When handling guest issues, what should you avoid doing?

When addressing guest issues, placing blame on anyone in the company is to be avoided because doing so can escalate the problem rather than resolve it. Blaming individuals can create a hostile environment, undermine team morale, and lead to a negative experience for the guest. Instead, it's crucial to focus on finding a solution and demonstrating accountability, which reinforces a positive impression of the establishment.

Taking full responsibility is often essential in service scenarios as it reassures the guest that their concerns are being taken seriously. Offering a solution is typically expected as it reflects a commitment to customer satisfaction. Listening to the guest's concerns is an important step in understanding the issue and is essential for effectively addressing it. Thus, avoiding blame helps maintain professionalism and fosters a constructive dialogue aimed at resolution.