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Special Service Challenges

Discover effective strategies for handling service recovery, managing guest complaints, and resolving various issues in the hospitality industry. This chapter highlights key techniques to improve customer satisfaction and loyalty.

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Special Service Challenges

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  1. Special Service Challenges Chapter 10 Highlights

  2. Special Service Challenges • Operate with a service recovery strategy in mind • handle the problem • handle the guest’s perception of the problem

  3. Manager Contact with the Table – The Table Visit • Read the Table / Establish Rapport • Introduce Yourself • Make a SPECIFIC Inquiry • Make a Positive Comment • Express Appreciation

  4. Manager Contact with the Table – Table Visit “Nevers” • Intimidate • Appear Phony • Appear Uninterested • Appear Overbearing • Ignore • This model used with permission, from Chuck Keagle, The C & C Organization

  5. Guest Complaint • From a Server’s point of reference • Anticipate guest’s complaint • Tell manager if you perceive a problem with a guest • Be sure it is worth charging the customer • you might lose them as a regular guest

  6. Ways to Recoup from a Customer Complaint • Say you are sorry • Actively listen (They are your whole world) • Make things right • Make it up to them • A promise is a promise! • Be accurate and give away what you need to! • Check Back - Did you fix it?

  7. RKR Guest Complaint Model • Repeat the Complaint / Actively listen to problem • Apologize • Encourage Full Disclosure • Empathize • Positive Action / Ask what they want you to do • Express Appreciation • This model used with permission, from Chuck Keagle, The C & C Organization

  8. RKR Guest Complaint ModelThe “Nevers” • Give Excuses • Argue • Ignore • Blow Out of Proportion

  9. Guest Complaint • If guest is uncomfortable with temperature or lighting • Check to be sure they are at agreed settings • Move guest as needed

  10. Guest Tastes Wine and Refuses It • Offer a similar substitute from different producer • If the wine is bad then you may have a case of bad wine. (You get supplier credit) • If the wine is good you can pour it off for Wine by the Glass or Staff Tasting • Server verses Manager fixing the situation

  11. What if an Accident Happens? • Minor spill - use napkin and clean it. • Always attend to the guest first! • Dry Cleaning bill • On Manager’s Card - date, article of clothing • Record in log book

  12. What if an Accident Happens? • Accident Report • Name of guest • Date and Time • Description of area - photos if possible • Name of staff involved

  13. What if an Accident Happens? • Food Poisoning Report • Name of guest • Date and Time • Description of what they ate

  14. What if an Accident Happens? • When Recording a Food Poisoning • Be sympathetic • Tell them you are sorry they are ill • Get the form to manager ASAP • Get as much info as possible

  15. What if an Accident Happens? • When Recording a Food Poisoning • Don’t • Apologize • Say that food made them ill • Suggest symptoms • Offer medical advice

  16. Procedure for Reporting a Food Poisoning • contact manager/owner • speak to chef and maitre d’ • speak to any staff who spoke to guest • collect, label and refrigerate food • reproduce guest check • check menu mix and table numbers of food item sold • Call Board of Health, Insurance • Call guest

  17. Rowdy Guests • Manager speaks to host of party • Decide which guests you want to be regular customers

  18. Drunk Guests • Post Liability of over consumption • You are responsible to be sure guests leave in safe condition

  19. Drunk Guests • Don’t touch or embarrass a drunk guest • Get the guest on your side if you can • Feed them • Separate the drunk from their friends or use friends when needed • Complimentary food if necessary • Record in log book

  20. Cell Phones and Pagers • Turn down the volume • Request they use them in lobby if needed

  21. Electronic Toys andOther Kid Issues • Turn down the volume • Crayons and other noiseless distractions • Flatware on the table, tied down as needed!

  22. Famous Guests • Privacy or Limelight • Be as consistent in service as possible

  23. Pets • Inside - Seeing Eye Dogs • Other dogs in outside café settings • Biscuits and water?

  24. Don’t call me, Mrs. Jones • Offer the guest privacy where you should. • Don’t assume I am Mrs. _______ • Don’t share the name or information of a call, just indicate that the guest has a call

  25. Summary • Have procedures for all the following issues: • complaints, accidents, food poisoning, drunks • Role Play to be sure staff is ready • Record anything unusual each and every day!

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