some general thoughts
When you work as a waiter in a restaurant, most guests are friendly and kind. But sometimes, you will meet guests who are rude or annoying. It can be hard to deal with them, but you should stay calm and act professionally.
First, try to stay calm. If a guest is angry or rude, take a deep breath and don’t take it personally. Remember, you are just doing your job. Staying calm will help you think clearly.
Second, listen to the guest. Even if they complain, let them talk. Try to understand their problem and respond in a kind way. Say things like, “I’m sorry” or “Let me fix that for you.” This can help the guest feel better.
Sometimes, the problem is not your fault, like when food is cold or late. Still, you should try to help. Talk to the kitchen or bring a new dish. Show the guest that you care.
If a guest becomes too rude or makes you feel uncomfortable, tell your manager. It’s okay to ask for help when a guest is too difficult to handle alone.
In the end, try to smile and stay professional. You want every guest to have a good experience, even if some are not nice. Being patient and kind is an important part of your job.
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Vocabularies
1. Annoying
Someone or something that makes you feel a little angry or bothered.
2. Kind
A person who is nice and caring to others.
3. Rude
A person who is not polite and does not show respect.
4. Calm
Feeling relaxed and not angry or upset.
5. Deep breath
Breathing in a lot of air slowly to help you relax.
6. Complain
To say that you are not happy with something.
7. Respond
To answer or reply to someone.
8. Fault
The reason something is wrong or not working well.
9. An experience
Something that happens to you or something you do and learn from.
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Here are 10 multiple choice questions. Each question has 4 answer options, and more than one may be correct.
1. What should you do when a guest is rude?
A. Stay calm
B. Shout back at the guest
C. Take a deep breath
D. Leave the guest alone without saying anything
2. Why is it good to listen to the guest?
A. To understand the problem
B. To make the guest feel better
C. To interrupt them
D. To show you care
3. What can you say to a complaining guest?
A. “It’s not my fault”
B. “I’m sorry”
C. “Let me fix that for you”
D. “Go talk to the chef”
4. What should you do if the food is late or cold?
A. Tell the guest to wait
B. Help solve the problem
C. Talk to the kitchen
D. Blame the other staff
5. What should you do if the guest makes you feel uncomfortable?
A. Call your manager
B. Stay silent and walk away
C. Ask for help
D. Keep smiling and ignore it
6. What does it mean to be professional?
A. Stay calm
B. Be kind
C. Argue with guests
D. Do your job well
7. What helps you stay calm?
A. Taking a deep breath
B. Talking loudly
C. Remembering it’s not personal
D. Getting angry
8. What does a good waiter try to do?
A. Solve problems
B. Make the guest feel worse
C. Smile and be polite
D. Do their best
9. What is the writer’s main advice?
A. Be patient and kind
B. Always ask for a tip
C. Shout if the guest is rude
D. Stay professional
10. When is it okay to ask your manager for help?
A. When you feel bad
B. When the guest is very rude
C. When the guest is kind
D. When the problem is too big
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Here are the correct answers:
- A, C
- A, B, D
- B, C
- B, C
- A, C
- A, B, D
- A, C
- A, C, D
- A
- B, D
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Correct, incorrect?
1. You should always shout back at rude guests.
2. Taking a deep breath can help you stay calm when dealing with difficult guests.
3. It is important to ignore a guest’s complaints and walk away.
4. You should listen to the guest to understand their problem and respond kindly.
5. If the guest is rude, you should argue with them to defend yourself.
6. It’s okay to ask your manager for help if a guest makes you feel uncomfortable.
7. You should always blame the kitchen if the food is not right.
8. Being polite and professional is part of being a good waiter.
9. When a guest complains, it’s best to just say “It’s not my fault.”
10. Staying calm and professional helps to improve the guest experience.
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Correct: 2, 4, 6, 8, 10
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The opposites are:
- Annoying – _______
- Rude – _______
- Calm – _______
- Complain – __________
- Better – _______
- Cold – _______
- Uncomfortable – _______
- Important – _______
Fill in:
praise – pleasant- unimportant – agitated – hot – polite – comfortable – worse
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Answer in complete sentences:
- Are most of the guests polite or rude?
- Do you stay calm or get angry when a guest complains?
- Is it better to listen to the guest or ignore them?
- Do you try to fix the problem or leave it as it is?
- Should you ask for help when you feel uncomfortable or handle it yourself?
- Is it important to stay professional or act like the guest?
- Do you stay relaxed or get stressed when a guest is upset?
- Should you argue with guests or respond kindly to them?
- Is it better to stay silent or speak to the guest if there is a problem?
- Do you make guests feel better or worse when they complain?
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Here are the answers in complete sentences:
- Most of the guests are polite.
- You should stay calm when a guest complains.
- It is better to listen to the guest rather than ignore them.
- You should try to fix the problem instead of leaving it as it is.
- You should ask for help when you feel uncomfortable, rather than handling it yourself.
- It is important to stay professional instead of acting like the guest.
- You should stay relaxed when a guest is upset.
- You should respond kindly to guests rather than argue with them.
- It is better to speak to the guest if there is a problem instead of staying silent.
- You should make guests feel better when they complain.
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>>>If you’ve had a rude, annoying guest,
>>>>be it in a restaurant, or at the front desk,
>>>>>write a brief report on your experience.
>>>>>>You can send it to me via SMFrockZ(at)gmx(dot)at,
>>>>>>>I’ll have a look at it, if necessary correct,
>>>>>>>>and add some comments.
>>>>>>>>>BRUSH UP YOUR ENGLISH