Handling Guest Complaints and Problems in a Restaurant / Coffee Shop

Approach the guest and ask politely if there is a problem:

• Excuse me, may I help you Mr. Samuel? (Listen with concern and empathy).
• Stay calm. And never argue with the guest.
• Be aware of the guest's self-esteem. Show a personal interest in the problem, Try to use the guest name frequently.
• Tell the guest what can be the best done. Offer choices. Don't promise the impossible, and don't exceed your authority.

• Set an approximate time for completion of corrective actions. Be specific, but do not underestimate the amount of time it will take to resolve the problem.
• Monitor the progress of the corrective action done to resolve the guest complaint.
• Follow up. Even if the complaint was resolved by someone else, Contact the guest to ensure that the problem was resolved satisfactory.
• Restaurant staff should take corrective actions without any hesitation.

Apologizing and taking action as per issue:

• I’m so sorry (about this), Mr. Samuel.
• I’m terribly sorry (about this).
• Please accept (our / my) sincere apologies, Mrs. David. 

For Complaints about the food:

• Shall I bring you another Juice ?
• I’ll bring you another one right away.
• I’ll change it right away.
• I’ll speak to the chef, and see what we can do.
• Would you like your steak  cooked a little more?
• Would you like to order something else instead?
• I’ll have the kitchen prepare another one. Would you like some wine while you are waiting?

About the service:

• I’ll attend to it right away.  / I’ll look into the matter at once.
• I’ll see about your order right away. 
• Excuse me,  Mr. Bernard. It will be about another (15) minutes for your chicken soup to get ready. 
• Your food will be ready in about (15) minutes. (Apologize if there has been a delay.) Thank you for your patience.

About the air-conditioning:

• I’ll turn the air-conditioning (down / up / off).
• Would you like to move to a warmer place / table?

About the table:

• I’m afraid all the tables (near the pool / lake view area) are already taken. I’ll let you know as soon as when one is free.
• I’m sorry, but the restaurant is very full at the moment. This is the only table I can offer you.

Spillages and Breakages:

• Let me help you, Mr. Wilson.  / Allow me, Mr. David.
• I’ll fetch you a (towel / some water).
• I do apologize for the accident, Mr. Langer. May I have it dry cleaned for you? 

 

Hospitality Guide(For All Department information)
www.hospitalityguidebd.blogspot.com