Most complaints are reasonable: cold food, a noisy room, a long wait. A simple complaint routine helps you respond calmly. In difficult moments, such as abusive or very drunk guests, your personal safety comes first.
Why it matters
A complaint handled well can build loyalty. A difficult moment handled badly can put you, colleagues and other guests at risk.
Key ideas
Listen, apologise, act
Let the guest explain fully, apologise, then fix it or explain what happens next.
Know your limits
Learn what you can offer yourself, like replacing a drink, and what needs a manager, like a refund.
Safety first
If a guest becomes threatening, step back and call your manager or security. You never have to handle it alone.
Step by step
- 1
Give the guest your full attention.
- 2
Apologise sincerely, without blaming anyone.
- 3
Offer a solution within your authority, or fetch your manager.
- 4
Act quickly and check back.
- 5
Report the complaint or incident as required.
Do
- Remember the frustration is usually about the situation, not you.
- Involve your manager early for serious or repeated problems.
- Write down what happened after any serious incident.
Common mistakes
- Don't argue, even if you think the guest is wrong.
- Don't blame the kitchen or a colleague.
- Don't stay alone with a guest who is threatening you.
The situation
Late at night, a drunk guest at the bar demands another round and shouts when you hesitate.
What a professional does
You stay calm and refuse politely: 'I can't serve you more alcohol tonight, but I can get you some water.' When the shouting continues, you call your manager or security instead of arguing, then record the incident.
Useful phrases
“I'm sorry this happened. Let me sort it out.”
“I'd like my manager to help. I'll bring them over now.”
Pro tip
Learn your venue's rules on refusing service; in many places it is illegal to serve someone who is already drunk.
Quick check
A guest demands a refund you are not sure you can give. What do you do?
Think about it, then show the answer
Don't promise or refuse it. Fetch your manager quickly; they can decide.