Club members are unhappy with the food and beverage services. How can you address their feedback effectively?

Club Members like what they like and they do not like change! When I worked at the Riviera Country Club, I know certain Club Members ordered their "special meal" which is what they have been having for 20, 30 and 40 years. Have the Chef and the Restaurant Manager sit down with 8 Key Members of different age groups. 4 Men, 4 Women. (not married). Have them come up with 4 standard items for Breakfast, Lunch and Dinner that will always be on the menu (12 items). Let the Chef Offer 6 Items that he would like to offer and have the 8 Member Food Committee pick 3 of the 6 chef items. Every quarter do a Wine Maker Dinner and have the Chef + Food Committee Plan the Menu. Keep everything else "Traditional" on the Menu, especially Holiday Events!

Listen actively and EMPATHIZE…after listening completely, let them know that you understand why they are unhappy and why their experience was below expectation. Give them confidence that you are addressing their concerns because you are also concerned.

To address the concerns raised, I propose the following steps: 1. **Feedback Session**: We would like to organise a feedback session with a selection of club members. This will allow us to gather detailed insights into your experiences and preferences regarding our food and beverage offerings. We value your opinions and believe that this will provide us with a clearer understanding of the specific areas that require improvement. 2. **Evaluation of Current Menu and Service**: We will conduct a thorough evaluation of our current menu and service protocols. This review will involve assessing the quality of our offerings, as well as the efficiency and friendliness of our service staff.

we need to listen and empathize carefully and make sure that we address their concerns.we can give them feedback forms which will be helpful to analyze what exactly is going wrong. After that we can take corrective measures i.e by discussing with team and prioritizing plan of action.after implementation take again feedbacks from the members, I am pretty much sure they will see a drastic positive change.

Nowadays expectations are getting higher and higher for everyone... Management needs to sit together and work on fixed menu items and variable/moving menu items, as well as mix and match to put different pairs on the table for the guests and keep working and tuning it after getting continuous feedback from the members.

I’m in a position where we take multiple surveys each year from our students, faculty and staff and all executive positions. It’s always interesting and my mission is to make everyone happy though we know this is unrealistic. Therefore all feedback is analyzed. Though we may not make everyone happy at all times we have started doing pop ups or different service items at different times to focus on the areas where we had the best opportunity for improvement. This turned the table in many ways. Folks feel heard and many were thankful when they seen their idea or concern addressed in real time.