Handling Guests With Special Needs PDF

HANDLING GUEST WITH SPECIAL NEEDS  Anticipating guest's needs and assisting guests in fulfilling their needs are the prime jobs of an hotelier. Though all guests should be attained with highest possible service, however there are some special guests who are to be treated with extra...

HANDLING GUEST WITH SPECIAL NEEDS  Anticipating guest's needs and assisting guests in fulfilling their needs are the prime jobs of an hotelier. Though all guests should be attained with highest possible service, however there are some special guests who are to be treated with extra attention and care due to having some special requirements.  GUEST WITH SPECIAL NEEDS Aged or elderly guests. Guest who have health Infant and young children issues such as: Disabled guest or 1. Heart patients handicapped guest (ex. 2. Allergic to some foods blind, deaf or wheelchair 3. Special dietary needs depended) Non-native guests or foreign language speaking guests. Single or solitary guests HOW TO SERVE THE SPECIAL GUESTS 1.SERVING AGED OR ELDERLY GUESTS Escort the guest to the guest table and help him/her to be seated Arrange calm and quite corner with suitable and comfortable chair for the aged guests. Always serve the elderly guests first with great care and respect. HOW TO SERVE THE SPECIAL GUESTS 1.SERVING AGED OR ELDERLY GUESTS Ask for any special assistance or requirements. Deal with the guest in a clear, slow and calm voice. Anticipate their needs concerning their functional disabilities or difficulties Escort the old guests to the washroom and exit, if necessary. HOW TO SERVE THE SPECIAL GUESTS 1.SERVING AGED OR ELDERLY GUESTS Ask for any special assistance or requirements. Deal with the guest in a clear, slow and calm voice. Anticipate their needs concerning their functional disabilities or difficulties Escort the old guests to the washroom and exit, if necessary. HOW TO SERVE THE SPECIAL GUESTS 2. SERVING INFANT OR YOUNG CHILDREN Treat them as V.I.P guests. Deal with a playful mind and special care. Be friendly. Politely ask the parents for any special requirements such as: 1. Required cutlery. 2. High chair. 3. Any special food recommended. 4. Whether allergic to any food or not. HOW TO SERVE THE SPECIAL GUESTS 2. SERVING INFANT OR YOUNG CHILDREN Present the children menus (specially made for the children). Place the order (serve the children first) after the order. While serving the children remember that their meal should be eye catching and appealing. Always arrange children's cutlery (ex-teaspoons or espresso spoons) since they find it difficult to eat with adult's cutlery. HOW TO SERVE THE SPECIAL GUESTS 2. SERVING INFANT OR YOUNG CHILDREN Keep sharp items and hot items out of child's reach. Provide extra napkins and unstemmed glassware or Plexiglas glassware (depending on the age). Offer the child guest or children guests some coloring books/crayons whilst waiting for their course to keep them busy and quiet. Always arrange necessary baby chairs, cutlery and service to accommodate all requests whenever required. HOW TO SERVE THE SPECIAL GUESTS 3. SERVING DISABLED GUEST Offer your help before the guest is being asked for help. Treat them with special care and attention and deal with a soft and clear tone. Adjust yourself according to their pace. Provide them a comfortable and suitable seating arrangement and make the area as functional. HOW TO SERVE THE SPECIAL GUESTS 3. SERVING DISABLED GUEST Anticipating their needs (ex-wheelchairs, required cutlery) and offer help for any request. Ensure there is enough space in the service area for them to move freely. Make the area as functional as you can. Offer to help in taking their food, if required. Escort them to the entry and exit. HOW TO SERVE THE SPECIAL GUESTS 3. SERVING DISABLED GUEST Do not take extra care of them too much so that they can think themselves aliens. If the guest is visually impaired then offer necessary assistants such as: 1. Offer your hand to escort the guest to the table. 2. Read the menu and describe buffet (if required). 3. Fill plate at buffet for them. HOW TO SERVE THE SPECIAL GUESTS 4. SERVING NON-NATIVE OR FOREIGN LANGUAGE-SPEAKING GUESTS Try to communicate with the non-native guest by using a common language for both of you. If you are unable to communicate with him then ask for permission from the guest to find a personnel or a person who can help to communicate. HOW TO SERVE THE SPECIAL GUESTS 4. SERVING NON-NATIVE OR FOREIGN LANGUAGE-SPEAKING GUESTS If necessary, use a translator to deal with the guest or ask a colleague who knows the guest's language. While dealing with the guest, use distinct signs, sign language, gestures or draw pictures (based on the situation). HOW TO SERVE THE SPECIAL GUESTS 5. SERVING SINGLE GUESTS Arrange a comfortable seating arrangement with a interesting view. Serve the guest with special attention. Offer newspaper or magazines. Be familiarize with the guest and approach with a friendly behavior. Talk to the guest (if time allows and the guest is receptive). HOW TO SERVE THE SPECIAL GUESTS 6. SERVING GUESTS WITH HEALTH ISSUES Identify whether the guest is allergic to any food or not (ex-seafood, nuts). Determine from guest regarding any special dilatory needs. Before serving the guest, confirm whether the guest has any serious health problem or not (ex- heart patient or diabetic). HOW TO SERVE THE SPECIAL GUESTS 6. SERVING GUESTS WITH HEALTH ISSUES Consult with the responsible chef and supervisor before placing the order. Check to ensure the food is prepared according to the requirements before serving it to the guest. Give assurance that all meals are prepared concerning their health issues. Wine Knowledge and Services WHAT IS WINE? WHAT IS WINE? > an alcoholic drink made from fermented fruit. Wine Originated in West Asia Ancient wine production evidence dates betw 6,000 BC and 4,000 BC, including: An ancient winery site in Armenia. Grape residue found in clay jars in Georgia. Signs of grape domestication in eastern Turk Cool Climate Warm Climate Regions Regions Mainly white Mainly Red High in Acidity High in alcohol Lower in Rich in flavor Alcohol Refreshing WINEMAKING STEPS TYPES OF WINE Red Wines Description: Made from red grapes, fermented with the skins on, giving it a dark color and bold flavor. Food Pairings: Hearty meats like steak, lamb, and game; strong cheeses like blue cheese or cheddar; and rich sauces. White Wines Description: Made from white grapes, fermented without the skins, resulting in a lighter color and more delicate flavor. Food Pairings: Seafood, poultry, light cheeses like goat cheese or brie, and creamy pasta dishes. Dessert & Fortified Wines Description: Sweet wines, often fortified with alcohol or made from overripe grapes, resulting in a high sugar content. Food Pairings: Sweet desserts like chocolate, fruit tarts, and crème brûlée.  Rosé Wine Description: Made from red grapes, but the juice is quickly separated from the skins, resulting in a pink color and a flavor between red and white. Food Pairings: Salads, grilled chicken, or light appetizers. Sparkling Wine Description: Wines with bubbles, often made through a second fermentation process. Food Pairings: Appetizers, seafood, or light desserts.  Service of Wine 1. The sommelier should be able to describe the wine and its characteristics honestly. 2. Serve the wine before the food. 3. Ensure the wine is served at the correct temperature. 4. Always treat wine with respect and demonstrate a high level of technical skill when opening the wine.  Service of Wine 5. The neck of the bottle should never touch the rim of the glass when pouring. 6. Never over fill a glass. 7. Unnecessary topping up should be avoided.