What is the proper response when a guest asks to speak with a manager?

What is the proper response when a guest asks to speak with a manager?

• A. Refuse the request and explain policy.
• B. Acknowledge, apologize for any issue, and offer to call or fetch the manager to their table.
• C. Explain that managers are unavailable.
• D. Ignore the request.

Answer: (B)

When a guest asks to speak with a manager, the proper response is to acknowledge their concern, apologize for any trouble, and offer to call or fetch the manager to their table. This shows you’re listening, taking ownership of the situation, and actively seeking a resolution. A quick apology helps calm emotions, and bringing the manager promptly provides the authority needed to address the issue or policy question, which can restore the guest’s trust. Alternatives that refuse the request, claim managers are unavailable, or ignore the guest leave them feeling dismissed and escalate frustration. The goal is to be respectful, proactive, and transparent about the next step.

When a guest asks to speak with a manager, the proper response is to acknowledge their concern, apologize for any trouble, and offer to call or fetch the manager to their table. This shows you’re listening, taking ownership of the situation, and actively seeking a resolution. A quick apology helps calm emotions, and bringing the manager promptly provides the authority needed to address the issue or policy question, which can restore the guest’s trust. Alternatives that refuse the request, claim managers are unavailable, or ignore the guest leave them feeling dismissed and escalate frustration. The goal is to be respectful, proactive, and transparent about the next step.