want to pay the bill right now." One of the customers was very angry with her and said he didn't want to leave. Another customer looked at his watch and urged his companion to pay the bill immediately. The angry customer asked the waiter to bring the bill. After looking at the bill, he pointed out that there was a dish that had not been ordered but had been included in the bill, and asked the waiter to correct it. The waiter replied that the bill was correct and that the dish had already been served. Several customers argued that they had not asked for this dish. The waiter carefully recalled his mistake and went to the cashier's office to correct the bill.

When she handed over the corrected bill to the customer, the customer said to her: "I can pay for the meal, but the attitude of your service is unacceptable to us. Please call the restaurant manager immediately." The waitress felt very aggrieved at the customer's words. In fact, she was not at fault in the process of ordering and eating, but just wanted to urge the guests to pay the bill earlier.

"Sir, I apologize for any faults in the service, but don't look for our manager." The waiter said in a pleading tone.

"No, we are looking for your manager. The Khans did not compromise.

The waiter saw that the matter was irreversible and had to bring the manager of the restaurant. The guests told the restaurant that they were angry with the waiter for rushing them to pay the bill. In addition, the waiter had over-calculated the bill, all of which indicated that the waiter's attitude was problematic.

"These are really mistakes in our work, and I apologize to everyone. You are welcome to settle your bill whenever you like, and you are welcome to continue to rest here after you have settled your bill." The manager said while asking the waiter to quickly pour tea for the guests. After the manager and the waiter apologized again and again, the guests finally said nothing more, and they paid the bill and left with a lingering anger on their faces.

Question: What mistakes did the waiter in this case make at the checkout?

For catering services in the details to grasp, usually pay more attention to observation and accumulation of guest complaints and handling of the situation, a little bit of organization, can become a very good and typical case, I hope to help you to solve the pressing problem! I really like the catering work, may be able to become friends!