Relaying Guest Complaints to Supervisors - F & B SOP

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F & B STANDARD OPERATING PROCEDURES AND TRAINING MANUAL

INTRODUCTION

Objective: Relaying Guest Complaints to Supervisors

 

 

Needs:

Interest:

Training Aids / Equipment: Computer and LCD Projector

TASK BREAKDOWN MINIMUM STANDARDS TRAINER'S NOTE

1.Manager / Asst. Manager must be informed  immediately to handle the case

2.Try to obtain all relevant information from the guest

3.Relay it to the Manager / Asst Manager before he / she sees the guests

4.Information from the guests must be entered to the outlet log book

5.To be discussed at outlet meeting

6.To identify training needs

Procedure on Handling:


1 Approach the guest in a friendly and helpful spirit

2 Listen to the complaints attentively and try to get the entire story

3 Express sincere regret for the occurrence

4 Never argue with the guest about the complaints

5 Offer alternative or cancel the dishes, if the guest feel unsatisfactory

6 Leave the table and explain / pass the complaint to the manager or Asst Manager to handle

 
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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