HOW TO HANDLE A RETURNED DISH OR BEVERAGE?

OBJECTIVE

Expects that beverages and dishes can be returned easily if the quality is not up the standard or the guest is dissatisfied with the items and that the service team is able to handle this professionally and with minimal interruption to the guest experience.

POLICY

To ensure the case is handled professionally.

To ensure a quick change over if required.

PROCEDURE

Guests refuses the food order, beer, liquor or a bottle of wine.

Apologies to the guests and ask why the beverage is not up to the guests’ satisfaction?

Request from the guest for which kind of food, beverage he/she wish to change or what about the beverage he/she would like changed. .

Return item to kitchen or bartender on duty

Keep the original cork

Exchange other item to the guest

The food order or spoiled beverage will be replaced with one that satisfies the guest.

Handling returned dish

Apologies to the guests and ask why the guest is dissatisfied with the dish?

Take an order for a new dish from the guest.

Order a new dish immediately and bring the spoiled one back to kitchen with the feedback for the chef.

If there is going to be a delay on the new meal coming out and the guest is sitting with only one other person offer to take their meal back as well so they can enjoy their meals together.

At this stage check with the captain on duty to see if there is any adjustments needing to be made to their bill or anything complimentary offered.

Return to guest

Return to the guest and reassure them their new meal is on the way apologize again and check if there is anything else you can do for them in the interim. Also advise the guest if any adjustment to their bill.

Check the guest satisfaction

5 minutes after the new meal has gone out go back and check if the guest is satisfied with their new meal, be courteous and apologies again for the inconvenience