What should servers do if a guest is unhappy with their meal?

When a guest expresses dissatisfaction with their meal, the most appropriate and effective response is to apologize and make an effort to resolve the issue respectfully. This approach acknowledges the guest's feelings and demonstrates that their experience is valued. A sincere apology can help to defuse any tension and shows the guest that the staff is committed to providing outstanding service.

By actively seeking to rectify the situation, whether that means offering to replace the dish, providing a different option, or perhaps extending a small courtesy like a discount, the server not only addresses the immediate concern but also promotes a positive experience that can turn a potentially negative situation into a redeeming one. This practice builds trust and encourages guests to return, knowing their satisfaction is important.

Addressing complaints in a constructive manner also fosters a positive working relationship with kitchen staff, as it avoids placing blame and instead focuses on teamwork to enhance the overall dining experience.