STANDARD OPERATING PROCEDURES (SOP)

SOP Title: How To Handle a guest Compliment or Complaint

Department: SOP Owner:

Food & Beverage Division- F & B (Designation)
Who needs to know Service Associates, Supervisors, Asst .Managers.
this SOP:
Related Documents:

Procedure Remarks

 Ensure good body posture

 We approach the guest Smile as you really mean it. with good eye contact
 We say to guest My name is XXX. I am Manager of XXX,  Listen to the Guest very
How may help you? carefully and show to
 We wait to Guest has finished talking before we respond to the interest
Guest  Maintain good eye contact
 Thanks to Guest for their compliments  ’’Thank you very much for
your compliment XXX, I
will pass them onto the chef
 Listen very carefully to all that the Guest is saying and Focus  Show concern and
on the issue that the Guest is raising Apologise to the guest
 Inform your Manager as soon as possible  Call the Asst. Manager of
Food & Beverage

 Say to the guest your apologies  I would like to offer you

....XXX with my apologies

 Thank to guest for positive comment taking the time to provide  Thank you very much XXX,
us with their feedback I look forward in seeing you
again soon

 Thank the Guest for bringing the complaint to your attention  Thank you XXX for
bringing this to my attention
I will address the situation
immediately
 We bid farewell to the guest, smile as you really mean it
 Establish the reasoning for
 Management speak with the guest directly the complaint
 Handle the situation with
the guest appropriately

 Communicate with the employees associated with the complaint

to avoid any repeat events

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STANDARD OPERATING PROCEDURES (SOP)

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