SERVICE RECOVERY MATRIX: (Ms. Natalia to review & advise)
GUEST SERVICE RECOVERY GUIDANCE - F&B
Action Plan
Nature of Issue
Service Recovery
Level 5
Level 4
Level 3
Level 2
Inviting for complimentary Lunch or Dinner
Disappointing overall breakfast experience
1
Sending apology amenity to the room
Compensation of items from the bill
Disappointing overall lunch experience
2
Sending apology amenity to the room
Compensation of items from the bill
Disappointing overall dinner experience
3
Sending apology amenity to the room
Taking special care and serving a glass of complimentary wine or welcome drink
No arrival experience
4
Provide the available table immediately
Reservation is not in the TMS
5
Taking special care and serving a glass of complimentary wine or welcome drink Taking special care and serving a glass of complimentary wine Taking special care and serving a glass of complimentary wine
Slow service waiting long time to take the order
6
Slow service waiting long time to serve the beverage
7
Compensatition of Beverage items
Taking special care and serving a glass of complimentary wine
Slow service waiting long time to serve the food
8
Compensation of food items
Taking special care and serving a glass of complimentary wine
Dining area cleanliness
9
Serving a bottle of complimentary wine
Coordinating with housekeeping to clean the restaurant Taking special care and serving a glass of complimentary wine Serving a bottle of complimentary wine Compensation of the entire bill Coordinating with pest control to eliminate the pest Taking special care and serving a glass of complimentary wine
Pest in the restaurant
10
Staff is not attentive, rude or looks not happy
Request Manager to visit the table
11
Compensation of items or entire bill
Taking special care and serving another one or other options Compensation of items or bill
The quality of beverage is not good
12
To offer the same replace dish with alternative
The quality of food is not good
13
Compensation of items or entire bill
Taking special care and serving another one or other options
The room temperature is warm or too cold
14
Check with Supervisor / Manager for assistance
Coordinating with engineering to adjusting the temperature Taking special care and serving a glass of complimentary wine
Food or beverage tems is not available
15
Offering alternative recommendations
Offering Omani dress
The dress code policy
16
To ask the guest to change his/her dress
This handbook is created to guide F & B service colleagues to have quick guide understanding their operation. The reference of this handbook are taken from The Art of Barr Al Jissah book, LQA, Shangri-La Experience and Shangri-La Cares. The terms and procedures could change from time and must be update accordingly.
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