Guest Complaint SOP

Procedure#:HB SOP 17

Function:Team Member Policies

Implementation Date:040123

Policy: Hillman Beer takes guest complaints very seriously.  Managers, Service Leaders and the team are expected to have a “guest-first” mentality and when a guest is unhappy or underwhelmed by their experience, the team must go above and beyond to resolve the issue and create a positive guest experience.   In addition to addressing general guest complaints, the team is also trained in intoxicated guest management procedures to ensure the safety and comfort of all patrons. This involves recognizing the signs of intoxication and handling such situations with care and professionalism. By implementing these procedures, we aim to maintain a welcoming environment while upholding our commitment to guest satisfaction.

Procedure:

1. When a guest complaint arises, the staff member must alert the manager and/or Service Leader immediately.

1. The manager or Service leader must respectfully approach the guest and encourage them to state their complaint or concern.  Using language that is kind and empathetic (never defensive) is the best way to make the guest feel comfortable with the interaction.  

1. The manager or shift leader should take action right away on the complaint.  If the issue is food-related, the manager/Service leader should bring the returned food item to the Sous Chef/Kitchen Service Leader to show them the issue and immediately refire the ticket, if the guest would like another. 

If the complaint is beer or beverage-related, the manager/Service leader should offer the guest a sample of another item, so that they are able to find something they will like (The Hillman Guarantee).   Additionally, it is important for staff to remember the workplace injury reporting procedures in case any accidents occur during service. This ensures that any incidents are documented properly and addressed swiftly. By prioritizing guest satisfaction and maintaining safety standards, the team can create a positive and secure environment for everyone.

1. Depending on the severity of the issue, the manager/Service leader should evaluate the guest check to see if the item(s) should be taken off of the check.  They are expected to use their best judgment on this.  

Note: Any items taken off would be a Comp, not a Void.  

Very rarely would an entire check be comped – usually only the item that was an issue.  However, the manager should use their best judgment if the situation is serious enough.  

Also, we do not offer Hillman gift cards as compensation for a negative guest 

experience.  

1. After the new food or beverage has been with the guest for a few minutes, the manager/Service leader must check back with the guest to see if they are happy with the replacement.  

1. At the conclusion of the shift, the manager must put detailed notes of the guest complaint into the 7Shifts manager logbook.