1) Conflict resolution: Two staff members have a disagreement regarding the distribution of tips. How can we find a fair resolution and maintain a harmonious work environment? a) Sorted b) Pass 2) Restaurant policies: A customer is causing a disturbance and being verbally abusive towards staff. How can we handle this situation while maintaining a safe and welcoming environment for all customers? a) Sorted b) Pass 3) Food safety regulations: A customer reports feeling ill after consuming a specific dish. How should we handle this incident to ensure customer safety and prevent further issues? a) Sorted b) Pass 4) Special dietary requirements: A customer requests a vegan meal but receives a dish that contains dairy. How can we address this mistake and provide an appropriate alternative? a) Sorted b) Pass 5) Reservation management: A large group arrives earlier than their scheduled reservation time and demands immediate seating. How can we manage their expectations and ensure a smooth dining experience for both them and other guests? a) Sorted b) Pass 6) Cash handling: The cash register malfunctions, and we are unable to process cash transactions. How can we find a temporary solution to continue serving customers and handling payments? a) Sorted b) Pass 7) Health codes: A staff member is observed not wearing gloves while handling food. How can we address this issue and reinforce the importance of proper hygiene practices? a) Sorted b) Pass 8) Menu upselling: How can we effectively recommend higher-priced menu items without pressuring customers or making them feel obligated to spend more than they intended? a) Sorted b) Pass 9) Time management: A customer complains about the long wait for their food and threatens to leave. How can we handle the situation to minimize their wait time and retain their satisfaction? a) Sorted b) Pass 10) Teamwork: There is a miscommunication between the kitchen and the serving staff, resulting in incorrect orders being served. How can we improve communication channels to prevent such errors and ensure smooth operations? a) Sorted b) Pass

Problem-Solving: The Restaurant (3)

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