What should you do if you cannot resolve a guest complaint?

When faced with a guest complaint that you are unable to resolve personally, the appropriate action is to immediately contact your manager. This is important because managers are typically equipped with the authority and experience to handle more complex issues and can often provide solutions that meet the needs of the guest while aligning with the restaurant's policies. By involving a manager, you demonstrate a commitment to customer service and to resolving issues effectively, which can help to restore the guest's satisfaction and confidence in the establishment.

Seeking managerial assistance also ensures that the complaint is handled in a manner that is consistent with the restaurant's overall service standards and policies, reducing the risk of further dissatisfaction. Additionally, a manager may have access to additional resources, such as offering a complimentary item or making decisions regarding compensation that front-line staff may not be authorized to offer.

Involving a manager not only can lead to a quicker resolution but also reinforces teamwork within the restaurant, showing guests that their concerns are taken seriously and are valued by all staff members.