Responding to Guest Complaints

Course Abstract

6 minutes

Help employees learn how to recover from a guest complaint or negative experience. Teach them to identify signs or signals that a guest may be disappointed even when they don’t complain. Show them how to turn a potentially negative experience into a positive one that makes the guest want to return.

• Describes how to respond to guest complaints by listening, showing empathy, apologizing, making it right, and thanking the guest
  
  
• Emphasizes the potential negative impact of not addressing guest complaints

• Helps employees identify and prioritize which section of the dining room has the most urgent need for attention with a practice activity
  
  
• Illustrates the best way to respond to guest issues using scenario-based questions