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FOOD AND BEVERAGE SERVICE - LEARNER'S MANUAL

Using the Telephone

There should be a procedure or 'house standard' in the restaurant, which specifies the
guidelines on answering telephone calls. However, as a general rule, you should always:
1. Greet the caller.
2. Identify self and position.
3. Ask the caller how you can be of assistance.

For example: "Good afternoon. Thank you for calling The Quality Restaurant, Miss Sita
speaking. How may I assist you?"

1.7 Handling Guest complaints

Complaints must be handled correctly as they can affect the business reputation and
income. Guests whose complaints are not handled correctly usually do not return to the
establishment.

Complaints will occur, but if handled correctly and efficiently, a scowl can be changed
into a smile. Indeed, the guest may even apologise for bringing the complaint to
someone's attention. Proper handling of a complaint builds goodwill. When a staff
member has succeeded in regaining the guest's confidence, he/she should tactfully try
to turn the opportunity to promotional advantage, e.g. the staff member may say that
he/she is looking forward to the guest's return visit.

When dealing with a complaint: learn to take the “HEAT”

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