handbook/pages/12.training-materials/what-guests-dislike-the-most/docs.md

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What Guests Dislike the Most

Below are some of the things that the common guests don’t like. If we sort this out, then the guest experience becomes more pleasurable and our task becomes comparatively easy.

1. When ashtrays have more than 2 butts in them.
2. When salads are room temperature.
3. When water glasses are not automatically refilled.
4. When hot food and beverage is served on cold plates or in cold cups.
5. When hot food is not hot and when cold food is room temperature
6. When the phone rings more than 5 times before being answered.
7. When a guest gets put on hold for more than 30 seconds.
8. When dishes or glasses are chipped.
9. When silver on tables is spotted or tarnished.
10. When glasses are streaked and stained.
11. When menus or placemats are ripped, stained, or smudged.
12. When bread or rolls are stale around the edges.
13. When there are not enough menus for the customers.
14. When salad or food doesn’t have appeal.
15. When guest wait for 3 minutes without having a drink order taken.
16. When food sits on the counter waiting to be picked up.
17. When we run out of China, Silver and Glass ware.
18. When silver is set crooked on tables.
19. When the Tabletop is not picture perfect.
20. When sugar bowls are dirty inside. (Take the sugar packets out and look inside).
21. When salt and peppers are greasy to touch, half empty or when ketchup bottles are coated at the neck.
22. When we run out of any item in any bar or restaurant at anytime
23. When service personnel have the "I'm doing your a favour" attitude.
24. When soft drinks come out of the system "Flat".
25. When debris, bits of paper and food is not immediately picked up from the carpets or floors in restaurants and bars.
26. When a guest pays top dollar for quality food and beverage and does not get it.
27. When a guest orders the menu and gets something else.
28. When guests don't get seated; see empty tables and no one to attend them.
29. When chairs and cushions are dirty, stained, or have crumbs on them.
30. When the stewards says 30 minutes and it takes 45 minutes to get the order.
31. When coffee is not steaming
32. When fruit garnish in bars is dried out.
33. When buffet table or salad bars are not replenished quickly.
34. When orders arrive and they are incomplete, or service people ask, "Who gets what"?.
35. When coffee cups are stained
36. When bud vase water is murky or flowers wilted.
37. When table linen have small holes, rips, or burns
38. When table and chairs are wobbly.
39. When greasy, dirty rags are used to wipe down tables.
40. When guests do not get recognised by a smile, a hello, or eye to eye contact when they hit the door of any restaurant
41. When frozen dessert is served and it is so hard the guest cannot possibly get a spoon into it.
42. When a guest gets their food check and it is sloppy, wet, or stained
43. When guests are drinking and have nothing to nibble.