KERTAS PENERANGAN

(INFORMATION SHEET)

KOD DAN NAMA

I561-002-2:2018
PROGRAM / PROGRAM
FOOD & BEVERAGE OPERATION SUPERVISION
CODE AND NAME
L3
TAHAP / LEVEL

NO DAN TAJUK UNIT

KOMPETENSI/
I561-002-3:2018-CU01 F&B CUSTOMER SERVICES
COMPETENCY UNIT NUM HANDLING
AND TITLE

NO DAN PERNYATAAN
AKTIVITI KERJA / WORK 1. HANDLE GUEST REQUEST
ACTIVITIES NUM AND 2. ATTEND TO GUEST COMPLAINTS
STATEMENT 3. DEVELOP GUEST RAPPORT

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TAJUK / TITLE:
INTRODUCTION OF GUEST REQUEST

TUJUAN / PURPOSE:
This information paper is aims to provide understanding and knowledge to trainee’s
about definition of guest request and types of guest request.
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INFORMATION / PENERANGAN:

1.1 DEFINITION OF GUEST REQUEST

1) Guest request management, or as some call it, guest experience

management, is an important part of hotel management because it underpins
guest service. Yet hotels often fail to prioritize it with the right technologic
tools.
2) As digital communication channels have proliferated, guest request
management has become commensurately more complex.
3) Guest can request services, information or amenities in person, over the
phone, by email, mobile app, or social media. Text messaging or other
messaging services also add complexity and challenges for the staff at the
end of these messages.

2.1 TYPES OF GUEST REQUEST

2.1.1 Replacement of Food

1) Listen to the guest

 Let the customer say everything they need to say. If they are interrupted,
they may feel the need to start over. Nod to show you’re actively engaged
in what they have to say and that you empathize with their predicament.
Be attentive but relaxed. Look the customer in the eye as they speak.
a) Keep an open mind when listening to the customer. In other words,
don’t listen for what you think the problem is or might be. Rather, hear
the customer out and understand their actual problem or issues.
b) Don’t contradict or argue with what the customer says. Even if they are
wrong, informing them or their error will only exacerbate their
frustration.
c) Do not minimize the customer’s complaint. Do not, for instance, say
“Sometimes food is a little cold when it comes out. It’s no big deal.”
This will not make the customer happy.
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2) Try to picture the problem as the customer explains it

 For instance, a customer may say, “I was eating my soup and there were
several little peas in it which were quite hard.” In your mind’s eye, envision
the soup in question. Imagine the peas. Are they large or small? Round
and smooth, or somewhat dimpled? Are they bright green, or more of a
pine color? Finally, the texture. Imagine you have several between your
hand which are soft and pliant. Several others are hard and undesirable in
soup. You will better understand the customer’s problem armed with this
mental vision.

3) Clarify what the customer says

 There are two ways to clarify a customer complaint in order to better
understand and handle it. The first way is to ask questions about the
complaint. The second way is to repeat the customer’s complaint back to
them in different language.
a) For instance, if you’ve just arrive for your shift and a customer is
complaining about the soup, you might not know what soup the
customer is referring to. Ask questions as needed. You might
inquire, “Did you have the pea soup or the vegetable noodle?” don’t
assume which menu item the customer is talking about; always
follow up by asking for specifics as they explain their issue.
b) Once the customer’s complaint has been explained, repeat it back
to them in different language. For instance, the customers, the
customer might complain that the food was cold. You could, after
hearing the explanation, summarize their problem by saying, “So
your food did not arrive at the temperature you wanted it to be at?
Is that right?” if they agree, you’ve listened well and can move on to
fixing the problem.

4) Stay calm and show you’re concerned

 Do not smile or laugh while listening to the customer’s complaint. Adopt a
solicitous, concerned facial expression. Furrow your brow slightly in the
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center and turn down the corners of your mouth. This will make the
customer feel as if you are truly concerned about what they have to say.
a) Even if the customers is using profanity or yelling rudely, do not
respond in kind. Exercise patience and compassion. Listen
patiently to the entirely of the customer’s complaint.
b) If they are being particularly boisterous, direct the customer to
follow you into a more private quarter of the dining establishment.
There you can continue to listen to their tirade without drawing
negative attention to the situation or disrupting the other diners.

5) Apologize to the customer

 An apology is an acknowledgment that you made a mistake. Tell the
customer, “I am so sorry for the error.” This will make the custom more
inclined to forgive you and/or your restaurant. Be specific in your apology.
If the soup was too cold, say “I am sorry the soup was to cold.” If the order
was wrong, say, “I am sorry I brought you the wrong order.”
a) Always act sincere when apologizing, even if there is no real reason
for you to apologize. It will make the customer feel better.
b) Many customers appreciate an explanation, but do not appreciate
excuses. For instance, you could say “I’m sorry, the line cook was
confused about your order. I’ll fit it immediately.” But do not say,
“The line cook mixed it up, not me. Just hang on while he fixes it.”
Maintain a sense of personal responsibility even if the problem is
not your fault, and avoid excusing yourself or anyone else.
c) If you are very sorry, emphasize how sorry you feel by saying “I am
very sorry this happened.”

