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An international tour group visited the Mpumalze Restaurant - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Question 5
An international tour group visited the Mpumalze 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 Mpumalze Restaurant - NSC Hospitality Studies - Question 5 - 2022 - Paper 1
Step 1
5.1.1 Name the staff member that should have assisted the waiter.
Answer
The staff member who should have assisted the waiter is a security personnel, also known as a security guard or bouncer. Their role would be to ensure the safety of all guests and help manage situations involving intoxicated individuals.
Step 2
5.1.2 Argue whether the waiter handled the situation with the intoxicated guest correctly.
Answer
The waiter's reaction was indeed problematic. While he initially asked the guest politely to stop bothering others, serving him another drink was ill-advised, as it exacerbated the situation. Instead, the waiter should have informed the guest that they were no longer able to be served to prevent further intoxication. By not escalating the matter and seeking assistance, such as from a manager or security, he failed to prioritize the safety of the guests and maintain a respectful environment.
Step 3
5.1.3 Apart from first aid, suggest how the restaurant staff should handle the unforeseen circumstance of the guest fracturing his ankle.
Answer
The restaurant staff should take several steps to manage the situation effectively:
- Call Emergency Services: Immediate medical assistance should be contacted to address the guest's injury.
- Assist the Guest: Other staff members should ensure that the injured guest is comfortable while they await medical attention, providing water and keeping them calm.
- Documentation: Staff should document the incident in detail, noting what occurred before and after the injury for liability purposes.
- Inform Management: The establishment's management should be informed so they can handle any potential fallout from the incident, including that of other guests.
- Provide Follow-Up Care: After the incident, follow up with the guest to check on their recovery and show concern for their wellbeing, which may help with customer relations.