What is the correct response if a guest has an issue with their meal?

When a guest has an issue with their meal, the best response is to use TACT and involve the manager. TACT stands for being Timely, Acknowledging the issue, Communicating effectively, and Taking action. This approach ensures that the guest feels heard and valued, which is crucial in the hospitality industry.

By acknowledging the complaint and involving a manager, you demonstrate to the guest that their concerns are taken seriously and that you’re committed to resolving the issue. A manager often has the authority and resources to rectify the situation, whether that means replacing the meal, offering a discount, or providing some other form of compensation, which enhances the overall guest experience.

Other responses, such as directing the guest to the nearest exit or ignoring the complaint, fail to address the concern and can lead to further dissatisfaction. Apologizing but taking no action also leaves the issue unresolved and does not rectify the guest’s negative experience. Therefore, using TACT and involving the manager is the most effective and professional approach to handling any issues with a guest's meal.