Hotel and Restaurant Food Service (Food and Beverage Services 2) Page 1 of 3

Types of Guest

IV. LESSON PROPER

LETS BEGIN!

TYPES OF GUEST

A chief goal for any establishment, particularly hospitality providers, is providing a pleasant
experience for guests. To exceed expectations is not just a goal, but also a state of mind. In the food and
beverage industry, providing exceptional services requires teamwork, training, standard operating
procedures, technology and most importantly the right attitude. Guests experience has the potential to
affect not only that guest, but their friends, friends of their friends, and so on. The service provided is an
imprint of the food service establishment and can leave a lasting impression on each and every guest they
come in contact with.

1. THE PROCRASTINATOR This is guest is the one who just cannot make up his mind regarding the
foods that he wants to order.
2. THE SKEPTIC GUEST This type of guest is usually doubtful to the quality of the food and or the
way it is prepared
3. THE SENDER BACKER GUEST
The guest who sends the items back to the kitchen is a person who knows
exactly what he wants.
4. THE HANDICAPPED GUEST
The guest who are physically challenged
5. THE OLDER GUEST The older guest needs a little extra care when serving.
6. THE CHILD GUEST Always ask the parents whether they want a booster seat or high chair for
their child, be careful not to offend the child who may think that he is old
enough not to be needing one
7. THE WISE GUY GUEST This the type of person who seeks attention and as result can be
somewhat irritating.
8. THE TALKER GUEST This is the type of Guest, who impresses you with his knowledge and can
make you feel frustrated.
9. THE DIETER GUEST This is the type of guest who has diet restriction and will expect the server
to be knowledgeable in answering the question about the menu.
10. THE SILENT TYPE GUEST This type of guest is shy and soft spoken individual so listen to him with
care.
11. THE BLIND GUEST The blind Guest will typically be accompanied by a sighted person in this
situation the server should not hesitate to offer services when needed
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Types of Guest

12. THE COFFEE DRINKER GUEST This type of guest which only orders coffee will read newspaper,
book or visiting with company and will sit a table for couple of hours
13. THE BUDGETER GUEST Many times the price of the menu item is a serious consideration for this
guest
14. THE BAD TRIPPER The one who does not leave a tip or in small amount only, that guest
should still be served in the same professional manner as with any other
guest.

TYPES OF DIFFICULT SITUATION

1. Guest receives food not up to his expectation

2. Guest complaints that food is cold or undercooked
3. Guest says food is overcooked or burned
4. Guest states that the portion size is too small
5. Guest says that the order is wrong
6. Guest would like a baby bottle heated
7. Guest that lets their children to wander around the floor
8. Guest is very dissatisfied with food and does not want to wait for a replacement.
9. Guest complaints that food is undercooked, although it is half eaten.
10. Guest order together and then want to pay separately
11. Server forgot to turn in the guest order to the kitchen
12. Guest is unhappy and had bad opinion of the food and service
13. Guest is intoxicated
14. Too many guest are seated in a server’s section
15. Guest leaves shopping bag or attaché case along the aisle
16. Server spills food or drinks on the clothing of the guest
17. Food is slow from the kitchen
18. Sever was not informed that the kitchen is out of the food ordered item
19. Foreign object found in the food by the guest
20. Guest complaints about the food when he has eaten the most of it.
21. Guest leaving without paying
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Types of Guest

SETTING THE MOOD/ AMBIANCE

The total dining experience for the guest is much affected by the atmosphere and ambience
created by the management.
The key points to be considered by the management staff in setting the dining atmosphere are.

LIGHT
Day light or bright light is prepared for daytime meal service subdued light is more appropriate for
evening dining candle light can enhance the mood for evening dining.

VIEWS
Tables should be set to take best advantages of the view

MUSIC
Background music, may be appropriate in establishing mood

DÉCOR
Color selection plays an important part in the dining experience

FOOD SERVICE PROCEDURE

The order of service is a sequential checklist from the arrival to the departure of the guest.