The principles and skills of handling catering guest complaints are introduced as follows:

1. From the standpoint of guests, try your best to meet their needs.

2. safeguard the interests, image and reputation of the restaurant.

regarding the best solution for handling and solving guest complaints, the methods adopted by the hotel industry in the world, especially by some international airlines, are basically the same, and a little difference can only be similar. Here, we quote the six basic principles or the basic procedures that I should follow in handling guest complaints from Mandarin Hotel Hong Kong, the world's best hotel.

Listen carefully to the facts of the complaint

In order to understand the questions raised by the guests, we must listen carefully to the guest's narrative, so that the guests feel that Haoheng family attaches great importance to his problems. The listeners should pay attention to the guests and nod their heads from time to time, so that the guests can understand that "the managers of Haoheng family are listening carefully to my opinions", and the representatives who listen to the guests' opinions should say from time to time, "I understand, I understand, and we must deal with this matter seriously."

In order to make the guests calm down gradually, the front office supervisor or foreman can repeat the complaints or complaints of the guests in his own language. In case of serious complaints, when listening to the opinions of the guests, he should also make some listening records to show his respect for the guests and attach importance to reflecting the problems. He must tell the guests clearly that the complaints are correct, but he should not add turning words such as "however", and should listen attentively to the opinions.

Express sympathy or apology

First of all, you should let the guest understand that you are very concerned about his service and whether those services are satisfactory. If the guest shows great seriousness when talking about the problem, as the head waiter of the western restaurant, you should express sympathy for the guest from time to time, such as "We are very sorry to hear this, and we understand your feelings now"

If you are responsible for the complaints or complaints raised by the guest, or the western restaurant will give you some compensation.

The same guest requests and decides to take measures

As the front desk foreman and the guest representative of the western restaurant, you should fully understand and understand why the guests complain or complain; At the same time, when you decide to take action to correct your mistakes, you must let the guests know and agree with the content of your decision and specific measures.

If the guest doesn't know or disagree with your decision, don't take action blindly. First of all, you should be very polite to inform the guest about the measures you will take, and try your best to get the guest to agree with your action plan, so that you will have a chance to make the guest's complaints turn into satisfaction and make the guest feel grateful. For example, you can ask the guest's permission to take corrective measures in the following ways:

"Mr. A, do you think it is appropriate for me to do this?"

"Miss, I will arrange your request in this way. Do you like it?"

"Mr. A, can I do this?"

4) Thank the guests for their criticism and guidance

A wise general manager will often thank those guests who give critical guidance on the service level or service facilities, because these critical guidance or complaints will even help western restaurants improve their management level.

and quality of service.

If a guest encounters unsatisfactory service, he will not tell Haoheng Family or make any complaint; However, as a guest of Haoheng family, he will tell other guests or friends other than Haoheng family, which will greatly affect the future tourist market of the restaurant and the reputation of Haoheng family. Therefore, when Haoheng family meets guests' criticisms, complaints and even complaints, they should not only welcome them, but also thank them. Haoheng family usually does this, for example,

"Thank you, Mr., for your criticism and guidance.

"thank you, miss, for pointing out the shortage and discomfort of our service items, so that we can find them in time and correct them."