How to Handle “Wrong Order”
Theoretically when you
think you should not find any reason for “Wrong Order”. Here I use the term
wrong order in order to mean that situation when a waiter approach a guest to
serve his order but guest give a reply that he even don’t order this item at
all. Such an embarrassing situation, right? Anyway, although it is unexpected
but sometimes due to high volume of guest or improficiency of a waiter (most of
the time newly recruited) wrong order may take place. Don’t be panic. We all
are human being. So do apologize your guest for serving wrong food and follow
these steps which are classified into 2 categories, food & beverage:
A: Food:
Step-1: After serving food if your guest Replies:
“I did not order this” then it may happen that:
- You have delivered food into
wrong table
- You note wrong order. For
example, guest order 15 no item but you wrote it as 50!
- Kitchen staff does not provide
proper item upon your KOT
- Whatever
the reason is if you found it is your mistake then do apologize as early
as possible and inform him that you will rectify immediately. Also never
argue with you guest or colleagues to prove that you were wrong. As a
server it is your prime duty to serve your guest properly and stay on your
task. Blame seeking is not to be entered into at any stage. Making proper
solution of the problem can be possible after service period.
Step-2:
Cancel the dish in the P.O.S. and register the new dish, the
kitchen will receive a print out to cancel the dish.
Step-3:
The Supervisor should delete the items from the guest’s
check in the POS system and add the newly ordered item.
Step-4:
As you know guest will not pay for wrong order. So the order
should not be cashed off and write proper reason on official check with a
signature by the outlet manager.
Step-5:
The chef or kitchen personnel should decide what will they
do with wrong order.
Step-6:
If it happens that you approach in wrong table and can
immediately understand than you should serve into the proper table and by this
way you can avoid wrong order.
Note:
Generally “wrong order” is an accident which does not occur
regularly. But if it happens regularly with all the waiters then there
may be any big problem in your system or if it happens with any particular
person then again and again then it indicates his lack of proficiency. Proper
training can solve the problem.
Beverage:
Follow step-1 to 4 discussed previously.
Step-5:
Return the wrong order to the service bar. Bartender should
try to save the beverage for future selling. He should follow these steps:
- Remove any ice.
- Opened soft drinks and juices
may be resold
- Spirits or hard liquor should
have the Liquor kept in the
- glass, should another order
take place
- Beers may be resold (so long as
they are resold within Half an Hour)
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