Where you believe the product poses a risk to public health, you must also initiate immediate action to retrieve from customers any of the affected product this means you may have to walk around the bar/tables looking for the – product and removing it from patrons: you will have to apologise for this, explain the situation and offer an appropriate replacement drink Keep the offending bottle, item safely to one side so it can be shown to your – supervisor or examined later in more detail but will not be used by others/served inadvertently to customers Advise other service staff immediately about the problem and the beverages involved so they do not serve/use the product – Inform management about the problem tell supervisor. – Slide Slide No Trainer Notes Trainer explains response if customer identifies a problem with beverage quality: Thank them for their complaint – Apologise a suitable alternative Advise them you are immediately notifying management so they can take the appropriate action. Class Activity Demonstration and Practical – Trainer demonstrates how to deal with a situation where a guest has complained about beverage quality and provides opportunity for students to practice. Slide Slide No Trainer Notes Trainer explains it is difficult to predict all unexpected situations which can arise when operating a bar but staff must develop the capacity to respond to all of them promptly and effectively indicating response should involve: Immediate and professional response do not panic – Generic responses should be: Identify/recognise the problem as soon as possible Analyse the situation: What is the problem/issue? What impact will it have on service/customers? Decide the best course of action to take given the circumstances: – Take action two keys are: –
Where you believe the product poses a risk to public health, you must also initiate immediate action to retrieve from customers any of the affected product – this means you may have to walk around the bar/tables looking for the product and removing it from patrons: you will have to apologise for this, explain the situation and offer an appropriate replacement drink Keep the offending bottle, item safely to one side – so it can be shown to your supervisor or examined later in more detail but will not be used by others/served inadvertently to customers Advise other service staff immediately about the problem and the beverages involved – so they do not serve/use the product Inform management about the problem – tell supervisor. Slide Slide No Trainer Notes Trainer explains response if customer identifies a problem with beverage quality: Thank them – for their complaint Apologise a suitable alternative Advise them you are immediately notifying management so they can take the appropriate action. Class Activity – Demonstration and Practical Trainer demonstrates how to deal with a situation where a guest has complained about beverage quality and provides opportunity for students to practice. Slide Slide No Trainer Notes Trainer explains it is difficult to predict all unexpected situations which can arise when operating a bar but staff must develop the capacity to respond to all of them promptly and effectively indicating response should involve: Immediate and professional response – do not panic Generic responses should be: Identify/recognise the problem as soon as possible Analyse the situation: What is the problem/issue? What impact will it have on service/customers? Decide the best course of action to take – given the circumstances: Take action – two keys are:
TG_Operate_a_bar_facility_refined.docx