10 COMMANDMENTS FOR HANDLING COMPLAINTS

1. Always be polite
2. Listen attentively and do not interrupt
3. Never make excuses, blame someone or something else, argue with the guest, or raise your voice
4. Apologize but do not try to justify the situation
5. Reiterate the problem to the guest to ensure full understanding
6. Offer options to solve the problem. Agree a course of action with the guest
7. Deal with the situation immediately and efficiently
8. Thank them for bringing the situation to your attention
9. Always ensure that your guest is totally satisfied with the situation
10. Always inform the manager of important issues

Types of Guests and How to Deal with Each Case

1. The Early Guest
Receive him courteously and inform and explain when service time begins.
Offer him a comfortable seat and some reading materials.
2. The Late Guest
Welcome him and explain that it is near closing time and food selection may be limited.
Make an effort to provide good service without making him feel hurried.
3. The Over Familiar Guest
This is the type who wants to have a few drinks with you.
Never loose your composure or your sense of humor.
Be courteous but dignified with him.
Avoid long conversations and stay away from the table except when actual service is needed.
4. The Hurried Guest
This type is always in a hurry and usually demands immediate service no matter how busy the
place.
If counter service is available, recommend this to the guest.
Be sure to tell him in advance the time element of your service and how long the food will be
prepared and cooked.
Take all short cuts you can but do not short change good service.
5. The Grouchy Guest
He feels that he is always right, even when he is wrong.
He is unhappy about everything.
Greet him cheerfully and see to it that the service staff is pleasant to him.
Do not argue with him and listen attentively and courteously to his complaints.
Kill him with kindness and good service.
6. The Angry Guest
He seems to hate the world.
He is difficult to please.
Listen to him and express regret on the occurrence of his complaint.
Thank him for calling your attention and try to correct the error.
Be kind and give him the best service possible.
7. The Troublemaker Guest
Be courteous and do not argue.
Do not participate in criticisms of the management and make statements that may be construed as
complaints.
Warn other service staff not to antagonize him.
8. The Tired Guest
Seat him in a quiet table.
 Suggest a hot soup, hot drink and some appetizing light food in the cold weather or chilled salad
and a frosted drink on a hot day.
9. Very Young Guest
Children below 7 are considered under this category.
Never seat children in the center of the room.
Suggest a high chair and place it out of the aisle.
Be patient and pleasant and assist parents in making the child comfortable.
Without being too obvious, move the sugar, salt, pepper and other breakable items away from the
child's reach.
Offer the children's menu, if available.
Do not fill glass too full.
If children are playing in the aisles, suggest to parents that they keep them at the table to prevent
accidents.
10. Intoxicated and Rowdy Guest
He is a person who had one too many drinks.
This is also the type who wants to be the center of attention especially with his singing and
shouting and loud antics.
Seat him at the back of the dining area or in a separate dining room at avoid disturbing the other
diners.
Offer him hot soup or coffee but be sure that he does not forget to pay his bill.
If he becomes bothersome or rude, be tolerant and call the manager if the situation goes beyond
control.
11. Handicapped Guest
Understand his problem and assist him properly and discreetly.
A guest in a wheelchair needs to be pushed to be pushed up to the table. Be sure he is out of the
aisle.
A blind person needs the most attention but be careful not to offend him by being over solicitous.
Lead him to his seat and discreetly move objects to avoid accidents. Inquire if he is familiar with
menu and let him select his meal. Do not fill to glass too full. As you serve, inform about where the
food and beverage are being placed.
A deaf person may be able to order verbally. However, write down or point out his choice in the
menu.
12. Ill Guest
Remain calm.
If guest faints or falls, do not move him.
Call the manager for help If he chokes and turns blue and stops talking, do the Helmitch
Manoeuvre.
13. The Spiling Guest
This person usually tips glasses with his elbow or topples plates when he stands.
Remember that he does not want to cause these problems so do not show annoyance.
Try to make him feel comfortable in an embarrassing situation.
14. The Relaxing Guest
This type sits through the busiest time of the day with just an order of coffee, tying up the table.
Be courteous but firm and explain that order guest are waiting for the table.

The Seven Guidelines of Service

1. Ladies are served before men; children and elderly before the ladies.
2. Food is served from the guest left with the service person's left hand
3. Beverages are served from the guest's right with the service person's right hand.
4. All guest's food must be brought to the table at the same time.
5. Do not remove guest's plate until all guests are finish.
6. Never stack or scrape dirty plates on guest's table.
7. Dirty dishes are cleared from guest's right with the service person's right hand.
 The Seven Deadly Sins of Service
1. Apathy - Lack of emotion or interest. Impression made in the first 30 seconds of contact between
guest and restaurant.
2. Brush off ignores or snubs the guest.
3. Coldness - Answers guests in one phrase or word. Answers must be complete and friendly.
4. Condescension - Does the work efficiently but mechanically without feeling.
5. Rule Book excuses - Contains in policies
6. Run-around - Does not give definite answers to guests' questions.
7. Robotics