4. Spillage
Things to do:
Apology &
Immediately check
if none has fallen
on the guest’s cloth
If it is on guest’s clothing:
Allow guest to rub over dirty
spot with clean napkin
If necessary, assist to rest room to do so
6. Spillage
(continuation)
Spillage on table cloth
(for restaurant using clothing table ONLY)
Return the dish for
replacement /
re-arrangement
Remove all dining
gear at the spillage area
10. Existing guest inside the restaurant
To be ascertain by floor manager
Ask guest to
leave the restaurant
Why?
objectionable to
other guests later on
Intoxication Guest
(continuation)
11. Intoxication Guest
(continuation)
Guest has already consumed part of
the meal
the floor manager must
ensure no more
alcoholic beverages
to be served during
the rest
of the meal
12. Blind or Partially
Sighted Customer
Remember it is ‘by touch’
that blind people
see and are made aware
that they are involved
in what is happening
around them.
13. Blind or Partially Sighted
Customer (continuation)
Prior to ‘ordering’
a gentle touch on
the hand or arm
to attract their attention
Always offer
boneless meat or
fish dishes,
and ready /easy to feed
14. Blind or Partially Sighted
Customer (continuation)
Never OVERFILL glasses,
cups, or soup bowls
Use ‘bowls’ in place of ‘plates’ for specific
food items, but always
ask the guest first
16. Guest with Communication
difficulties (continuation)
Stand in such a position
that the customer
is able to see your face
Clearly
Speak slowly
and distinctly
Describe items in simple,
precise, and plain languages
17. Seat customers away
from possible excessive noise
Read back the order
to confirm all requests
Listen attentively
Draw an illustration
(remember:
one picture describes
1000 words)
Guest with Communication
difficulties (continuation)
18. Guest with limited mobility
Position hem/her out of the main
thoroughfare of customer/staff movement
(table # 7 is NOT ADVISABLE)
Position him/her with
easy access to fire exits
Walking sticks
should be placed in
readily available position
19. Illness of Customers
Floor manager
must be immediately notified
Floor manager must offer
assistance and
make assessment
that the illness is
serious nature or not
20. Illness of Customers
(continuation)
Calling doctor for primary inspection
before taking guest to the hospital
If after short period of time guest returns
to the meal, fresh cover should be set up
21. Key rule
Always think positively
even having a day
of full difficult situations
Do not take personally
Our personal well-being depends on
our ability to handle difficult situation
