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An international tour group visited the Mpumulze Restaurant - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Question 5
An international tour group visited the Mpumulze Restaurant. One of the guests, who had a couple of drinks too many, started to become loud and began bothering other... show full transcript
Worked Solution & Example Answer:An international tour group visited the Mpumulze Restaurant - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Step 1
Name the staff member that should have assisted the waiter.
Answer
The staff member that should have assisted the waiter is the Security/Bouncer or the Restaurant Manager. These individuals are trained to deal with aggressive or overly intoxicated guests and could have intervened to prevent the situation from escalating.
Step 2
Argue whether the waiter handled the situation with the intoxicated guest correctly.
Answer
The waiter’s reaction to the situation was not adequate. While he did ask the guest politely to stop bothering others, serving him another drink was inappropriate as the guest was already intoxicated. Ideally, the waiter should have refused to serve him further alcohol, offered to call a manager, or sought assistance from security to ensure the safety of all guests.
Step 3
Apart from first aid, suggest how the restaurant staff should handle the unforeseen circumstance of the guest fracturing his ankle.
Answer
In addition to administering first aid, the restaurant staff should immediately call emergency services to ensure the guest receives medical attention. They should maintain calm in the restaurant, keeping other guests informed and secure. It's essential to document the incident accurately, complete any necessary paperwork for insurance, and review the incident with staff to improve future responses to similar situations.