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GUEST RECOVERY


                 When things go wrong (and they will), we have the opportunity to show our guests the great hospitality that we
                 are known for by way of a skilled recovery. This is what we teach every employee at Fox Restaurant Concepts in
                 regards to handling guest issues.



                         If a problem arises it’s important to respond to it and solve it early and promptly. Apologize
                         and offer a proper solution. Often it may be a reheat, to remove something from the dish, or a
                         temperature being off.  When this is the case, apologize and remove the plate from the table
                         (offer a menu if needed) and bring the dish to the expo/manager. Write down the table number
                         and seat number for the kitchen and clarify the need. If the guest is dissatisfied with the entire
                         dish, offer to bring something else and be sure to involve a manager right away.

                         At Fox Restaurant Concepts, we always strive for excellence, but there are times when things go
                         wrong. How quickly, consistently, and sincerely we recover, is what will separate us from our
                         competitors. Be resourceful and use your management team. The managers at Fox Restaurant
                         Concepts are completely committed to helping you recover the guest experience, no matter what
                         has gone wrong or who is at fault. Whenever you receive a guest complaint, you must follow
                         these four steps:





                                1                    2                    3                   4




                          Take Action        Notify a manager         Follow up             Review





                     1.   Take Action. Once you become aware of the problem, take action to solve it. This could mean fulfilling
                        a need, removing an unacceptable item or replacing an item a guest is not pleased with.
                     2.   Notify a manager. Once actions have been taken to correct the problem, notify a manager. Be sure to
                        provide him/her with details about the issue and the steps you have taken to correct it.
                     3.   Follow Up. Stay close to the situation and follow up to make sure the guest is satisfied. Don’t ignore it.
                     4.   Review. Review with manager at the end of the shift to help us improve and make sure we prevent
                        these types of situations from becoming regular occurrences.








                         “The secret to success is listening to our guests ~ a lot!” ~ Sam Fox




        Revised March 2017                                      1 1
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