KTV Service Case (Full Edition)

1. How to deal with low-quality guests?

In the process of serving, sometimes guests often put their feet on the stage. At this time, you can disturb the guests by changing the ashtray or clearing the table, and politely remind the guests to put their feet down.

2. How to deal with drunken guests who make trouble everywhere?

You should immediately notify the friends of the drunken guests, persuade them to go back to their rooms or send them away first, and then notify the floor foreman, who will inform the supervisor to arrive at the scene as soon as possible to comfort the guests with the supervisor and avoid making a big deal out of it. The supervisor should decide whether to notify the security personnel on the spot according to the seriousness of the case (if it is necessary to notify the security department, you should call the security duty room before handling the matter).

3. How to deal with quarrels and fights between guests?

When guests start quarreling, they should immediately notify the foreman and supervisor to mediate. If there is a fight, they should immediately notify the security guards to be present. Security personnel will handle the incident, don't watch, and discourage other guests from watching to avoid accidental injury. In addition, timely count the list of lost property suffered by the hotel in this incident, which is convenient for claiming compensation from the guests; If it is necessary to cooperate with the investigation of the public security organ, it shall truthfully reflect the objective facts, and shall not add any individual who is subjective and who is right or wrong, so as to avoid misleading.

4. How to deal with the drinks and food brought by the guests?

At this time, it should be explained to the guests that the hotel does not accept drinks and food brought by guests. If the guest must, inform the floor foreman to solve it. You can charge the corresponding 100% corkage fee; And write down the bottle opening fee and the corresponding price on the wine list. Or ask guests to store their drinks and food at the bar.

5. What should the waiter do if the waiter or guest pours the drinks on the table?

If the waiter pours the wine on the table, he should immediately say, "I'm sorry, I'll wipe it off for you right away." Then wipe the table with a clean rag, put on the original cup, and then pour the wine with a new cup. If the guest accidentally pours the wine himself, he should immediately hand over a towel (paper towel) to wipe off the water, and then hand over a paper towel to suck up the dirt.

6. What should I do if the guest damages the company's property?

One waiter should be left to protect the site, and another waiter should inform the floor foreman and supervisor, patiently explain to the guests the preciousness of items, such as TV sets and stereos, and compensate them according to the price. If the guest continues his behavior, he should inform the security personnel to be present in time to assist in handling it.

7. What should the waiter do if he breaks a cup or spills wine on the floor?

The waiter should stand at the scene immediately to remind the passing guests. Another waiter should clean up the scene immediately and spray air freshener if there is any odor.

8. How to deal with the lost items of the guests?

The waiter shall immediately notify the foreman, and the waiter in charge of this part shall stand at the scene and wait for the supervisor. The supervisor should cooperate with the guests to carefully check the places used by the guests, and ask which friends the guests have been with and whether the friends have taken them. At the same time, check the waiter and ask about the situation at that time, and immediately notify the security guard to check the employee's locker. If you don't find it, please ask the security guard to make a record so that you can contact the guests with clues in the future.

9. What if the guest falls or faints in the bathroom?

At this point, the waiter should immediately pick up the guests and inform the foreman and supervisor. If tourists are injured, they should be taken to a safe place to rest for a while and be treated with medicine. If the situation is serious, he should ask the security guard to take the guest to a nearby hospital for medical treatment. In advance, the waiter should always pay attention to the hygiene of the bathroom and keep the floor dry and clean.

10. What should I do if I find fake wine, but the wine has been opened?

You need to tell the bar if it's fake. If you find that you are selling fake wine, you should apologize to the guests immediately, that is, inform the supervisor to go to the bar to change a new bottle of wine for the guests, open it in front of the guests and let them try the wine in person, then make a written report on the wine in the bar and let the supplier come to change it tomorrow. Bars should pay attention to the quality of goods provided by suppliers.

1 1. What should I do if the guest has indecent actions in the room?

