GEN-0033 Page 1 of 5
STANDARD OPERATING STANDARD OPERATING
PROCEDURE PROCEDURE
TASK: HOW TO HANDLE A GUEST COMPLAINT
TASK NUMBER: GEN-0033
DEPARTMENT: F&B - General
DATE ISSUED: April 6, 202
GUEST
E!PE"TATI#N:
That food or beverage spills are handled in a professional and
eficient manner and a satisfactory solution is suggested.
TIME T#
TRAIN:
20 minutes
$%& i' (%i' (a') i*p+r(an( ,+r &+- an. +-r /-e'('0
An'1er':
GEN-0033 Page 2 of 5
1. To ensure maximum guest satisfaction
2. To ensure pills are handled professionally
3. To ensure spills are solved with a satisfactory solution
STEPS 2#$3 STANDARDS TRAINING 4UESTI#NS
5 Talk to the guest pon arriving on the scene! greet
the guest by the name and get the
full details on the issue.
"ay#
$%ood morning! afternoon or
evening &r. ' &rs. (((! how may )
help you*+
1. ,hy should you use the
guests- name*
2. ,hy should you get the full
details*
25 .isten carefull to the guest /0 10T )1T2334T the guest-s
conversation'complaints and let the
guest $release steam+.
Try to take the guest aside to a 5uiet
corner.
&ake notes while the guest is
explaining the problem.
1. ,hy you not interrupt*
2. ,hy should you try to take
the guest to a 5uiet corner*
3. ,hy should you make notes*
35 6pologi7e to the guest 6pologi7e immediately after the
guest has 8nished. 2ven when you
know it is not the hotels- fault.
se#
$4lease accept my
apologies ...+
1. ,hy should you apologi7e*
2. ,hy should you repeat the
problem*
GEN-0033 Page 3 of 5
$) apologi7e! "ir+.
$) deeply regret this has
happened+
3epeat the issue in short to
ensure you fully understand the
problem.
65 "how concern &ake your conclusion and inform
the guest.
$&r. (((! what ) plan to do
is ...+
$,ould you agree if ) ...+
$) would like to .....+
1. ,hy should you inform the
guest about your intended
actions*
STEPS 2#$3 STANDARDS TRAINING 4UESTI#NS
75 Thank the guest Take it positively and appreciate the
comments ' suggestion.
$Thank you for telling us! &r
(((.+
$Thank you for bringing this to
our attention+.
$) am very glad you brought
this to our attention
1. ,hy should you thank the
guest*
65 Take immediate action 9ollow up promptly on the course of
action you intend to take.
1otify the supervisor immediately.
2nsure good service and extra
attention for the rest of the guest-s
stay.
1. ,hy should you follow up*
2. ,hy should you notify your
supervisor*
3. ,hy should you give extra
service to the guest*
:. ,hy should you organi7e
staf training*
GEN-0033 Page 4 of 5
0rganise training for staf involved
to avoid the problem from happening
again.
85 9ollow up )nform the guest of the action taken.
)f re5uired#
%ive 90; items.
/educt from bill.
;ollect business card and
contact guest for follow up.
)ssue voucher.
)nvite guest personally.
1. ,hy should you inform the
guest of the actions taken*
95 9uture &ake a note in the guests- history
for future knowledge.
1. ,hy should you write in the
guests- history at the front
desk*
N+1 a') (%e (rainee (+ pra:(i:e (%e (a') ,r+* '(ar( (+ en. (+ (e'( :+*pe(en:&;
S-**ar& <-e'(i+n':
1. ,hy should you use the guests- name*
2. ,hy should you get the full details*
3. ,hy you not interrupt*
:. ,hy should you try to take the guest to a 5uiet corner*
<. ,hy should you make notes*
=. ,hy should you apologi7e*
>. ,hy should you repeat the problem*
?. ,hy should you inform the guest about your intended actions*
@. ,hy should you thank the guest*
GEN-0033 Page 5 of 5
10. ,hy should you follow up*
11. ,hy should you notify your supervisor*
12. ,hy should you give extra service to the guest*
13. ,hy should you organi7e staf training*
1:. ,hy should you inform the guest of the actions taken*
1<. ,hy should you write in the guests- history at the front desk*
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