Page 19 - UP Essentials for Managers FG 092017_Neat

SCENARIOS CONTINUED

 The phone is ringing and no one seems to be answering the
phone. What do you do & how do you do it?

A Guest approaches you and says they don’t like the taste of
 one of their sides. The Guest tells you that that they usually
order this, but today it just tastes a little off. How would you
apply the B.L.A.S.T. model to resolve the Guest’s concerns?

 You see a woman enter the restaurant with two small children
and she is holding another child in her arms. What are some
things that you can do to improve the Guest’s experience?

A Guest ask about a menu item, but is unsure if it’s what they
 want to order. They seem to be having a hard time deciding.
What could you do to help them make a choice they’ll be
happy with?

 It’s your second day on the job and a Guest asks you for a
suggestion on a gluten free meal option. What do you do to
give the Guest accurate information about the menu?

 A man comes in to the restaurant with a service animal.
Once the man sits down, one of the Guests seated near
him complains to you that she is terrified of dogs. What
should you do to handle this situation?

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