Attendants should always appear in the room, making it inconvenient for guests to enter the room and avoiding them. If indecent actions continue to appear, you should immediately notify the foreman and supervisor to dissuade and warn them.

12. What should the guests do if they walk around the venue and look around?

If you find this situation, ask the guest which room it is. If there is no place to spend, the party concerned should be informed to sit down immediately and let him spend. The foreman should inform the supervisor and the waiters in each position to pay attention to the guest dynamics, which may be thieves.

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13. What should I do if a guest loses something in the venue?

The waiter should have noble character, and remind the guests to bring their belongings before leaving. If you find anything missing, you should give it to the manager immediately. And make registration, convenient for guests to collect.

14. What if the guest complains about the acoustics of the room?

Pay attention to the live effect of sound in the service process, and inform the sound control room to deal with any problems. If it is necessary to adjust the room after the audio debugging, but the room is full, the waiter should politely settle the guests first, that is, inform the foreman to inform the customer, arrange the room adjustment immediately if there is room available, apologize in person and inform the voice control room to do the room audio as well as possible until the room is adjusted.

15. What should I do when a guest conflicts with the interests of employees or the company?

Make sure you are not angry with me, explain things to them in euphemism, don't be arrogant and rude, and inform your superiors immediately.

16. What should I do if the guests get drunk and make trouble?

The supervisor should first stabilize his mood and try to pull the troublemakers away. If he could control the scene by himself, he wouldn't inform the security guard to avoid further deterioration. But if the guest continues his behavior, he will observe whether the situation will deteriorate at that time. If the situation is serious, he should immediately notify the security department, let the security guard come forward to mediate first, and the rest of the security guards stand out of the sight of the guests so as to support them when necessary.

17. What should the waiter do when popping beer?

In case of the above incident, the waiter immediately said, "Sorry, I'll change another bottle for you." After tidying up the things in the room, inform the floor foreman to go to the bar to deal with them. Before something happens, waiters should pay attention to correct wine opening skills and gestures to reduce consumption.

18. When the drink ordered by the guest is almost finished.

The waiter should ask the guests if they want to add drinks at an appropriate time. He can't directly ask the public relations staff in the room if the guests will add drinks.

19. What should you do when a guest transfers from a private room to a bar for consumption?

Count the number of guests, notify the foreman, notify the front desk, send the rest of the guest tables to the bar, and then immediately return to your post, clean the table and the ground, set the table and welcome the next batch of guests.

20. What should you do when guests carry handbags and other items?

Take the initiative to remind guests, if it is convenient, please take things to deposit. If it is not necessary, they should remind the guests to take care of their belongings to avoid losing them, causing unnecessary trouble and unhappiness to the guests, and at the same time let the guests feel that the waiter has a good professional ethics and service attitude.

2 1. What would you do if a guest invited you to dance or eat while on duty?

You should thank the guests for their kind invitation first, and then gently tell them that the hotel stipulates that you can't dance and eat during working hours, otherwise you will be punished by the hotel. Please forgive me.

22. If the guest has bad motives and behaviors, how should the waiter avoid them?

Without offending the guests, resolutely say "no" to the guests and ask them to pay attention to their identity. After taking a stand, if the other party still sticks to it, it should inform the superior and make temporary changes to avoid interference from the guests.

23. What should you do when a guest accidentally breaks a cup?

Comfort the guests with a friendly tone "It doesn't matter, have you cut yourself", and ask them to leave their seats carefully, immediately clean up the scene, clean up the broken cups, and ask them to return to their seats, so that they can feel that the waiter cares everywhere and help them solve the problem.

24. What should you do if there is a power failure?

Add a candle cup on the table and comfort the guests when lighting candles: "Nothing, there will be electricity soon, maybe there is a little problem. Our engineering department is repairing, please wait a moment. " Then tell the guests not to leave the room as much as possible to avoid accidental injuries, and strengthen inspections in the service area under their jurisdiction. After the call, the floor foreman should be informed in time to visit the guests, and different gifts or discounts should be given according to the emotional level of the guests to apologize.

