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Guest Incident Reporting Procedures

Managers must know what to do when a guest incident occurs . Whether it is a food related illness, or an injury in the
restaurant, the moments following an incident demands excellent decision making skills . Remember, the objective is to
act in a way that protects both the business and the accident victim . The following steps will help you accomplish both .

 Emergencies - Call 911 and attend to the injured party.
When dealing with a guest incident in the restaurant, tirst and foremost, get help and assistance if you
need it . Do not leave it to the discretion of an untrained person to determine whether or not an injury
requires professional medical treatment . Do not delay the decision making process then creating a greater
chance of liability . Call 911 .

 Be sensitive and sincere .
Do not treat the injured person as a potential liability claim . Treat the injured party with sensitivity, sincerity,
and concern .
 Do not apologize for the incident/claim .
Sensitivity, sincerity, and concern does not mean admitting responsibility for the incident/claim .
 Do not admit that you/we are at fault . Do not take responsibility for the incident .
Statements directly after an incident are often made based on first impressions, without knowing all of the
facts . There is no reason to discuss liability, negligence, insurance, or responsibility at this time . The focus
needs to be on the guest's injuries, and not on the cause of the incident .
 Do not offer to pay for the medical expenses of the injured party .
By offering or promising to pay for medical expenses, you may be entering into a contractual arrangement
with the injured party or the medical provider to pay for the cost of treatment . In minor injury situations, you
can offer to call a particular doctor or treatment center for the injured party, but allow them to choose the
provider .
 Complete necessary forms and conduct a thorough investigation .
The Guest Incident Report or Food Related Illness Investigation should be used to gather information .
Take your time filling it out with the guest at their table or over the phone if the claim is being made after
an alleged incident . Once completed, the FOXCentral online form will be sent to all of the appropriate
people at the Big Kitchen . If the investigation indicates that the guest is anticipating a call from our
insurance company, they will be contacted by the insurance company in a matter of days .

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