Interacting With Guests

How do you clear a table that is completely empty?

Assume the guests left the event and clear everything off the table

Only clear items you know are empty/finished

Assume the guests are still at the event and leave their items on the table

How do you clear a table where guests sitting there are in the middle of a conversation?

Skip the table and come back when the guests are finished with their conversation

Start clearing the table without saying anything to avoid interrupting the guests

Wait for a break in the conversation then ask if you can clear anything, or ask someone at the table not in the conversation

How do you interact with a guest who seems unhappy with our service for whatever reason?

Ask the guest if there is anything you can get or do for them

Immediately go find a banquet manager

Ignore the guest-- not everyone is going to love the event or the service

How do you cut off an intoxicated guest?

Tell them they are not allowed to have any more to drink

Tell them the reason why you feel they should be cut off so they understand why

Ask the individual in charge of the event to talk to the guest

What do you do if you see someone bringing in outside alcohol?

Tell them about the terms of our liquor license and that we could possibly lose it if they continue to bring in alcohol

Take the alcohol from them and ask them to stop bringing in any more

Watch them-- if they only do it one time, then it's okay to ignore

What should you do if a guest approaches you with a question of any kind?

Describe the answer as detailed as you can

Show the guest what they need-- point it out to them, take them to where they need to go, go get anything they need for them

Direct them to someone else who can answer their question

How do you handle a guest who is annoyed or angry with you for any reason?

Stay calm and ask if there is anything you can do to fix their problem

Avoid the guest-- you don't want them to keep getting angry at you

Ask the head of the event if they would be able to talk to the guest

What should you do if you drop something that breaks or makes a mess?

Immediately clean it up

Alert guests around the area so they are aware of the mess, then immediately clean it up

Ask someone not busy to clean it up so you don't have to leave your tasks

How should you interact with a guest when serving their food or handing them their drink?

Simply serve them their items

Make eye contact and smile

Say something simple like: "Enjoy your meal" or "Here's your drink sir"

What should you do if a guest approaches you with a need but you are busy with another task?

Ask if they can wait until you finish your task

Direct them to someone who isn't busy who can help

Put the task on hold (if possible) and assist the guest

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