25. How should you explain the situation to the guests when the supervisor signs the food delivery above?

When you send the donated food to the guest's table, you should take the initiative to say, "This is something from our XXX leader, please enjoy it."

26. What would you do if a guest gave us valuable advice?

While expressing humility, we should say, "I'm very sorry! Thank you for your valuable advice. I will report to our manager immediately. I hope I can satisfy you next time. Thank you! " Finally, give feedback to the boss.

27. What should you do if you accidentally spill wine on the guests, or if the guests accidentally spill wine on you?

Sincerely apologize to the guests and try to make amends. Wipe clothes for guests with their permission. Female guests should be wiped by the waitress, and the movements should be gentle and appropriate. If the guest is not very satisfied, you should ask the boss to come forward and don't conflict with the guest. If a guest accidentally spills wine on you, you should smile generously and say, "Never mind, I'll just wipe it outside."

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28. What should you do when the guest is not satisfied with the food or drink?

Ask the guests for advice and find out the problem. If the food or drink has quality problems, you should apologize to the guests immediately: "I'm sorry, I'll change it for you right away." Remove things, and then inform the floor foreman to return to the bar for inspection. If the food is just a matter of taste, you should explain to the guests, "I'm sorry, the products in our bar are like this." If you are not satisfied, I will report to the manager, hoping to satisfy you next time. " Then try to remedy it, and let the boss come forward if necessary.

29. What should you do when a guest is drunk, vomits all over the floor or is drunk?

Inform the floor foreman and supervisor to help the guests leave and clean up the site in time.

30. What should you do when all the guests leave the hall without paying their bills?

Go up and ask the guest if he will pay the bill. When the answer is no, but you want to watch the program, you should find an excuse and say, "Please go away, will you leave one or two people to look after the bag in case valuables are lost?" When a guest says no, he should try to inform his boss for help and see where the guest is going. If the guest is watching the program, send someone to watch the guest. If the guest leaves, he should immediately inform his boss to help pay the bill.

3 1. How to track the whereabouts of guests during the performance time and avoid running away?

Remember the appearance and dress of the guests. Whether there are valuables left behind, whether they are natural visitors or reserved guests of the MC or MC manager, we should pay attention to and judge. If you are a guest in a private room, you must leave at least one guest in the room.

32. The visitors' station in the lobby and passage area is crowded with people. What should the waiter do?

Apologize to the guests and ask them to watch the program on the guest table or on the non-service channel where no one is there.

33. What should I do if I accidentally write down the name of the drink when placing an order?

Follow up the list in time. If the drink has been delivered to the room, apologize to the guests and ask them if they want to change it.

34. What should I do if I need to leave my job during working hours?

Ask for leave from the foreman, notify the on-the-job colleagues to handle it and return as soon as possible.

35. What would you do if a guest had an argument with his neighbor and damaged the company's goods?

Report to the floor foreman and river supervisor quickly to prevent the situation from getting worse. Pay attention to safety and see if the guests are injured and need first aid; Damaged things should be compensated according to the boss's opinion and the company's price.

36. What would you do if an unguided guest entered the business district?

When you see an unguided guest entering the business area, you should quickly come forward to greet the guest, ask about the situation, see if you need help, introduce the hotel's programs and consumption, check in, open the table and inform the front desk.

37. What should the waiter do when he finds that the guest is from Taiwan Province Province and is in eat areca?

Eat areca is the hobby of guests in Taiwan Province province. At this time, you should take the initiative to pad the betel nut box with a paper towel and wipe your mouth and sweat with an exothermic towel.

38. What should you do if the manager is held back by the regular customers in the room and can't get rid of drinking for a long time?

After entering the room, help the general manager out politely and flexibly on the grounds that he wants to see you.

