SOP - F&B General – Handling guest complaints
SOP Number: F&B (
SOP serial number and department code )
Department: Food and
Beverage Service – General
Time to Train: 60 Minutes
Understand few
common reasons for ‘Why Guest complaints?’:
·
Unfriendly staff or lack of a warm
greeting.
·
Pushy servers.
·
Excuses by the servers.
·
Lack of courtesy by servers.
·
Unhelpful attitudes of servers.
·
Overly friendly servers.
·
Not giving enough responses to guest
requests.
·
When the servers are not available to take
requests. And guest has to wait for servers to return to the table.
·
Food not been delivered on time.
·
Un hygienic cutleries and crockery used.
·
Unacceptable noise levels.
·
Cramped dining area.
·
Non responsive attitude of management for
complaints etc.
Handling Guest
complaints:
·
Calmly and patiently listen and empathize.
·
Any complaint received is to be dealt with
by the appropriate Department Head and reported to the Resident Manager.
·
It is imperative to ensure prompt,
efficient and courteous action to any complaint received.
·
Initiate the required service recovery
steps immediately.
·
The correct approach to the customer is
the key to success. The staff shall not be servile but anticipate the guests.
·
A careful watch shall be kept on the
guests at all times during the meal without being obvious.
·
Care shall always be taken when dealing
with a difficult customer.
·
Never argue with a guest as it only
aggravates the situation but refer all complaints to the designated superior.
·
All written complaints (online or by
letter) must be investigated and answered promptly. They shall be handled by
the Food and Beverage Manager and brought to the attention of the Resident
Manager and/or General Manager.
Record the
following information on the log book :
·
Guest’s name.
·
Room number.
·
Company name.
·
Arrival relevant account details on the
guest folio.
·
Refer to the guest problem in the related
file.
·
Contact details of the guest email, mobile
number etc.
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