How should the host, when acting as cashier, handle any guest complaints?

If the complaint is a serious one, the manager should be called immediately to discuss the problem with the guest. It might be a valid complaint that requires the manager's immediate attention. At any rate, the presence of the manager indicates to the guest that management is concerned and wants to correct problems that cause guest dissatisfaction.

If the problem does not seem serious enough to call the manager and the guest does not request the manager, the host should write the complaint down on a notepad, in the presence of the guest, and assure him or her that it will receive the manager's attention. Further, ask the guest if he or she would like to leave a name and telephone number for the manager to call. Then thank the guest, sincerely apologize for the problem, and extend a warm invitation to return again soon. The note should be given to the manager with any further explanation, if necessary, at the close of the shift.