39. The guest asks for a manager. What should I do?

Politely ask the guest your name, where to get rich, understand the intention of the guest to find the manager, and then reflect the person the guest is looking for to the manager according to the situation to see if he will meet the guest. If the manager is not familiar with the guest's situation and is temporarily absent, he should inform the guest that the manager is temporarily absent from the room, and the guest should call this person himself.

40. What should I do in case of fire and fighting?

First, when a fire breaks out, no matter whether the situation is serious or not, the following measures must be taken:

1) Keep calm and don't panic and shout.

2) The staff at the first site must stabilize the mood of the guests. Say to the guest: "Dear guest, our hotel is putting out the fire, and now the fire is under control. Please don't panic. "

3) Understand whether the guest pays the bill and understand the consumption situation.

4) Ask for help from colleagues nearby to help keep an eye on the guests' activities in this area and prevent them from running away.

5) Call the fire control center to inform the specific location and fire.

6) Under safe conditions, use the nearest fire extinguisher and cooperate with the security personnel to put out the fire as much as possible. "12 1 1" fire extinguisher or dry powder fire extinguisher for electrical appliances; In case of fire caused by cigarette failure, use "12 1 1" fire extinguisher; In case of fire caused by electric leakage and short circuit, remember not to use water or foam liquid fire extinguisher; Always use "12 1 1" dry powder fire extinguisher.

7) Turn off all power switches (including electrical appliances).

8) If the fire spreads, you must cooperate with the security guards, hotel leaders and colleagues to guide the guests to evacuate the fire site according to the correct safe passage, so as not to cause harm to the guests.

Second, the guests fighting, fighting, according to the situation, as appropriate, graded processing:

1) Notify the nearest security personnel as soon as possible, and let them get to the scene of the incident as soon as possible to control the scene and prevent the situation from expanding.

2) Understand the cause of the dispute in detail and report the incident to the supervisor and manager as soon as possible. Arranged and coordinated by management personnel. According to the situation, they are graded and treated separately.

3) Handling methods of minor contradictions (general fights and disputes):

If you find slight friction between customers, you should dissuade them as soon as possible and appease both parties from the standpoint of intermediary to avoid escalation.

4) Handling of moderate conflicts:

Notify relevant departments to the site as soon as possible, control the possibility of personnel conflict between the two sides, and try to arrange guests to stay away. Let the security guard pay attention to the behavior of the guests to prevent the conflict from happening again.

5) Handling of extreme conflicts:

Through the security department, try to suppress the situation, if there is bloodshed, urge them to leave quickly and take some basic first aid measures. At the same time, check whether the company's goods are damaged at the first time. If there is any damage, the guest needs to pay compensation according to the price, notify the cashier to make the order, and the supervisor is responsible for tracking and determining whether all the goods of the guest have been taken away. If you lose it, hand it over to the manager of the relevant department and wait for the guests to come back to claim it.

4 1. When an emergency occurs:

Exodus 1. Suddenly, criminals shouted at the company gate or broke into the company. What should employees do?

First of all, stay calm and don't panic. Inform the head of the security department first, and the manager 1 10 will call the police, and report to the department manager immediately, so as to arrange the employees to take safety precautions and take corresponding measures.

Example 2. What should employees do if the company has a routine police inspection?

Keep calm, don't panic, stabilize the guests in all areas and prevent them from running away. Report the situation of paying the bill to the supervisor and manager, wait for the instructions of the senior leaders, turn on the lights at the same time, change the light music and serve the guests flexibly.

Example 3. How to deal with sudden death in the company or shock caused by excessive excitement and excessive drinking?

Immediately notify the security and management personnel to maintain the site, call 1 10 for alarm or call 120 for emergency (for safety, don't move objects, bodies or patients at the site). Put a sign where the accident happened to prevent others from entering.

42。 How to identify the guests who pay the bill tonight?

