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    SOP Service Recovery4 PDF

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    Matt Matt
    The standard operating procedure outlines the policy and procedures for service recovery in food and beverage operations. It states that when service is not up to standard, recovery must be immediate and satisfy the guest completely. It provides steps for employees to take a proactive approach, check customer satisfaction, acknowledge and apologize for any issues, take immediate action or notify supervisors, record all issues, investigate any post-departure feedback within 24 hours, and respond to all feedback within 24 hours. It also provides the LEARN acronym to guide dealing with guest complaints by listening, empathizing, apologizing, recognizing the issue, and notifying managers.

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    SOP Service Recovery4 PDF

    Uploaded by

    Matt Matt
    336 views2 pages
    The standard operating procedure outlines the policy and procedures for service recovery in food and beverage operations. It states that when service is not up to standard, recovery must be immediate and satisfy the guest completely. It provides steps for employees to take a proactive approach, check customer satisfaction, acknowledge and apologize for any issues, take immediate action or notify supervisors, record all issues, investigate any post-departure feedback within 24 hours, and respond to all feedback within 24 hours. It also provides the LEARN acronym to guide dealing with guest complaints by listening, empathizing, apologizing, recognizing the issue, and notifying managers.

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    SOP-Service-Recovery4.pdf

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    The standard operating procedure outlines the policy and procedures for service recovery in food and beverage operations. It states that when service is not up to standard, recovery must be immediate and satisfy the guest completely. It provides steps for employees to take a proactive approach, check customer satisfaction, acknowledge and apologize for any issues, take immediate action or notify supervisors, record all issues, investigate any post-departure feedback within 24 hours, and respond to all feedback within 24 hours. It also provides the LEARN acronym to guide dealing with guest complaints by listening, empathizing, apologizing, recognizing the issue, and notifying managers.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    336 views2 pages

    SOP Service Recovery4 PDF

    Uploaded by

    Matt Matt
    The standard operating procedure outlines the policy and procedures for service recovery in food and beverage operations. It states that when service is not up to standard, recovery must be immediate and satisfy the guest completely. It provides steps for employees to take a proactive approach, check customer satisfaction, acknowledge and apologize for any issues, take immediate action or notify supervisors, record all issues, investigate any post-departure feedback within 24 hours, and respond to all feedback within 24 hours. It also provides the LEARN acronym to guide dealing with guest complaints by listening, empathizing, apologizing, recognizing the issue, and notifying managers.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    STANDARD OPERATING PROCEDURE

    FOOD AND BEVERAGE OPERATIONS


    SOP: Service Recovery SOP # :
    DATE OF ISSUE: PAGES: 2

    OBJECTIVE:

    To maintain a positive reputation of our Food and Beverage outlets at all times.

    POLICY:

    When the service delivered is not to the standard expected, the service recovery is immediate
    and to the complete satisfaction of the guest.

    PROCEDURE:

    Food and Beverage employees are to take a proactive approach to guest service.

    After delivery of food and beverage products/service the employee is to check customer
    satisfaction to ensure it is as the guest expected.

    Where there is an incorrect order or negative feedback from the customer the employee is to;
    Show empathy and listen to the guests concerns to ensure that the situation is
    clearly understood
    Acknowledge that there is an issue
    Apologize for the inconvenience
    Inform the guest of the action which will be taken.

    Action is to be taken immediately. When the situation is beyond the handling of the
    employee, the supervisor is to be notified immediately. When informing the supervisor,
    details of the situation are to be relayed so that the guest does not have to repeat the problem.

    All guest issues are to be recorded to enable management to follow up.

    Where feedback is received after the guests departure, investigation of the situation is to be
    undertaken immediately and before the guest is contacted. Contact with the guest is to be
    made within 24hours of the complaint being received, either to respond or to advise that
    further investigation is being conducted.

    All feedback, both positive and constructive, should be responded to either in writing or in
    person, within 24 hours.

    www.foodandbeveragetrainer.com
    STANDARD OPERATING PROCEDURE

    KEY POINTS:

    When dealing with guest complaints follow these steps using the acronym LEARN:

    LEARN:
    L- Listen, E- empathize ( place yourself in the guests position)
    A- Apologize, R- Recognize (the issue), N- Notify the managers.

    www.foodandbeveragetrainer.com

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