Describe the process that staff and managers should use when ...

[Shelles]

Describe the process that staff and managers should use when responding to on-premise guest complaints.
 
  What will be an ideal response?

Question 2

Menu planning for the National School Breakfast and Lunch programs is monitored by the:
 
  A) U.S. Department of Education.
 
  B) U.S. Department of Agriculture.
 
  C) U.S. Food and Drug Administration.
 
  D) U.S. Department of Health and Human Services.

[mcinincha279]

Answer to Question 1

When resolving guest complaints in an operation, staff and managers must listen carefully. They must always remember to treat guests with courtesy and respect. Guests will likely be upset in these situations, but staff and managers should always be patient and empathize with the guest. They should summarize their understanding of the problem and then confirm that understanding with the guest. Just as important, they must take responsibility for the situation and take ownership of the guest's complaint. They can do so by offering a solution, explaining to the guest what can be done to resolve the problem, or by asking the guest how he or she feels the problem can best be resolved.

Answer to Question 2

B