1) Ask the host tonight.

2) Ask the DJ waiter or the guests who play with the lobby and are easy to communicate with.

3) Learn from the service process.

4) Some guests take the initiative to ask about your room consumption.

5) Etiquette from guests or introductory remarks from guests.

43。 How to promote the midway service twice?

In the process of serving, when there is only one or two drinks or snacks left, you should gently walk up to the host and guests and tell him politely and calmly, "The drinks are almost finished. Do you need more?"

1) Note: Don't wait for the drinks ordered by the guests to finish before asking.

2) When you don't know the consumption intention of the host and guests, don't tell the host and guests loudly in front of many guests that "there is no wine" to avoid embarrassment.

3) Tell the host and guest the current bill.

4) Don't help guests place orders and order drinks without asking for their permission.

44. How to pour the first round of drinks for the guests?

When the guest just arrives and sits down to drink the first glass of wine, the waiter should first ask the permission of the host and the guest, arrange the glasses in a row, fill them all, and then hold them to the guest with both hands (clockwise, the guest comes first, the host comes first, and the man comes first).

Note: Don't pour a glass of wine for the guest, and then pour a second glass ...; Don't drink too much for the first glass of wine. (Generally 1/3 cups is still a little)

45. How to provide coaster service for frozen drinks or iced drinks?

Roller coaster service is an elegant service mode of night show, which embodies the service quality, grade and management level of night show. When serving the guests with frozen drinks or iced drinks, first politely signal the guests, then gently and elegantly put down the coasters, and then put the frozen drinks on the coasters, so that the guests can enjoy themselves.

46. How to change rooms for guests?

When a guest needs to transfer rooms, politely ask the guest to wait a moment, then inform the front desk to see if there are any vacancies, and then promise the guest whether it is possible to transfer rooms. Be careful not to take guests to other rooms without going through the information desk, so as not to confuse the working procedures and cause adverse effects.

47. What do you mean by counting guests?

In the evening service, guests do not leave KTV rooms or booths after paying the bill, but also order drinks and snacks for consumption, and notify the cashier to issue a take-away order and merge it with the purchased box documents.

48. What is a replacement card?

In the process of service, if the consumption record card in the lobby or service desk is lost due to other reasons, inform the customer service desk to reissue a consumption card. It is called "replacement card". (After the replacement card is issued, the waiter will fill in the contents of the previous bill).

49. What kind of service do we provide for guests who are drunk or drunk?

In addition to caring about our condolences, we should also provide hot tea, hot milk and other services to sober up drunken guests. If necessary, hand over hot towels or provide osteoporosis service to the guests.

50. What kind of service do we provide for guests with colds?

1) Turn down the air conditioner for the guests. 2) Provide shawl service for guests and care for them everywhere.

3) Order "Ginger Coke" for the guests or go to the infirmary to take cold medicine for the guests.

5 1. What are foresight, hindsight and indifference in the evening performance service?

1) Prediction means that in the evening service, the guest didn't tell you what to do, and you saw it, and it was successfully completed without waiting for the guest to speak at the first time. In other words, the service is provided before the guests come forward. Call it "striking".

2) Being aware in hindsight refers to the service requested by the guests during the service process. Services discovered or proposed by guests are not completed until you are informed.

3) Unconsciousness refers to the service that you were informed of the service requested by the guests during the service process, but you later learned it but didn't do it.

52. What should I do if the customer desk opens the wrong card?

1) Admit the mistake directly to the manager and ask the manager to cancel this card.

2) Tell the reservation staff to see if it is possible to confirm or transfer the room.

3) If you can't cancel, please check if anyone has reserved this room.

53. How to thank the guests loudly?

When a guest gives you a lot of tips, you should politely thank the guest loudly and say, "Mr./Ms. X, thank you for the tip." I'm flattered by your excessive tip! " Let the guests at the scene hear it, which will greatly increase the face of the guests who tip.

