| In a perfect world, there would be no problems | | | | |
| whatsoever. Unfortunately, we don’t live in | | | | In the event that a guest’s problem is not |
| a perfect world and therefore have to deal with | | | | resolvable by immediate staff, the problem should |
| situations in which the people we interact are not | | | | be directed to the manager or immediate |
| satisfied or encounter difficulties. This is certainly | | | | supervisor. In this instance, staff is responsible |
| true with food and beverage management. | | | | with providing managers with all the details so that |
| Ensuring that guests are fully satisfied and their | | | | an informed decision and course of action can be |
| problems resolved is a major component of | | | | determined. The one thing you do not want to |
| having a successful food and beverage | | | | have happen is to frustrate the guest further by |
| establishment. | | | | having them repeatedly explain the problem. |
| | | | | |
| It is vital that food and beverage personnel be | | | | Nevertheless, managers should be completely |
| fully trained and effective in dealing with guest | | | | aware of all problems and complaints that occur in |
| problems and complaints. A restaurant manager | | | | the restaurant. In this way, a restaurant |
| should institute continual training procedures to | | | | manager can ensure that guests receive a level |
| ensure that personnel maintain a high level of | | | | of satisfactory resolution. Managers should follow |
| awareness and proficiency in this area. The old | | | | up any guest complaint with an apology from |
| adage that “the guest is always right” is | | | | management. In addition, the problem should be |
| an integral component to the success of food and | | | | noted or logged so that it will not be repeated by |
| beverage operations. Here are some highlights | | | | other personnel. |
| on dealing with guest complaints that can be | | | | |
| found in our restaurant SOP. | | | | In fact, it is a really good idea for a restaurant |
| | | | | manager to maintain guest service logs that track |
| When personnel become aware of a problem, | | | | problems and resolutions. This is also a good |
| they should take responsibility for it. It | | | | way to make sure that when a guest who |
| doesn’t matter if this staff person was | | | | experiences a problem returns, that the |
| directly involved in the problem itself or not. | | | | establishment pays a little special attention to |
| Their job once it has come to their attention is to | | | | them. This is also a good way to show guests |
| resolve it. Staff should then hear the guest out, | | | | special recognition as well. |
| being attentive and concerned about the | | | | |
| situation. Ask questions if there is a need for | | | | A restaurant manager, if they remain active on |
| clarity. When appropriate, staff should apologize | | | | the floor and visible, will be able to provide staff |
| for any perceived or actual error. Finally, ensure | | | | and guests with additional guest service support. |
| the guest that you are going to assist with the | | | | In fact, by being attentive, managers can often |
| problem and proceed to do so or seek the | | | | head off a problem before it occurs. A detailed |
| necessary assistance to do so. Also, the | | | | restaurant SOP will go a long way to ensure that |
| restaurant manager should be informed of the | | | | guest service concerns are efficiently and |
| problem regardless if staff is able to resolve the | | | | effectively addresses. |
| issue or not. | | | | |