6) Act quickly when handling a complaint

 When a customer has a complaint, no matter how serious, correcting it
should take priority over anything else. If a customer is waiting to order
and another customer has a complaint, the customer with the complaint
should be helped first. Only after their complaint has been heard and an
apology issued should the other customer’s order be taken.
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a) If the customer’s complaint involved re-making a dish, ensure that

this remake goes to the front of the order list in the kitchen. Let
kitchen staff know that they need to make the order a priority.
b) If it is not possible to resolve the customer’s complaint in a way
which satisfies them quickly or within the time they have completed
their meal, get their contact info so that they can be contacted later
with a solution. For instance, if the customer orders takeout and
doesn’t have his order ready when he comes to pick it up, and
doesn’t have time to wait for it to be made, tell him to write down his
name and number and he will eligible for a free order of equal value
later at a time of his choosing.

7) Solve the problem

 Solutions take a variety of forms, each dependent on the specific situation.
Thinking about the customer’s mood, the customer’s problem, and the
options available to you to solve it will dictate your course of action.
a) Ask the customer what they’d like to have happened to rectify the
situation. Consult with your manager or coworkers in order to
determine how to move forward. If the customer’s request can be
honored, do so. Otherwise, use the information you received from
your coworkers or manager in order to propose an alternative to the
customer.
b) Think about how irate the customer is. If they’re extremely irritated
and angry, you should go above and beyond to ensure they are
placated. Consider offering them a large discount 50-100% off their
meal.
c) If the customers is mildly or only slightly put out by the issue about
which they are complaining, offer them a free drink or a free side.
d) If the complaint isn’t terribly serious but intended more as an
informational aside, such as “The table is a bit sticky,” you might just
need to clean the table up a bit.
e) Always follow your restaurant’s protocol when deciding how to
handle customer complaints. Get your manager’s approval before
extending an exceptionally generous offer like a free meal.
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f) Sometimes food just needs to be reheated, sometimes it needs to be

completely remade and sometimes the customers will accept
another solution entirely. Regardless, remove the undesired item
with the customer’s permission.

8) Share information about the customer’s complaint with the teammates.

 For instance, if customer says the soup is too salty, you should inform the
cook who made the soup. Tell him or her, “One of my customers found the
soup a bit too salty. Would you try it to see if it needs to adjust?” While it’s
important for you to apologize and offer something else to the customer
who complained, if there is a real problem with the soup, someone else
will complain about it too, down the line, and then you’ll have to go through
the whole apology and replacement process again.
a) Speaking with you coworkers is also important so you can understand
what kinds of solutions are possible. For example, if the customer
wants a replacement side of mashed potatoes, you’ll need to check
with the kitchen before assuring the customer that can replace them. It
is possible that the kitchen has sold out of them for the night.

9) Thank the guest for bringing the issue to your attention

 Many customers might be too considerate or too proud to complain about
their experience. The customers who do speak up are giving you an
opportunity to improve on the dining experience, whether in the avenue of
food quality, service, or dining atmosphere. Thank these customers by
saying, “Thank you so much for bringing this matter to my attention.”
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2.1.2 Takeaway
1) Restaurant are not only preferring the dine-in option but are also available
in takeaways and delivery formats within a range of certain diameters of its
presence.
2) Meanwhile, the restaurants are adopting technology in every sphere of its
expansion and as the access to the more convenient means for ordering
from home.
3) Witnessing all these opportunities restaurant chains like Pizza Hut,
Domino’s pizza, KFC, MC Donald’s, etc. amongst other have launched
mobile ordering application using which consumers can order from
anywhere, at any time, via their mobile phones and applications

2.1.3 Adjustment of food

1) Food To Beverage Or Beverage To Food
 Food and beverage costs are usually presented separately in addition
to the overall Food and Beverage Cost of Sales (F&B Cost).
 Food recipes routinely call for alcohol such as wine or brandy
(beverage to food), while cocktails often include food items such as
olives, or lemons, or come with as side of peanuts (food to beverage).
 Food to beverage is credited (subtracted from) the food cost and
imputed (added to) to the beverage cost.
 Beverage to food credit similarly reduces the beverage cost and
increases the food cost.
 Additional adjustment include credits for returned products or discounts
and price adjustments from the purveyor/ supplier

2) Food & Beverage Cost Of Good Sold

 The cost that is directly attributable to the production of food and
beverage items that were sold to guests
 As previously mentioned, this differs from cost of goods consumed,
which includes the cost of products that were used to produce items
that were not associated with corresponding sales.
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The following formula determines the food & beverage cost of goods consumed:
Beginning Inventory + Purchases – Ending Inventory = Cost of Goods
Consumed

Goods in the store at Goods added through Goods left in store

the beginning of the + purchases ($) - at the end of the
accounting period ($) accounting period ($)

= Total goods used

during the accounting
period ($)
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SOALAN / QUESTIONS:

1) State three (3) types of Table Service

a) …………………………………………………………………………………..
b) …………………………………………………………………………………..
c) ………………………………………………………………………………….

2) Give two (2) types of menu

a) ………………………………………………………………………………….
b) …………………………………………………………………………………..

REFERENCES / RUJUKAN:

1. Food & Beverage Service Eight Edition