TYPE OF GUESTS 16.

Server spills food or drinks on the clothing of

the guest.
17. Food is slow from the kitchen.
18. Server was not informed that the kitchen is out
of the food ordered item.
19. Foreign object found in the food by the guest.
20. Guest complaints about the food when he has
eaten the most of it.
21. Guest leaving without paying.
SETTING THE MOOD/AMBIANCE
Total dining experience for the guest is much affected
by the atmosphere and ambiance created by the
management.

PHONE ETIQUETTE
- It is the way you use manners to represent
yourself and your business to customers via
telephone communication.
- This includes the way you greet a customer,
your body language, tone of voice, word choice,
listening skills and how you close a call.
-Answer the call within three rings.
-Immediately introduce yourself.
-Speak clearly.
-Only use speakerphone when necessary.
-Actively listen and take notes.
TYPES OF DIFFICULT SITUATION: -Use proper language.
1. Guest receives food not up to his expectations. Remain cheerful.
2. Guest complaints that food is cold or
undercooked. -Ask before putting someone on hold or
3. Guest says food is overcooked or burned. transferring a call.
4. Guest states that the portion size is too small.
-Be honest if you don't know the answer.
5. Guest says that the order is wrong.
6. Guest would like a baby bottle heated. -Be mindful of your volume.
7. Guest that lets their children to wander around
the floor. -Check for and respond to voicemails.
8. Guest is very dissatisfied with food and does not
ANSWER THE CALL WITHIN THREE RINGS.
want to wait for a replacement.
- Means staying focused and answering calls
9. Guest complaints that food is undercooked,
immediately.
although it is half eaten.
- Being available to callers, you should actually
10. Guest order together and then want to pay
be available.
separately.
- The last thing you want to do is keep a
11. Server forgot to turn in the guest’s order to the
customer waiting after a string of endless
kitchen.
ringing or send them to voicemail when you
12. Guest is unhappy and had bad opinion of the
should've been able and ready to reply.
food and service.
IMMEDIATELY INTRODUCE YOURSELF.
13. Guest is intoxicated.
- You should confirm with the person whom
14. Too many guests are seated in a server’s section
they have called.
15. Guest leaves shopping bag or attached case
- It's sufficient to begin with a "Hello?" and let
along the aisle.
the caller introduce themselves first.
 - You want to allow the caller to know if they've ► The forks are kept with tines facing up.
hit a wrong number, as well as whom they are ► The spoons are kept with the bowls facing up.
speaking with. ► The glassware is handled by the bottom quarter
of the glass or by the stem in case of stemmed
(Practice answer the phone with) "Hi, this is glass.
[Your first name] from [Your company]. How Professionalism
can I help you?" ► Appear confident by maintaining good posture,
SPEAK CLEARLY. standing erect, and facing others squarely.
- Require very strong communication skills. ► Be open-minded.
- Always want to speak as clearly as possible. ► Be receptive to changes, or schedule whether
- Project your voice without shouting. You want changes.
to be heard and avoid having to repeat yourself. ► Look for positive aspects in all situations.
ONLY USE SPEAKERPHONE WHEN NECESSARY. ► Take pride in your skills and abilities, and the
- Give your customers your full attention, and skills and abilities of your co-workers.
avoid speakerphone. ► Constructively voice out concerns over some
ACTIVELY LISTEN AND TAKE NOTES. issues.
- Paying attention to your customer. Behavior in Professional Manner
- It's helpful to take notes during support calls. ► Maintain a high level of personal hygiene.
USE PROPER LANGUAGE. ► Maintain your uniform or work clothing
- Always be mindful and respectful when on the ► Maintain a professional image and exhibit
phone. professional decorum.
- It's best to use formal language. Characteristics and Examples
REMAIN CHEERFUL. ► Be Accountable. take responsibility for your
- Always remain positive and friendly, especially actions and follow up as requested or promised.
in the face of negativity. ► Be Accurate. provide correct information.
ASK BEFORE PUTTING SOMEONE ON HOLD OR ► Be Alert. be aware of the situation around you
TRANSFERRING A CALL. at all times.
- If you must put a customer on hold or transfer ► Be committed to safety. Adhere to operational
their call, always ask for their permission first. standards when maintaining and using
- Explain why it's necessary to do so, and equipment.
reassure them that you — or another employee ► Be concerned about the over-all appearance of
— are going to get their problem solved swiftly. the property. notify management of tears in
BE HONEST IF YOU DON'T KNOW THE ANSWER. carpet or other problems.
- Customers don't typically expect you to have ► Be Confident. act with assurance.
all the solutions at hand, but they will expect ► Be Conscientious. pay attention to details.
you to be transparent. ► Be Considerate. take time to listen.
BE MINDFUL OF YOUR VOLUME. ► Be Consistent. always provide excellent service.
- Always want to be mindful of your volume and ► Be Cooperative. be aware of demands on other
ensure that you're not disrupting the ability of areas, forward necessary information to
your co-workers to speak to customers and get appropriate departments, help prepare for
their work done. events by assisting with decorating, and share in
CHECK FOR AND RESPOND TO VOICEMAILS. the workload by helping other staff whenever
- Make sure you're always checking for them. possible.
- Start and end each day by checking your ► Be Courteous. say "please" and "thank you",
voicemail.
- Your customers will appreciate your prompt
response, and you can get on to doing what you
do best — providing knowledgeable and
friendly support.
RULES FOR LAYING A TABLE
Some specific rules in the laying up of a table:
► The table should not be wobbly.
► The table should be clean and free of crumbs.
► The baize should be fixed on the table.
► The drop of the tablecloth is 9 inches to 12
inches.
► The tableware and chinaware should be 1/2 to
1 inch from the edge of the table.
► The knives are kept with their blades facing left.
► The logos on the tableware should face the
guest.
► The side plate is placed on the left of the cover.
► The water glass is placed on the tip of the large
knife.