How to respond to a guest complaint

Brooke Adey

2m 2s


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.

Learn hospitality skills for today’s world, including:

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


Brooke Adey

Young Waiter of the Year 2015

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