A complaint is a chance to put things right and keep a guest coming back. Service recovery means fixing the problem quickly so the guest leaves happier than before it happened. Many teams use a simple method called LAST: Listen, Apologise, Solve, Thank.
Why it matters
Many unhappy guests never complain; they just don't return. When a guest tells you, you can fix it before they leave.
Key ideas
Listen fully
Let the guest finish, keep eye contact and repeat the main point back.
Solve, don't excuse
Guests want a fix, not an excuse. Say what you will do and how long it will take.
Know your limits
Learn what you may offer, such as a free drink; anything more goes to your manager.
Step by step
- 1
Listen to the whole complaint without interrupting.
- 2
Apologise sincerely for the problem.
- 3
Offer a fix within what you are allowed to do.
- 4
Act quickly and tell the kitchen or your manager.
- 5
Check back later and thank the guest for telling you.
Do
- Remove problem food from the table straight away.
- Tell your manager about every complaint, even small ones.
- Record complaints if your venue keeps a log.
Common mistakes
- Don't blame the kitchen, a colleague or the guest.
- Don't argue about whether the complaint is fair.
- Don't promise refunds or discounts you can't authorise.
The situation
A guest's steak arrives well done, but she ordered it medium-rare.
What a professional does
'I'm really sorry, that isn't right. I'll have a fresh one cooked; it will be about 12 minutes.' You tell the chef and your manager, then check the new steak is right when it arrives.
Useful phrases
“I'm really sorry about that. Thank you for telling me.”
“Let me sort that out for you straight away.”
Pro tip
Fix the problem for the guest first, and work out what went wrong later.
Quick check
What does LAST stand for in service recovery?
Think about it, then show the answer
Listen, Apologise, Solve, Thank.