Hotel Management's Steps to Take

When Handling Guest Complains

of Food Poisoning
The Hotel Management should have a plan for handling such
situations; all HOD's should practice it, and communicate it to their
team members employees. The General Manager should
determine who is authorized to speak to any guests complaining of
illness and what the proper response should be. The plan should
also clearly outline the steps to take from how to respond to the
customer, notify vendors, to when and how to contact the
authorities.  

It is essential that management and staff do certain checks every

time a hotel kitchen opens and closes. These should include:
making sure fridges, chilled display equipment and freezers are
working properly; ensuring staff are fit for work and wearing clean
work clothes; and confirming that food preparation areas are clean
and disinfected and there are plenty of hand washing and cleaning
materials available.

Steps to Take When a Guest Complains of

Food borne Illness
1. Show care and concern. You are in the hospitality business and
you want to exceed your guests’ expectations so being
empathetic should be second nature.
2. Ensure you get the callers contact information.
3. Document the name, address, and telephone number of the
guest who complains of an illness. 
4. Note down the date and time the guest visited your
restaurant. 
5. Document all items eaten in your facility by the guest during
the visit in question. 
6. Obtain the name and address of the physician treating the
guest. If the guest has not contacted a physician, encourage
him or her to do so.
7. Contact the physician to determine if in fact a case of
foodborne illness or food poisoning has been diagnosed.
8. Notify the local health department immediately if a foodborne
illness outbreak is confirmed, so the staff there can assist you
in determining the source of the outbreak, as well as
identifying affected guests and employees.
9. Evaluate and, if necessary, modify your training and
certification efforts that relate to the areas involved in the
incident.
10. Document your efforts, and notify your attorney or
company risk manager.
11. Notify the chef immediately; Chef should ensure his
employees are following all food handling rules.
12. Secure all the ingredients in the dish with
potential contamination.
13. If there are more complaints, local health authorities, the
CDC, and vendors must be contacted.
14. All affected diners must be contacted to offer them
assistance and reimbursement.
15. Hotel or Management obligation now is to clean, contain,
and cooperate with local and federal health agencies.