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Welcome to How to handle guest complaint in restaurant Floor training for FB Server related person The edge restaurant, Aug 19, 2011

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  • Welcome toHow to handle guest complaint in restaurantFloor training for FB Server related personThe edge restaurant, Aug 19, 2011

  • How to handle guest complaint in restaurant

    Fact isHappy GuestWill tell to 3 peopleUnhappy GuestWill spread the story to 10 people,At leastand it always multiplies through word of mouth.

  • Why do guest complaint in restaurant?How to handle guest complaint in restaurant

    Their expectation were not met / failure in delivering our promises

    Such a difficult guest

  • STAGE 1

    LISTENCould Create A Mental NoteWith Correct Body LanguageWhile Taking Note If Necessary

    How to handle guest complaint in restaurant

  • Apologize With empathySincere apologyThanks for addressing the complaint to us

    How to handle guest complaint in restaurant

  • SOLUTION / ACTIONStart from the simplest oneIf unable to: inform manager

    How to handle guest complaint in restaurant

  • FOLLOW THORUGHget back to guestInforming the progressTake personal responsibility

    How to handle guest complaint in restaurant

  • How to handle guest complaint in restaurantSTAGE 2

  • How to handle guest complaint in restaurantMANAGER / SPV TO PERSONALLY SEE THE GUESTInform guest that he is being informed of the situationExplaining of progress that is being taken Express apology

    STAGE 3

  • How to handle guest complaint in restaurantSTAGE 4MANAGER / KEY PERSON (1ST DEALT WITH COMPLAINT) TO CHECK GUEST SATISFACTION

  • STAGE 5LOG / RECORD THE COMPLAINTIncident reportGlitch reportOutlet Log SheetHow to handle guest complaint in restaurant

  • How to handle guest complaint in restaurantSample Incident Report

  • Sample Glitch Report (1)

  • Sample Glitch Report (2)

  • KEY RULE

    Never promise something we couldnt deliverStay calm, DO NOT ARGUECorrect BODY LANGUGEControl pitch & toneMaintain eye contactHow to handle guest complaint in restaurant

  • Though WE havent wowed them with the dining experience

    make sure WE wow them with the way we handle the complaint !

    How to handle guest complaint in restaurant

  • PRACTICE TIME !!!How to handle guest complaint in restaurant


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