I am filling out an application online for a waiter position at an upscale hotel restaurant. I have never been a waiter before but experience is not necessary there as they will train the right person. I am stumped on this question.... " A guest asks you for something that you are out of. The guest gets very upset and starts to walk out of the restaurant. How do you handle this situation." I have no idea! Are there any servers out there that could help me out? Or anyone who has been a guest in this situation? Thank you in advance.
2006-09-17 13:25:59 · 28 answers · asked by ChemGuy 2 in Society & Culture ➔ Etiquette
Offer them an alternative-have one ready if you know you are out of something. It should be something comparable if not better. Example: We are out of our prime rib tonight, but we'd like to offer you our filet mignon at the same price as the prime rib.
You could also apologize for running out by saying it was a very popular menu item that particular night. Offer them a free dessert. Perhaps if they called ahead next time, you could reserve the item for them.
2006-09-17 13:30:02 · answer #1 · answered by lil_angel64 4 · 0⤊ 0⤋
Easy...It's an upscale hotel so you do this... You get a hold of front desk tell them to find an usher that's not too busy and you send that usher on a run to get whatever it was that the customer wanted. Upscale means lots of money, it also means lots of expectations. Disappointment means loss of repeat business, keep 'em happy and money is just a number to them.
Pleasing them when it's more of an inconvenience can translate into a bigger tip. If someone else does the run the right thing to do is split the tip with them.
Have fun man, working upscale is a trip.
Good luck with the job.
2006-09-17 15:50:24 · answer #2 · answered by Joshua Pettigrew 2 · 0⤊ 0⤋
I think that the best way to handle any sort of situation where you have to disappoint someone is to: Be sympathetic, but don't over do it--and always turn it around to a positive statement:
Examples: Oh, I am so sorry that we are out of Earl Grey tea this evening--I would be happy to suggest XXXX, which you might like to try with some lemon and a slice of our apple pie.
I am so sorry that you are unhappy with the selection tonight -- I would be happy to find our manager for you to talk to --she would want to know that you are disappointed.
You might also talk with the manager to see if the restaurant has a policy for things you can offer in cases like this, such as "dessert on the house" or a coupon or something.
This is just a general customer service technique that you can use in a lot of different situations.
2006-09-17 13:36:08 · answer #3 · answered by Ponderingwisdom 4 · 1⤊ 0⤋
I've never been a waiter but I was in Customer Service before. I think when a restaurant is out of something it is customary to suggest some thing that is simular to it. "I'm sorry sir we're out Filet's however we have a New York Strip Steak that is just as yummy!" Well maybe not use Yummy. I also think sometimes they give a free desert etc. Of course make sure that is what your restaurant does. If that doesn't work I always found it helpful if I wasn't able to help them to suggest they speak to my manager or some one over my head. That way they know you do care about them & your trying your best to make sure they have a enjoyable time at your place of business.
2006-09-17 13:31:15 · answer #4 · answered by Snuggs77 2 · 2⤊ 0⤋
Offer them a substitute of whatever they are asking for. If they decline again and keep up arguing and start walking out, offer one more time. The individual might have been upset with something earlier on in the day and you just caught him at the bad time. Everybody has those kinds of days. The show must go on and you must satisfy as many customers as you can.
goodluck bro
2006-09-17 13:29:29 · answer #5 · answered by Matt 2 · 1⤊ 0⤋
A good restaurant, like a fancy one, will say that they will send someone across the street to a grocery store, to get them mint jelly and they will tell the customer they are going to get it for them. Usually the customer will stay.
If the person is already leaving, get a manager.
2006-09-17 13:28:55 · answer #6 · answered by the nothing 4 · 0⤊ 0⤋
Aah, this it a toughie. Calmly explain to the guest that you're very sorry. Then, offer to let them talk to the manager, or ask the manager if you can substitute a desert for free since they were inconvienced. If he says no, then you buy them a desert.
2006-09-17 13:31:43 · answer #7 · answered by Anonymous · 1⤊ 0⤋
Follow the gentlemen out and politly say, im sorry for the inconvenence sir., Is there somethinjg else i can help u with IF NOT say we are sorry we cant assist you here i hope you find what ur looking for, have a good night
2006-09-17 13:34:37 · answer #8 · answered by ria=] 2 · 1⤊ 0⤋
find out the companies policy on your empowerment -- the best would be to offer a subsititute immediately upon the 86'd item. if it's not available and depending on the type of property -- invite them back on the house when it's back in supply.
(exceptions made for seasonal items)
2006-09-17 13:28:01 · answer #9 · answered by Marysia 7 · 2⤊ 0⤋
You tell your manager and they will check in the freezer depending on if it's a frozen item. And if they don't have it they will usually send someone to the store to get it. So just say something like "It depends on the item that they are asking for. If it is something frozen, I can check the freezer. If we are totally out of it, then I can just go to the store to buy it with money from my manager. " You shouldn't tell a customer you are out of something. Always try to solve the problem.
2006-09-17 13:29:06 · answer #10 · answered by Mel 3 · 0⤊ 2⤋