A party of several guests is celebrating together. One guest orders a food item from the menu. You, the server, go to place the order and find the food item is no longer available. You apologize and explain the situation to the guest, but the host of the party complains to you about the situation. Answer the following questions:

• In this situation, list the steps you would take to avoid a conflict with the host of the party.
• In this case, you were not at fault, but how could you have known about the problem before it occurred?
• How can you, as the server, avoid disappointing guests as they dine at your station in the future?

There is a severe weather warning in effect, and sirens are on in the city where your restaurant is located. You, as the server, are responsible for six tables, and you are the one whom guests would look to for questions and answers. The guests have heard the sirens. You have information about the severe weather. Answer the following questions:

1. How do you go about informing the guests about the severe weather?
2. Explain emergency plans for various forms of severe weather.
3. List steps you can take to keep guests calm in severe weather situations.

Ana Chavarria, front office manager of The Times but they know they must come up with strategies to Hotel, and Lorraine DeSantes, the hotel's director of get a handle on why guest service isn't being delive marketing, are reviewing the statistics from a recent ered. What strategies would you suggest they utilize Customer Comment Card Summary. Things are to make customer service a priority for The Times looking challenging. Ana and Lorraine are friends, Hotel? The Times Hotel CUSTOMER COMMENT CARD SUMMARY, Week ending November 17, 200% Product/Service Nov.17. Slow room service Overbooked 10 Dirty room Slow check-in Poor selection of amenities Slow checkout Bedding insufficient Room rate too high Lack of response from housekeeping Delay getting into room Rudeness from bell staff