HOW TO HANDLE WRONG ORDER?

OBJECTIVE

To ensure that all F&B team know the standards.

POLICY

To maximize guests satisfaction

It is the policy of the hotel that all F&B team follow the same standard.

PROCEDURE

Approach guest table

“Excuse me, Sir/Madam May I help/assist you?”

Listen carefully and attentively to the complaint

Say “I am sorry about it, we will have it changed immediately for you”

Pick up items from the guest

Send it back to the kitchen and explain to the Chef about the wrong order

When item is ready, pick up the correct item

Serve guest

Ensure item is the CORRECT one

“This is your …,I am terribly sorry for the incident. Hope you enjoy your……”

“Please let me know if there is anything else I can do for you”

NOTE: Always repeat & confirmed the guest order to avoid wrong order.