FBO P9 R1910 G-1,2

According to the situation, if a food server does spillage of soup accidentally on the customer dress while serving from plater to plate. what corrective steps servers need to follow:

• Guide the guest to the cloakroom to get new clothes

• Provide clean damp cloth to remove moist

• Apologize the guest

• The restaurant offers paid laundry service

• Allow the guest to rub over the dirtier area of the cloth

An server notices that a person sitting near a window is holding up her hand to block the sun that is shining directly on her. The server asks the customer whether she would like the shade lowered. The customer agrees and is very appreciative since she didn't notice there was a shade. The server received information about this customer's problem by:

• reading comment cards of other guests

• engaging in conversation

• observing the guests behavior

• questioning guests about their experience

According to your knowledge, who should handle a complaint to ensure a successful service recovery plan:

• Each operation should have its own policy and everyone should be trained and understand who will take responsibility

• The manager should be the only person allowed to handle a complaint

• The employee who has spent the most time with the customer

• Anyone, as long as no one gets blamed for the problem

According to the situation, if a parent complaints that he cannot find his child on the property, then what do you do:

• Immediately inform the GM of the hotel

• Collect child detail & inform the supervisor & security

• Enquire about the child s habits

• Keep a constant watch on all entrances and exits.

• Check all public area while using cameras

If the guest complaints that the dish served to him smells bad, according to the situation what do you do:

• returned the dish to the Aboyeur and collect the correct dish

• Confirm that another portion of the same dish or something else from the menu

• Serve complimentary dish without enquiring

• Apologize to the guest and remove the dish

• Apologized again and offer a complimentary dish