54. How to introduce the company manager boldly and politely?

When the company leader or manager walks into the hall where you serve and makes a toast to the guests, as a waiter, you should politely and generously introduce the company leader: "Sir/Miss! This is the X X leader of our hotel. He heard that you were here and came to see you specially. "

55. How does your service give guests the feeling of love at first sight?

1) When the guests enter the KTV room, the waiter should smile and sincerely welcome the guests.

2) After entering the room, the air conditioning temperature is comfortable, the air is fresh, clean and tidy, and the items are beautifully placed.

3) Excellent and thoughtful service and skilled operation skills.

56. What is the rule of getting high tips?

High tip =25% service (software and hardware service) +75% eye-catching+luck.

57. How can we be in an invincible position in night service (what should we do)?

1) can be gregarious and serve the public.

2) Learn to praise others, help others, respect others, be patient and persistent.

3) Abide by all rules and regulations of the company.

4) Diligent, practical and earnest work.

5) Skilled business knowledge and operation skills.

6) flexible and eye-catching.

7) "Smile" is the lubricant of interpersonal relationship.

8) Be cautious, keep a low profile and be modest.

9) Don't be too smart and self-expressive, and don't be too honest and slow.

10) Pay attention to women, especially beautiful and smart women.

58. How can I master the guest's address and hobbies?

1) Ask the person who made the reservation or the waiter who served them.

2) Ask the friends and brothers around the guests politely.

3) Observe carefully.

4) Listen carefully to the guest's introduction.

5) Discover from customers or pre-orders.

59. What should you do if the guest takes the company equipment without authorization?

1) Ask the guest politely if he has taken something wrong.

2) Tell the guests politely that the company can't give away this kind of equipment. If necessary, they can buy it from the hotel and issue the documents in time.

3) If the guests don't listen or retreat, they should immediately tell their superiors for handling.

60. What if the guest wants to propose a toast to the employee?

1) politely decline and thank the guests.

2) Take the initiative to serve them to avoid attracting the attention of the guests.

3) An excuse to serve other guests.

6 1. Food is charged. What should the waiter do when the guest asks?

1) politely explain to the guests that some foods ordered by the guests themselves cannot be recycled (except unopened foods) and cannot be cancelled according to hotel regulations.

2) If the guest insists, tell the boss to solve it.

62. What if the waiter is in a bad mood at work?

Whenever you work, you should completely forget your private affairs, put your mind into your work and always remind yourself to smile.

63. What if the computer doesn't order songs according to the guests?

First of all, to stabilize the mood of the guests, you can say, "I'm sorry, maybe more guests ordered this song, which caused a heavy disc." I'll contact voice control right away.

64. The guest ordered a new song, but the computer didn't. What should I do?

"I'm sorry, the song you ordered is very popular, and it can't meet your requirements now. I registered and returned it to the company. Next time you come, I will order this song for you first. "

65. What if a guest asks a new employee a question and the new employee doesn't know how to answer it?

"Sir/miss, I'm sorry, I'm a novice, I don't know. If you don't mind, I'll call the supervisor and he will definitely help you. "

66. What if the guest is rude to the waiter?

Don't blame the guest, avoid the guest, distract the guest, apply to the supervisor for transfer, and replace another waiter to provide services.

67. What problems should we pay attention to when speaking polite language to guests?

1) with a smile. 2) Be gentle, don't be too rigid and lack feelings.

3) When using polite expressions, be careful not to be stereotyped and make the guests feel uncomfortable.

4) Use body language reasonably.

68. How can a waiter make a successful promotion?

1) Be familiar with the prices of various foods and drinks.

2) Be familiar with the preparation process, preparation time and raw materials of various drinks.

3) Familiar with the preparation methods of various drinks.

4) Understand the daily special recommendation items.

5) master any changes in the wine list.

6) Language ability and polite communication with smile.