3.4 Handling Guest Issues

Module 3 – Lesson 3.4: Handling Guest Issues (Level A2–B2)

This lesson teaches how to handle common guest issues in restaurants and cafés, such as wrong orders, delays, cold food, or mistakes. You will learn a simple 4-step method to apologise, show empathy, offer solutions, and maintain guest satisfaction. The lesson also includes realistic roleplays to build confidence in difficult situations.

Learning Outcomes – After this lesson you will be able to:

• Respond politely to guest complaints in English

• Use professional language to apologise and recover service

• Stay calm and positive under pressure

• Turn difficult situations into good guest experiences