Guest 4

                             III.        Guest Incident  (Risk Management)

Common guest liability incidents are:

. Gastro-complaints

. Foreign Objects (hair, rock, bone, glass) in the food

. Allergies (peanuts, MSG, etc.)

. Slip, trip, and fall 

What is manager’s responsibility when a guest makes a complaint?

. Determine if the complaint can be settled at the store level.

. If not, have the guest fill out a Guest Incident Report.

. Manager also need to fill out a Management Incident Report.

. Do not admit any liability.

. Let guest know that Guest Relation will handle the case.

. Call Guest Relation immediately. 

1.  Controlling Gastro Claims

. Always prepare the arrival of health department

. If there’s any violations, work with your associates & health department to have all the violations corrected.

. Enforce food safety polices

Food Safety

. Food Temperature Log (at least 4 times daily)

. Good Health Department Inspection records

. Monthly Food Sanitation self inspection

. GM & above must be ServSafe certified.

. Educate FOH of ingredients and food preparation.

Accurate Record

. Cashiers should enter the proper entrees ordered to ensure product mix report is accurate.

2.  Controlling Foreign Object Claims

Food safety

. Constantly inspect equipment for loose parts (screws, wires, etc.)

. Ensure metal scrubber is in good condition.

. Pay attention to packages that are sealed with twist tie wires, plastic, rubber band, etc.

. Use great care in inspecting and cleaning areas where incidents involving broken glass occurs.

Preserving the evidence

.  Ask the guest for the object and send it to Guest Relations ASAP. NEVER THROW THE OBJECT AWAY!

.  Take photos of the object with disposable camera if guest wants to hold on to object.

3.  Controlling allergies claims

. Educate associates about allergies, especially about cross containment, such as deep fryer cook both veggie spring roll and fried shrimp, same wok cook different dishes even it is washed every time…etc.  Pay attention to the question such as “Is there any …in this?

. If guests already went to Doctor, ask to see the bill. Do not promise or admit anything right away.

4.  Controlling Slip & Fall claims

How to prevent guest Slip & Fall accident

. Always use the “Wet Floor Sign”  before mopping.

. Mop a small section at a time.

. There should be enough “Wet Floor Sign” to cover the entire wet area. Do not put just one sign in a big wet area.

.  DO NOT remove the sign until the floor is completely dry.

. Mop with only hot water during the day. Floor surface will dry a lot faster than using chemical solution.

. Inspect the floor (parking) for cracks, holes, etc. that could be tripping hazard. 

How to handle a guest Slip & Fall accident?

. Be attentive.

. If possible, take picture of the area.

. If injury is severe, call 911 immediately.

. Locate all of your witnesses. Obtain contact information and have the witnesses provide written statement.

. If possible, obtain the guest’s name and phone number.

. Review the video. Keep the video as evidence.

. Contact Guest Relations immediately. 

Preserving the evidence

. Pull out the video surveillance tape/burn the footage on CD

. Take photos of the area and /or guests’  injury

. Obtain names and contact information from witnesses