Name: Queen Danica M. Delan
TECH CA-3A
Instructor: Albert E. Perez
Date:
Guest Name:
Department:
Nature of Complaint
Result of Investigation
Actions taken to
prevent recurrence:
Actions taken as
Service recovery:
Signed by HOD:
MOD
Completed Copy to: HOD
BS IND.
EVSU-OCC
Incident Report
25th April, 2023
Mr. Edward Smith
Contact number: 09751542569
Address: Ormoc City
Dining Experience: Regular
Occasional First Time
✔
Queen's D Restaurant
Poor Communication
A British couple came at Queen's D Restaurant at around ten
o'clock in the morning. To celebrate their second anniversary.
They were seated at table number 2. They called the attention
of the waiter, they browsed the menu, and they mentioned
their orders to the waiter. At this moment, the waiter is
confused and does not really understand because of the guest's
british accent. That time the waiter forgot to repeat the guest's
order. At that time, the waiter was not feeling well and had a
personal problem. After 15 minutes, the food was delivered to
the guest at table 2. But the guest complained that the food
they ordered was not correct.
The staff ask for forgiveness from the guest. And the manager
tell the staff and all the TM to always maintain their presence
in the workplace. Always be attentive to the guest to avoid a
failure of communication and focus on working, having a
good approach and interaction with the guest.
Apologies were extended to the guest and they changed the
incorrect order, gave free dessert, a bottle of wine, and flowers
with lovely music due to the incident.
Albert E. Perez
Queen Danica M. Delan
Human Resource General Manager