Angry Guest
What’s the first thing you should do when a guest is upset??
Listen and stay calm.
How long should it take to greet a table?
Within one minute.
what does 86 mean in restaurant terminology?
It means an item is out of stock
What color socks should you wear with your uniform?
Black as per dress code
What’s the legal drinking age?
21!
A guest says their food is cold. How do you handle it?
Apologize, offer a solution, and notify kitchen.
What’s the correct way to take a guest order?
Write it down, repeat it back, and enter it accurately.
What is the proper way to present a check?
Place it in a clean, check presenter and thank them for dining
Why is personal hygiene important in food service?
It prevents contamination and creates a good impression
How do you check if an ID is valid?
Look for the date of birth, holograms, and signs of tampering.
A guest is yelling. What should you do to de-escalate the situation?
Lower your voice, show, empathy, and ask how you can fix the problem.
When should you check back on a table after delivering food?
Within two minutes or two bites.
What is the difference between pre-bussing and bussing?
Pre-busting is clearing empty plates during service, busing is fully cleaning the table after guest leave
What should you do if you have long hair?
Tie it back securely
What’s a sign that a guest has had too much to drink?
Slurred speech, loud behavior, or unsteady movement.
What are the three steps to resolving a complaint professionally?
Listen, apologize, and after a resolution
Name three ways to upsell a guest.
Suggest add-ons, premium drinks, or desserts
When should you say behind you in a restaurant?
When moving behind someone to prevent collisions
What’s the policy on wearing jewelry at work?
Minimal jewelry, per health code regulations
If a guest is intoxicated, what steps should you take?
Stop serving them, notify a manager, and offer food or water
When should you get a manager involved?
When the guest remains upset, makes unreasonable demands, or asked for a manager.
What’s the proper way to handle a guest complaint?
Stay calm, listen, apologize, and offer a solution
What is the proper etiquette for refilling drinks?
Ask before refilling, avoid touching the glass rim, and serve from the right side.
Why does a polished appearance affect tips?
Guests associate professionalism with better service
Whew here are the fire exits located?
By the main entrance, kitchen, and emergency exits