Things I’ve found very helpful… Listen more than talking. Be empathetic to the guest, be sincere. Have a can do attitude. Practice what you preach, if you say you’re going to do something, follow through on it… A smile, a handshake , a complimentary dessert or cocktail goes a long way… But always, always be genuine and show care and compassion to the guest…

Navigating peak hours isn't just about processing transactions - it's about cultivating an experience. Customers who leave our establishments feeling that their concerns were met with empathy, professionalism, and a genuine commitment to satisfaction become not just repeat patrons, but vocal advocates. That kind of reputational equity is the true mark of hospitality excellence, and it's built one thoughtful, high-pressure interaction at a time.

A positive tone can make a significant difference in diffusing tension. Choosing words that focus on solutions and encouragement can help shift the dialogue towards resolution. When you speak with reassurance, it not only calms the situation but also signals that you are there to help, creating a more cooperative atmosphere. This approach ignites mutual respect, making it easier to find common ground and work through challenges together.

Effectively communicating with upset Guests during peak dining hours- - Serving hundreds of covers, bringing smiles along with deliciously cooked dishes it is at times inevitable to avoid mistakes and which can cause a Guest to be upset or dissatisfied, however the most dissatisfied Guests become ones long term loyal advocates if dealt well. - Particularly during peak hours the team has to be more proactive and attentive, any small mistakes should be communicated well with the team mates. - The Guest should be approached proactively in a graceful way to assess and understand their concern. There are no such complaints which can't be handled well if the approach is not subjective, the approach defines the outcome of the complaints.

During peak dining hours, managing upset customers requires empathy and quick action. Start by listening actively to their concerns and apologizing sincerely to show you value their feedback. Offer a clear solution—such as a replacement, discount, or immediate fix—and explain the steps you’re taking to resolve the issue. If more time is needed, reassure them that their concerns will be addressed as soon as possible. Follow up later to ensure their satisfaction and turn the experience into a positive one. Handling such situations with care can strengthen customer trust and loyalty.