Republic of the Philippines

Department of Education
Region III-Central Luzon
Schools Division of Bulacan
Asian Institute of Science and Technology
Plaza Naning Victoria Bldg. Baliwag, Bulacan
SENIOR HIGH SCHOOL DEPARTMENT

Food and Beverage Services

Second Quarter SY 2022-2023
Mr. Marwene R. Gonzales

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 Receiving and Resolving Guest Complaints

At the end of the session, you should be able to:

• Explain the Steps for Handling Customer Complaints

• Determine the proper course of action to take when there are guest
complaints.

LESSON 1: Dealing with Guest Complaints

INTRODUCTION
Complaints arise when the needs, wants or wishes, and expectations of guests are
not satisfied. Complaints commonly arise in every establishment. While some might
think that these bring negative implication to service, guest complaints when
resolved correctly and quickly, provide opportunities to improve the service and to
develop a good relationship with the guests.

It is common among food and beverage establishments that some guests will have
a problem with their food and beverage orders. If guests are dissatisfied, it is better
if they tell the service staff in order to set in place a course of action to solve the
problem. The following are some guidelines you should observe when handling guest
complaints:

1. Welcome complaints from the guests and thank the guest for raising the
complaint.
2. Apologize for the problem and the inconvenience.
3. Clarify details of complaints.
4. Identify and review options to determine possible solutions.
5. Agree and confirm action to resolve the complaint.
6. Keep the guests informed.
7. Refer complaints for appropriate action.

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TOPIC 1: HANDLING GUEST COMPLAINTS
Tips for Handling Guest Complaints

1. Do not argue with guests.

2. Let the guest feel that you are taking the matters seriously.
3. Be objective, courteous and discreet.
4. Stay calm and positive. View the situation as an opportunity to turn a problem
into a positive service experience.
5. Use effective communication and interpersonal techniques.
6. Ask the right questions.
7. Follow up with the customer regarding the developments on the complaint.
8. Do not treat guests as complainers.
9. Listen to the complaint, apologize and act quickly to fix the problem. The sooner
the problem is fixed the better impression is made to the guest

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TOPIC 1: HANDLING GUEST COMPLAINTS
Tips for Handling Alcohol-Related Complaints

TOPIC 2: REFERRING COMPLAINTS

Guest complaints vary. There are complaints which you can resolve in your
capacity and scope of authority. On the other hand, there are also complaints
which need to be referred to the executive management or an external body.

When to Refer Complaints?

1. It is advised that complaint is referred to appropriate persons when:

2. The complaint involves serious matter such as death, assault and theft.
3. Mastery of a skill, knowledge or equipment is required as evidence such
as financial statement, bank records and security surveillance
equipment.
4. When the situation is causing disruption in the operation and discomfort
to the other guests.
5. When there is a threat to your safety and the well-being of others.

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TOPIC 2: REFERRING COMPLAINTS
Guidelines for Referring Complaints

1. Do it quickly.
2. Refer complaints to the appropriate person as identified in the policies
and procedures of the establishment.
3. Provide complete and clear details of the complaint.
4. Explain to the concerned guest that the matter will be referred to a
higher authority.
5. Inform the concerned guest to whom the complaint will be referred to.

TOPIC 3: RECORDING DETAILS OF COMPLAINT

Benefits of Recording Details of the Complaint
1. Every establishment should have records of guest complaints. The
following are the benefits of recording complaints:
2. Establishes a clear record of facts relating to a complaint.
3. Identifies any communication or action taken.
4. Keeps accurate and impartial facts of a complaint.
5. Serves as a reference for any complaint that may arise in the future.
6. Acts as evidence source if additional costs are incurred.
7. Acts as a tool to identify common problems which are to be investigated.
8. Provides a compilation of feedback from guests which can be used in the
improvement of products and services.
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 Necessary Information in Recording Complaints
Some food and beverage establishment have a form or document to be filled
out in cases of guest complaint. The following are important details to be
noted regarding the complaint:

1. Details of the complainant.

2. Details of the complaint (date and time).
3. The chronological order of events.
4. Summary of discussions.
5. Persons involved.
6. Evidence collected.
7. The subject of the complaint (staff, service, menu item)
8. Recommendations or actions that were taken.

Assignment

Watch the following video tutorials on:

➢ Receiving and Resolving Guest Complaints Introduction at
https://www.youtube.com/watch?v=LkTHldlkY-8&t=4s

➢ Handling Guest Complaints at

https://www.youtube.com/watch?v=MeilckkS6hI

➢ Recording Details of Complaint at

https://www.youtube.com/watch?v=GyvSib_JXwc

EVALUATION
Quiz No. 1

I. Problem Solving Scenarios: (5 points each, total of 10 points)

Instruction: Respond to the following scenarios with what you would do and
your explanation for your actions/response

1. A guest calls and asks to speak to a manager. She wants to complain.

She is a strict vegetarian. She ordered the vegetable lasagna from food
server, but when she took a bite of it, there was meat in it. She tells you
that when she made the order, she'd had ask room service if there was
any meat in the lasagna, and waiter told her no.

2. The waiter delivers the wrong food to the wrong table.

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