Facing Guests negative feedback on service quality- - Hospitality Industry is amongst those industries where the quality of services rendered shall be judged and rated which further makes or breaks the business. The business and the traffic are solely based on the quality of services and exceptional dining experiences rendered to the Guests. - Feedbacks or complaints highlighted by the Guests should be carefully taken into consideration. An assessment should be made finding out the trends and common pitfalls for the majority of the complaints. - Regular discussion of the operational glitches with the team and encouraging them to share their valuable insights and ideas to rectify the shortcomings in the long run without them confronted

Uma estratégia que sempre uso e ter um diálogo aberto com a equipe para refletir sobre os aprendizados que podemos ter com os feedbacks. Os positivos comemoramos e fortalecemos o vínculo para que sempre hajam, já os negativos refletimos sobre os pontos sensíveis do ocorrido e quais são os aprendizados, buscando ações para melhorar e eliminar tais situações.

Sua equipe precisa sentir que essas críticas são um ponto de partida, não um ataque. Compartilhe as coisas positivas que eles já fazem bem, envolva todos na criação de um plano de melhorias e celebre cada avanço, por menor que seja. Com a abordagem certa, você não só melhora o serviço, como também mantém sua equipe motivada e engajada no processo.

I know how tough it can be when customer feedback on service quality isn’t what we hoped for. I focus on sharing feedback constructively—highlighting strengths and areas to improve without pointing fingers. Positive reinforcement and involving the team in finding solutions go a long way. When they’re part of the process, they feel ownership and pride. Recognition, training, and open communication keep spirits high. Leading by example and reframing feedback as a chance to grow ensures we stay motivated and focused on delivering great service.

-Encourage Open Dialogue: Create an environment where team members feel safe discussing feedback. -Celebrate Contributions: Recognize and appreciate the hard work of your team, especially when they actively engage with customer feedback. A simple thank-you or acknowledgment can go a long way. -Emphasize Development: Present customer feedback as a chance for growth rather than criticism. -Set Clear Objectives: Define achievable goals based on the feedback received. -Invest in Training: Provide training and resources to help team members develop their skills.When they feel capable and prepared, their motivation and confidence increase.

Restaurant Hospitality needs to embrace and use the tools that we have available to us - mainly guest reviews - for training and development like Hotel Hospitality has perfected. We watch reviews carefully, and note any positive/negative trends. If we see a trend of a topic scoring lower for a period of time, we check the reviews for clues, see who was working, and refocus supervision on that area or celebrate successes.