Food and Beverage Training Manual

If a Member complains about the quality of their food or beverages, the most important thing you can do is LISTEN! Then: ACKNOWLEDGE their complaint APOLOGIZE to the Member THANK the Member for telling you about the situation, as you can only remedy those things you know about. ACT! Immediately get a Manager. Explain the problem to the Manager before they go to the table FOLLOW UP! Ninety percent of the Members satisfaction is under the direct control of the server. Their satisfaction depends on your knowledge and job performance. The other 10 percent is something that is not under your control. There may be a foreign matter in their food (i.e. hair). Regardless of the situation, discretion is important. In all cases, the Manager should be notified. Servers should never become overly friendly with a Member. Asking personal questions or telling personal problems is not appropriate, particularly if they are work related. A good server does not blame the department. That does nothing to solve the problem. A good server does not make excuses. Mistakes will always happen; it is our responsibility to accept the responsibility by offering a courteous brief apology to the Member. A simple “I’m sorry sir”. “I apologize, ma’am, I simply forgot, I will bring it right away” is more appropriate than “Ma’am, one of the servers called in sick and we are short handed, and I’m busy”. Members do not need to know why a mistake has happened. They just need to see you acknowledge the mistake and take action to correct it. Courtesy NEVER argue with a Member NEVER ignore a complaint, no matter how small you think it may be.