जब guest dish वापस भेजे — LAST Framework
“A complaint isn't an insult — it's feedback. Four steps: Listen, Apologize, Solve, Thank. This is the protocol every team member must know.”
शिकायत insult नहीं — feedback है। चार steps: Listen, Apologize, Solve, Thank। यही protocol हर team member को आना चाहिए।
LISTEN — let the guest finish. No interruptions. No explanations yet.
सुनो — guest को पूरी बात कहने दो। बीच में मत काटो। अभी explanations नहीं।
APOLOGIZE — own it. No excuses. No blame-shifting.
माफ़ी माँगो — हमारी ग़लती मानो। कोई बहाना नहीं। किसी पर blame नहीं।
SOLVE — fresh dish + complimentary gesture. Speed matters.
समाधान — fresh dish + कुछ complimentary। जल्दी करो।
THANK — follow up. Your feedback is a lesson for us.
धन्यवाद — बाद में check करो। आपका feedback हमारे लिए सीख है।
Who is authorised to comp a dish or drink in this kitchen?
इस किचन में dish या drink comp करने का अधिकार किसे है?
How fast can we produce a replacement plate at peak service?
Peak service में हम कितनी जल्दी replacement plate बना सकते हैं?
How do we communicate an allergy from FOH to BOH — right now, immediately?
Allergy की जानकारी FOH से BOH तक अभी, तुरंत, कैसे पहुँचाते हैं?
“Customer is your guest — not a judge.”
Customer आपका guest है, judge नहीं।
Industry Service Standard (Marriott / Ritz-Carlton derived)
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