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? 

Comments

Post a Comment

Latest Updates on official website of Educaterer India

Loading...

Labels

Show more

Don't Miss To Read This

Image

Different Types of Guest Room Cleaning Agents / Chemicals (R1 to R9)

Cleaning agents are the most critical aids of housekeeping department in their day to day operations to keep the room and public area neat and clean. When it comes to Cleaning chemicals / agents Taski or Diversey products are considered as the bench mark in hospitality industry. There are specific products which need to be used for each cleaning requirement and these cleaning agents are given specific codes eg: R1, R2, R3 (The letter 'R' Stands for 'Room Care'.) Etc. for ease of identification, recognition and use. TASKI / Diversey R1:  Cleaning and Sanitising of Bathroom / Toilet surfaces   Area to be cleaned:  All batroom surfaces, sink, tub, tiles, floors and fittings How to Dilute: For cleaning : 20 ml in 1 ltr. water For sanitizing : 50 ml in 1 ltr. water Usage of this Cleaning Agent: Spray directly on the surface to be cleaned Leave for 2 seconds Scrub if necessary and wipe surface with clean and dry cloth Replace cloth regularly
Image

Kitchen Organisation Chart / F&B Production Organization Chart

The organisation chart of F&B Production department should provide a clear picture of the lines of authority and the channels of communication within the department. In a large hotel the department is headed by the  Executive Chef  who is assisted by the Executive Sous Chef. Kitchen / F&B production department chart not only provides for a systematic direction of orders, but also protects employees form being over directed. The chart shows that each employee should take orders only from the person directly above him / her. A copy of the chart should be posted in an area so that all kitchen staff can see where they fit into the overall organisation of the department. Ideally the organization chart need to be placed on the kitchen notice board. Hotel F&B Production Organisation chart  Kitchen Organization Chart for Small Hotel / Restaurant
Image

Different Types of Cleaning Cloths and their uses in housekeeping

There are different variety of cloths which are used in the housekeeping department for performing various cleaning activities like wet and dry cleaning by the housekeeping staff. For efficient and correct usage of these cleaning cloths same should be colour-coded and also the staff need to be well trained on selecting and using different type of cloths for specific type of cleaning. Swabs:   These are all-purpose cloths made of soft, absorbent material. They are used for wet cleaning and damp dusting of all surfaces above floor level. They can be also used for cleaning sanitary fittings such as bathtubs and wash basins. Wipes:   Wipes include loosely woven or knitted cotton cloths and non-woven cloths. Synthetic sponges may also be grouped under this category. They are available in various sizes and shapes. Sponges are better than cloths for washing walls, woodwork, glass and upholstery. Dusters:   These are meant for dusting and buffing. Soft, absorbent plai