Restaurant Manager how-to

How to Handle a Guest Complaint

A well-handled complaint can create a loyal guest.

Updated By the Career Education Institute Curriculum Team
Quick answer

A well-handled complaint can create a loyal guest. In short: listen; apologize; ask, then complete the remaining steps below.

Step by step

  1. Listen without interrupting.

  2. Apologize sincerely.

  3. Ask how you can make it right.

  4. Fix the problem quickly.

  5. Follow up before they leave.

  6. Share lessons with the team.

Safety reminders for restaurant managers

  • Enforce food safety and allergen procedures
  • Keep floors and walkways safe
  • Follow alcohol service laws
  • Train staff on emergency procedures

Prime cost · Labor percentage · Food cost · Covers · Comp · Void: see the full restaurant manager glossary.

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