Handling A Guest Complaint

Nobody enjoys being the recipient of guest complaints, but complaints are to be expected as part of being in the hospitality business. Complaints can even be viewed in a positive light if they are handled properly. Complaints can give us insights as to how to make our Restaurant better, demanding guests force us to be our best and resolving complaints satisfactorily can even increase customer loyalty IF they are handled properly.

When faced with a guest complain:

• Don’t get defensive and try to explain.
• Remove the offending item immediately.
• Apologize for the problem and tell the guest you will take care of the problem.
• If you need the assistance of a manager, don’t hesitate to ask.

Do everything you can to let the guest you care and that this isn’t the kind of experience you want them to have at your restaurant.

Tip: Handle it the way you would want it handled if it was you.

Put More Cash In Your Pocket!