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1、西餐案例分析（Westernfoodcaseanalysis）CaseanalysisofcommonserviceinhotelandRestaurant(1)whataboutwrongmenusorwrongdishes?Answer:1,firstofallapologizetotheguests,findoutthereasonandtelltheguest,askwhethertheguestopinionstillneed.2,ifnecessary,shouldcontactthekitchen,thefastestsp
2、eedcookingout,andbytheforemanorrestaurantmanageragainapology.3,iftheguestdoesnotneed,shouldgivetheguestsaway,orfreefruitoratenpercentoffdiscounttoapologize.(two)theguestsorderaccordingtothemenu,thekitchenisnot,howshouldwesolve?Answer:1,apologize,asktheguestopinion,askwhe
3、theryoucanchangethepriceofthisdish,flavorsimilardishes,suchasguestsagreedthatthefastestspeeddishes.2,iftheguestsinsistedontheoriginaldishes,shouldasktheguesttopatientlywait,immediatelycontactthekitchen,orfromotherdepartmentsforpurchasingorquicklygoout,immediatelycooked.3
4、,therestaurantcaptainormanageronceagainapologizetotheguests.(three)howdoguestseatflies,glassandotherforeignobjectsintheirdishes?Answer:1,firstapologizetotheguests,andaftertheguestsallowedtowithdrawthedishes.2,bytherestaurantforemantoconsulttheviewsoftheguests,ortodoagues
5、t,orreplaceaspecialdish,orfreefruit,tenpercentoffguests,thegueststomakeaprofoundreview,ensurethatnosimilarsituation.3,aftertheorganizationconcernedpersonnelinvestigatethismatter,andtotheresponsiblepersontomakeafinedealwith.(four),thewaiterwillnotbecookingwater,soup,drink
6、dirtyhowtodoguestlaundry?Answer:1,firstofall,givethegueststowelsornapkins,sincerelyapologizetotheguests,thewaitershouldhelpguestswipe,suchasfemaleguests,guestshavetowipetheirown.2,thewaitershouldimmediatelyorganizethetable,suchasdirtybadly,pleasechangetheguestsforguestst
7、owashandasktheguesttoleavetheaddressandphonenumber,towashclothestocomeback.3,iftheguestdoesnotwishtochangeclothesinthehotel,canletthewaiteraftermealafterguestswillgetwashedclothes,sendingforgueststoapologize.(five)whatshouldguestsdowhentheyarenotsatisfiedwiththedishes?An
8、swer:1,theguestsarenotsatisfiedwiththedishesforavarietyofreasons,maydishsaltyortoolight;maybethequality
