What action should you take when handling a complaint from a guest?

When handling a complaint from a guest, employing TACT and involving a manager is the most effective approach. TACT stands for being Thoughtful, Approachable, Caring, and Timely, which are essential qualities in customer service. By demonstrating these traits, a server can help de-escalate the situation and show the guest that their concerns are being taken seriously. Inviting a manager into the conversation can provide additional support and authority to resolve the issue, ensuring that the guest feels heard and valued.

Other approaches, such as offering an immediate discount, might not address the root of the complaint or might come across as insincere. Simply tabling an order for later resolution could leave the guest feeling ignored, while waiting for the guest to leave completely undermines any opportunity to rectify the situation and restore their dining experience. Using TACT and involving a manager prioritizes customer satisfaction and seeks a constructive resolution, making it the optimal choice.