Responding to Guest Complaints
Watch a 2-minute video clip featuring a practice activity to identify guest issues.
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
Turn negative guest experiences into positive ones
Audience
- Hourly employees
Length
- 6 minutes
Features
- Practice activity
- Scenario questions
Languages
- English
Accessibility
- Full narration
- Onscreen text option
- Tin Can compatible
- Mobile ready