Module 13: Hospitality and Salesmanship

When Things Go Wrong

About 20 minutesProfessional Edition

In this lesson you will

  • Respond to a guest who believes a wine is faulty, without argument, and replace it correctly
  • Handle a guest who dislikes a sound wine, a wrong vintage, a broken cork, a spill or a BYOB request according to house policy
  • Recover from service mistakes, escalate appropriately and document faulty bottles for supplier credit

The full lesson, its five-question quiz and the rest of the course are open to enrolled learners.

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