SOP022 How to handle guest complaint

HOW TO HANDLE GUEST COMPLAINT

PROCEDURE

Guidelines For Dealing With A Complaint

• It can happen to misunderstand during taking the order
• Not concentrating, interruption during phone call
• Poor Service
• Quality foot not up to standard
• Item not available, we have to check with the kitchen which items are not available and inform our students in the meeting

Remember: The 5 steps complaint handling formula

    1. Listen

    2. Take Notes

    3. Apologize

    4. Take Action

    5. Follow up

Remember never to argue with the guest feels he/she can not handle the complaint, he/she must refer it to the supervisor/outlet manager immediately

Receive Complaint

    

• Apologize, record guest name, room number and time immediately, then take down details of complaint
• Do not argue or interrupt guest
• Assure guest that you will follow up the complaint and then do 

Minor Complaint

•  Attempt to deal with problem quickly by informing Captain / Asst. Outlet Manager of complaint, i.e food so salty, etc
• Ensure that he can deal with complaint

More Serious Complaints

• Inform to Outlet Manager / F&B Operation Manager / F&B Manager immediately and they will call to the guest and deal with the guest directly   

Record All The Complaints

• All complaints, no matter, must be recorded in the log book with detail of guest name, room number, date, time and description of complaint
• Pass relevant guest complaint to F&B instructor to update guest history