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1、《餐饮部100个问答》"Foodandbeveragedepartment100questionsandanswers"1、遇到不礼貌或衣冠不整齐的客人怎么办?答:不能用生硬的态度对待客人,应用自身的服务教导客人,以自身为榜样,使客人改变其行为。1,encounteredrudeorirregulardressedguestshowtodo?Answer:cannotberigidattitudetowardstheguests,theuseoftheirownservicestoteachtheguests,inordertothemselvesasanexample,soth
2、atthegueststochangetheirbehavior.2、遇到心情欠佳的客人怎么办?答:无论客人如何,服务员态度都应柔和,应耐心、周到、语气简练、操作快捷得体,不要因客人发脾气而茫然。2,encounteredapoormoodoftheguestshowtodo?Answer:nomatterhowtheguests,waitersshouldbesoft,shouldbepatient,thoughtful,concise,quickandproperoperation,donotlosehistemperandataloss.3、服务过程中心情欠佳怎么办?答:无
3、论什么原因,一旦上岗必须忘记私事(把烦恼留在家中),全身心投入工作,不因自己情绪而影响工作,从而给工作带来不必要的麻烦。3,themoodintheprocessofservicenothowtodo?Answer:nomatterwhatthereason,oncetheappointmentmustforget(personaltroublesathome),threwhimselfintowork,notbecauseoftheirownemotionsandtheimpactofthework,soastobringunnecessarytroubletowork.4、遇
4、有伤残客人怎么办?答:尽量为他们提供方便,不要用好奇的眼光看他们,因为他们是敏感的,提供方便同时不要过分照顾,以免有伤他们的自尊。4,incaseofdisabledguestshowtodo?Answer:asfaraspossibletoprovidethemwithconvenience,donotlookatthemwithacuriouslook,becausetheyaresensitive,providingconvenienceatthesametimedonotovercare,soasnottohurttheirself-esteem.5、餐厅已客满,只有留给
5、旅行团的位空着怎么办?答:首先向客人解释是留台,如实在无空位,可使其在留台外休息或领他们参观海鲜池等地,或先点菜(如赶时间),但海鲜不得过早捞出来。5,therestauranthasbeenfull,onlytoleavethespaceofthetravelgroup,howtodo?Answer:firstofalltothegueststoexplainistostayinTaiwan,intheabsenceofanhonest,canmakeitintherestofthetabletorestorleadthemtovisittheseafoodpoolandoth
6、erplaces,oralala(suchastime),butnottooearlytogetoutofseafood.6、客人进餐厅不知他是否用餐怎么办?答:无论如何我们都笑脸相迎,点头示意,并以婉转(委婉)的语气询问客人,他不用餐也不能表现不满情绪,只要从你身边经过的客人,服务员工都应该点头示意、问好。6,theguestsintothedininghallmealdonotknowwhetherhedo?Answer:anywaywearesmiling,noddingandmildly(euphemism)toneaskguest,hedoesnothavemealca
7、nnotexpressdissatisfaction,aslongasfromyoursideaftertheguests,staffshouldnodandsayhello.7、带小孩的客人进餐怎么办?答:应先帮他拿一张干净的童椅,并将热水瓶等易碎物品拿开,以防不测。7,withachildguestsdininghowtodo?Answer:shouldfirsthelphimwithacleanchildchair,andhotwaterbottlesandotherfra