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Lesson details

Working in the hospitality industry means having to deal with the occasional complaint from a guest. It’s going to happen – but don’t panic! You can’t always please everyone, and often the negative feedback will be about something that’s out of your control.

Complaints can also be really helpful for figuring out what you or your venue can improve upon. Learning how to respond to complaints from guests is a really valuable skill for a server – if you respond in a positive way and take the comments on board, you can completely turn the situation around!

Young Waiter of the Year Brooke Adey shares her pro tips for dealing with this tricky situation without losing your cool.

What you'll learn in the How to respond to a guest complaint lesson

  • How to handle a guest complaint and rectify the situation
  • Tips for responding to guest complaints in a positive and professional manner

Who the Front of house essentials course is for

Servers, learn hospitality skills for today’s world and up your service game with tips from our expert!


Brooke Adey

Brooke Adey has worked for some of Sydney's most acclaimed eateries and is the current restaurant manager at The Paddington Inn.

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