SOP – F&B General – Handling Guest Complaints

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Handling Guest Complaints in Restaurants

Understand a few common reasons for ‘Why Guest complaints?’:

  • Unfriendly staff or lack of a warm greeting.
  •  Pushy servers.
  • Excuses by the servers.
  •  Lack of courtesy by servers.
  •  Unhelpful attitudes of servers.
  •  Overly friendly servers.
  •  Not giving enough responses to guest requests.
  •  When the servers are not available to take requests. And guest has to wait for servers to return to the table.
  •  Food not been delivered on time.
  •  Unhygienic cutleries and crockery were used.
  •  Unacceptable noise levels.
  •  Cramped dining area.
  •  The non-responsive attitude of management toward complaints etc.

Handling Guest complaints:

  • Calmly and patiently listen and empathize.
  •  Any complaint received is to be dealt with by the appropriate Department Head and reported to the Resident Manager.
  •  It is imperative to ensure prompt, efficient, and courteous action to any complaint received.
  •  Initiate the required service recovery steps immediately.
  •  The correct approach to the customer is the key to success. The staff shall not be servile but anticipate the guests.
  •  A careful watch shall be kept on the guests at all times during the meal without being obvious.
  •  Care shall always be taken when dealing with a difficult customer.
  •  Never argue with a guest as it only aggravates the situation but refer all complaints to the designated superior.
  •  All written complaints (online or by letter) must be investigated and answered promptly. They shall be handled by the Food and Beverage Manager and brought to the attention of the Resident Manager and/or General Manager.

Record the following information in the log book :

  • Guest’s name.
  •  Room number.
  •  Company name.
  •  Arrival of relevant account details on the guest folio.
  •  Refer to the guest problem in the related file.
  •  Contact details of the guest’s email, mobile number, etc.

Training Summary Questions for Handling Guest Complaints:

Q1. What are the common reasons for guest complaints in restaurants?  

Q2. Who should deal with any guest complaints? 

Q3. How do you handle written complaints?

Q4. What information is to be recorded in the log book in case of a guest complaint?

Q5. Why you should never argue with the guest?
SOP Number: Food and Beverage Service SOP - 34 
Department: Food and Beverage Service – General
Time to Train: 60 Minutes
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