Handling Guest Enquiry / Complaints - F & B SOP

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F & B STANDARD OPERATING PROCEDURES AND TRAINING MANUAL

INTRODUCTION

Objective: Handling Guest Enquiry / Complaints

Needs:

Interest:

Training Aids / Equipment: Computer and LCD Projector

TASK BREAKDOWN MINIMUM STANDARDS TRAINER'S NOTE
 

1.For Enquires:

  • Obtain information
  • Always be helpful and friendly manner
  • Listen carefully, eye contact
  • Ask question to verify information   
  • Use guest name  

2.Answering Guest's Queries:

  • Accurate information  
  • i.e.: location of the swimming pool, health club, other  outlets...
  • Clear speech, moderate tone
  • Use guest name

3.For Complaints:

  • Notify your supervisor the guest's concern
  • Matters will be handled by your supervisor from there on

 
Prepared by: Reviewed by: Approved by:
Designation: Designation: F&B Director Designation: General Manager
Sign & Date:  Sign & Date:  Sign & Date:
Categories: 
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