HOW TO ADD a guest concern

When a guest leaves unhappy, we treat it as an opportunity to make it right and learn. Please guide guests to www.guestconcerns.ca. The Guest Concerns log captures the details so we can follow up consistently, approve fair make-goods, and track redemptions.

When to log a concern

• Any guest who expresses dissatisfaction (service, food quality, wait times, billing, cleanliness, etc.).

• Any situation where a manager offers, or may offer, a make-good/return incentive.

• Log it on the same shift whenever possible.
  
  

Step-by-step (on the iPad)

• Open the Google Sheets app.

• In the search bar, type “Guest Concerns” and open the sheet.

• Complete all required fields 

• Consult your DM to determine an appropriate monetary value or make-good before confirming any amount with the guest (unless a location policy states otherwise).

Redemption (when the guest returns)

• Open the Guest Concerns sheet and find the guest’s entry.

• Add the redemption date and manager initials.

Guidelines & good practices

• Be factual and neutral; avoid opinions or blame.

• Do not promise a specific dollar amount until approved by your DM.

• For food safety or serious incidents, notify your DM immediately and add an Incident Report in addition to the Guest Concerns entry.

• Protect guest privacy - use the log only for business purposes.

If you don’t find what you need here, please reach out to your District Manager first. If they’re unavailable, connect with James, our Director of Operations.