Hospitality & Restaurants
The Situation
You are asked to step into a meeting shortly before your shift begins. You were told it involves “a guest issue,” but no details were shared.
From the opening explanation, you learn that a guest complaint was sent to management late last night. The guest mentioned poor service and a billing concern, but the details are still unclear.
A floor manager is present. Someone from customer relations is taking notes. Your supervisor is listening closely. You worked during that shift, but you don’t yet know which table or interaction is being discussed. You are expected to respond quickly and professionally. Hesitation may be interpreted as uncertainty.
Your Task
Respond immediately and calmly.
You do not have all the details, but you are still required to respond.
Avoid sounding defensive or dismissive.
Questions
“Were you working during the time of the complaint?”
“Do you remember interacting with this guest?”
“What service did you provide at that table?”
“Was anything unusual during the shift?”
“Were there any delays or issues you noticed?”
“Did the guest raise concerns at the time?”
“How was the situation handled?”
“Was a manager notified?”
“Were any adjustments made to the bill?”
“Who else assisted this guest?”
“Are you saying the service met expectations?”
“Why might the guest feel dissatisfied?”
“Could this have been handled differently?”
“Was proper procedure followed?”
“What would you say to the guest now?”
“How should we address this complaint?”
“Is there anything you want to clarify?”
“What support would help during busy shifts?”
“Do you feel communication was clear?”
“Is there anything else we should know?”
