HOW TO CHECK ON GUEST SATISFACTION?

OBJECTIVE

To ensure that all F&B team know the standards.

POLICY

To maximize guests satisfaction

It is the policy of the hotel that all F&B team follow the same standard.

PROCEDURE

Approach guest table.

Personal Grooming

Two minutes after guest has eaten or when clearing the main course

“Excuse me, Sir/Madam, how is your breakfast, meal or

With a warm smile

Listen to guest’s reply

Attentively with eye contact

Show interests

Guest Comment, feedback Report/Take note all guest comment in file for futher notice and action plan.

Respond to guest

(If positive answer)”Thank you for your compliments Sir/Madam, I’ll point it out to the Manager and Chef”

If (Negative answer)/ Nếu

Apologies and thank the guest for their comments

Refer the comments to your superior immediately.