This document provides guidance on how to handle various difficult situations that may arise when serving customers in a restaurant. It outlines potential issues like spills, intoxicated guests, guests with disabilities or communication difficulties, medical emergencies, and noisy or misbehaving customers. For each situation, it recommends remaining polite and apologizing, then taking specific actions to address the issue and ensure customers remain comfortable. The key message is for servers to think positively, avoid taking issues personally, and handle all situations with care, respect and attention to individual customer needs.

1. welcome to training
How to Handle
Difficult
Situation
in Restaurant
FB Server floor training
by : Heru Setiawan
Medan, 14 Sept 2011

2. Difficult Situation
Examples difficult situations in
restaurant
Bad
Weather
Noisy
Guests
Intoxication
Guest
Guest
Limited
Mobility
Spillage
Difficulties
communicating
guest
Blind/
Partially
Sighted
Illness
Guest
Animals on the
premises
Accidents
Guest
and many
more…

3. Difficult Situation
Generic action for all
situation is …
Apology
(First thing first)

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

5. Spillage
(continuation)
Red wine / cocktails spillages:
Notify floor manager
for further action
(depends on the
nature of spillage)

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

7. Spillage (continuation)
Rub the spot with clean cloth
Cover with clean
Napkin
Re-set with fresh
dining gear

8. Intoxication Guest
Situation will occur when:
It is not ADVISABLE
to suggest alcoholic
beverage to people
who is under influences
of alcohol

9. Intoxication Guest
(continuation)
Walk-in guest stepping into
restaurant (door control)
If greeter believe guest is
possibly under the influence
of drink, she may refuse
to give table

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

15. Guest with
Communication
difficulties
When communication problem arise…
when the guest
is either deaf
or have such little
knowledge of
common
language

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

22. Next…
Any
Questions
?

23. How to handle
difficult situation
Evaluation
time!