Guest Complaint and Feedback Form
v1.4
Purpose. Staff use this form to record a guest complaint or significant feedback, what was offered and what follow-up is required.
1.When to use this form
Complete this form for every complaint, whether or not it was resolved on the spot, and for compliments or suggestions that the team can learn from. Complete it before the end of your shift while the details are fresh.
2.Recording the facts
Write what the guest said, not your opinion of it. Record the product or service involved, the time and place, and the names of staff who dealt with the guest. Keep the tone neutral because the guest may ask to see the record.
3.Resolution
State exactly what was offered, whether the guest accepted it and the authority level used. If the matter was escalated, name the manager and the time.
4.Follow up
Tick whether follow-up is required and by whom. The department manager must close the form after follow-up and note the outcome.
5.Linking records
Add the reservation, function or travel booking reference so that the complaint is visible on the guest record. Injuries and food safety complaints must also be reported on the Incident and Hazard Report Form.