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Solving The Guest
Transcript of Solving The Guest
Outcomes from this session
Why Do Guests Complain?
Solving the Guest - Guest Recovery
Identify the difference between basic guest service skills and exceptional guest service experiences.
Present some useful skills to help you provide exceptional service in a natural and confident way.
Share ideas on how to best respond to various guest situations.
Understand the LAST model for effectively handling difficult guest situations.
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Every Guest, Every Day!
“We are what we repeatedly do.
is not an act, but a habit.”
Interview a Manager about the way they handle Guest complaints.
Record their responses to the following questions.
How do you approach a table when you know a Guest has a complaint?
How do you know when to comp an item and when not to comp?
Besides comping, what other resolutions do you offer to Guests?
How do you know when a Guest is truly satisfied with the resolution?
What do you do if the resolution you’ve offered still doesn’t make the Guest happy?
Do you have any other advice for when it comes to handling a Guest complaint?
The Facts about Service
Although it may not feel like it, Guest complaints are actually a gift. Only 4% of Guests who have a bad experience tell anyone who has any control to correct the situation. It is typically reported that 96% will tell 8 to 10 other people about their bad experience even though they didn’t tell the Manager or anyone else in the restaurant.
One complaint usually represents 26 other unhappy guests.
It costs 5 times more to generate one new guest than to keep the one we already have.