50 BASICS F&B SERVICES

WHAT GUESTS GET UPSET ABOUT

MORE THAN ANYTHING ELSE
 WHAT GUESTS GET
UPSET ABOUT!

When ashtrays
have more
than 2 butts
in them
 WHAT GUESTS GET
UPSET ABOUT!

When salads
are served at
room
temperature
 WHAT GUESTS GET
UPSET ABOUT!

When water
glasses are
not
automatically
refilled
 WHAT GUESTS GET
UPSET ABOUT!

When hot food

and beverage
is served on
cold plates or
in cold cups
 WHAT GUESTS GET
UPSET ABOUT!

When hot food

is not hot
and when
cold food is
at room
temperature
 WHAT GUESTS GET
UPSET ABOUT!

When the
phone rings
more than 5
times before
being
answered
 WHAT GUESTS GET
UPSET ABOUT!

When a guest
is asked to
hold on for
more than 30
seconds
 WHAT GUESTS GET
UPSET ABOUT!

When dishes
or glasses are
chipped
 WHAT GUESTS GET
UPSET ABOUT!

When silver on
tables is
spotted or
tarnished
 WHAT GUESTS GET
UPSET ABOUT!

When glasses
are streaked.
(Hold them
up to the light
and you’ll be
shocked).
 WHAT GUESTS GET
UPSET ABOUT!

When menus
or placemats
are ripped,
stained, or
smudged.
 WHAT GUESTS GET
UPSET ABOUT!

When bread or
rolls are stale
around the
edges
 WHAT GUESTS GET
UPSET ABOUT!

When there
are not
enough
menus for
the
customers
 WHAT GUESTS GET
UPSET ABOUT!

When salad
bars or buffet
lines don’t
have any
“frazzle
dazzle”.
 WHAT GUESTS GET
UPSET ABOUT!

When guests
wait for three
minutes
without
having a drink
order taken
 WHAT GUESTS GET
UPSET ABOUT!

When food sits

in the
window
waiting to be
picked up
 WHAT GUESTS GET
UPSET ABOUT!

When we run
out of china,
silver, or
glassware
 WHAT GUESTS GET
UPSET ABOUT!

• When silver is
crooked on
tables.
• When the
tabletop is not
picture
perfect
 WHAT GUESTS GET
UPSET ABOUT!

• When sugar bowls are

dirty inside. (Take the
sugar packets out and
look inside).
• When salt and pepper
cruets are greasy to
touch, half empty; or,
when ketchup bottles
are coated at the
neck.
 WHAT GUESTS GET
UPSET ABOUT!

When we run
out of any
item in any
bar or
restaurant at
any time
 WHAT GUESTS GET
UPSET ABOUT!

• When service
personnel
have the “I’m
doing you a
favour”
attitude
 WHAT GUESTS GET
UPSET ABOUT!

When
banquets or
coffee breaks
start late.
 WHAT GUESTS GET
UPSET ABOUT!

When soft
drinks come
out of the
system “flat”.
 WHAT GUESTS GET
UPSET ABOUT!

When debris, bits of

paper, and food
are not
immediately
picked up from the
carpets or floors in
restaurants and
bars
 WHAT GUESTS GET
UPSET ABOUT!

When room
service trays
and trolleys
stay on guest
floors for
long hours
 WHAT GUESTS GET
UPSET ABOUT!

When restaurants
and bars open
late or close early.
(Regular hours
are printed and
posted all through
the hotel and
guest rooms.)
 WHAT GUESTS GET
UPSET ABOUT!

When a guest
pays top
money for
quality food
and beverage
and does not
get it.
 WHAT GUESTS GET
UPSET ABOUT!

When a guest
orders the
description on
the menu and
gets
something
else.
 WHAT GUESTS GET
UPSET ABOUT!

When a guest pays

top money for
sleeping rooms
and can’t get a
quick, hot,
courteous
breakfast the
following
morning.
 WHAT GUESTS GET
UPSET ABOUT!

When a guest
travels all evening
to get to the Hotel
and then can’t get
a quick first class
sandwich or a
couple of eggs
(hot and fresh).
 WHAT GUESTS GET
UPSET ABOUT!

When guests
don’t get
seated; see
empty tables
and don’t get
due attention
while they
stand in line.
 WHAT GUESTS GET
UPSET ABOUT!

When chairs and

booths are
dirty, stained,
or have
crumbs on
them
 WHAT GUESTS GET
UPSET ABOUT!

When room
service says 30
minutes and it
takes 45
minutes to get
the order
 WHAT GUESTS GET
UPSET ABOUT!

When buffet
tables or salad
bars are not
replenished
quickly
 WHAT GUESTS GET
UPSET ABOUT!

When guests do
not get
recognised by a
smile, a hello, or
eye to eye
contact when
they hit the door
of any restaurant.
 WHAT GUESTS GET
UPSET ABOUT!

When a guest
gets his/her
food check and
it is sloppy,
wet, stained or
wrong
Discuss in
Briefing