Name: Queen Danica M Delan BS IND TECH CA-3A

Instructor: Albert E Perez EVSU-OCC

Incident Report

Date: 25th April, 2023

Guest Name: Mr Edward Smith

Contact number: 09751542569

Address: Ormoc City

Dining Experience: Regular Occasional First Time

Department: Queen's D Restaurant

Nature of Complaint: 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
Result of Investigation:
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

Actions taken to 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
prevent recurrence:
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

Actions taken as Apologies were extended to the guest and they changed the incorrect
order, gave free dessert, a bottle of wine, and flowers with lovely
Service recovery:
music due to the incident

Signed by HOD: Albert E Perez

MOD: Queen Danica M Delan

Completed Copy to: HOD Human Resource General Manager