General Article Navigating the Complaint Process: Front of House vs. Back of House: Using Bad Food as an Example

Sometimes you may need to help a travel client with a complaint and here we will discuss the correct ways to deal with one they experinced in a restuarant, in a hotel or resort dining area.

When a culinary disappointment causes problems for a client, determining the appropriate recipient to handle the complaint can be perplexing.

Should the client address their concerns with the attentive waitress staff, or the cleaning staff, the chefs, hotel manager, or delve deeper into the kitchen's realm?

Let's take a look at the processes.

The Front of House: Your First Line of Defence:

(*Read useful articles in the forum in the Hotel Lobby Sections.)

The front-of-house staff, comprising waiters, waitresses, and restaurant managers, constitutes the initial point of contact for most guest complaints.

Their roles is multifaceted:

• Immediate Response: They are trained to handle guest grievances, they can often provide swift solutions, such as replacing an unsatisfactory dish or offering a compensatory beverage.
• Communication Bridges: These staff act as the bridge between the guests and the kitchen, tasked with discussing client concerns to the culinary team.
• Guest Satisfaction Focus: Their primary objective is to ensure guest satisfaction, and they're equipped to handle most complaints efficiently.

While the front-of-house team is the clients first port of call, there may be instances where escalating the issue to the back of house becomes necessary.

The Back of House: When Direct Intervention is Required:

The kitchen, or back of house, is where the magic (or sometimes, the mishap) of culinary creation occurs. The chefs domain…

Venturing into this realm is usually warranted under the following circumstances:

• Serious Food Safety Concerns: If you suspect a foodborne illness or observe unsanitary conditions, immediately inform the kitchen staff. Your health is paramount, and direct communication is essential.
• Detailed Culinary Feedback: If clients possess in-depth knowledge of cuisine, and can articulate specific issues with the preparation, ingredients, or cooking techniques, addressing the chef directly can be fruitful.
• Unresolved Front-of-House Complaints: If the front-of-house staff is unable to satisfactorily address any concerns, then escalating the matter to the kitchen might be the next logical step.

Tips for Effective Complaint Resolution:

• Clarity is Key: Clients can clearly articulate the specific problem with the food, whether it's taste, temperature, texture, or presentation.
• Maintain Composure: Always remain calm and polite because a good demeanour is more likely to elicit a constructive response.
• Document the Incident: Clients must always keep a detailed record of the date, time, and names of staff involved.
• The Follow Up: If the issue persists, then the guest can contact the hotel management or guest relations. You as a travel advisor can assist with this if necessary
• Leverage Online Platforms: Guests will share their experience on travel review sites to inform other potential guests. You can assist them with this action

As always the goal should not be to create animosity but to improve the dining experience for themselves and future patrons.

Following the proper process of complaints can be made by understanding the roles and responsibilities of both front-of-house and back-of-house staff.

This way using the above guidelines,you and your client, can navigate the complaint process effectively and increase chances of a satisfactory resolution.