Restaurant Guest Complaint Log
Purpose: This log helps track and solve guest complaints quickly. It serves as a learning tool to improve service quality and train staff.
Basic Information
Date: _____ / _____ / _________Time: _____ : _____ ☐ AM ☐ PM
Table/Location: _________________________________
Guest Name: _________________________________ (optional)
Contact Info (if follow-up needed):
Email: _________________________________
Phone: _________________________________
Complaint Details
Type of Complaint (check all that apply):
☐ Food quality issues☐ Food temperature wrong
☐ Portion too small/large
☐ Long wait times
☐ Poor staff service
☐ Cleanliness problems
☐ Too noisy/bad atmosphere
☐ Wrong bill/pricing
☐ Menu item not available
☐ Accessibility issues
☐ Reservation problems
☐ Other: _________________________________
Guest's Words: (write exactly what the guest said or give a clear summary)
Staff Response
Staff Member: _________________________________
Manager on Duty: _________________________________
Quick Action Taken: (apology, free item, discount, etc.)
Final Solution: (refund, new meal, voucher, comp, etc.)
Guest Reaction: ☐ Happy ☐ Neutral ☐ Still upset
Root Cause Analysis
(Manager Use Only)
Main Cause:
☐ Staff needs more training
☐ Kitchen error☐ Equipment broken
☐ Bad supplier product☐ Process problem
☐ Poor communication☐ Understaffed
☐ Other: _________________________________
Follow-Up Actions
Follow-up needed? ☐ Yes ☐ No
If Yes:
Who will handle it: _________________________________
Due date: _____ / _____ / _________
What to do: _________________________________
Learning Notes
Staff Training Needed:
Process Changes:
Final Review
Was guest happy with solution? ☐ Yes - Fully happy☐ Partly happy☐ No - Still upset
Manager Notes:
Manager Signature: __________________ Date: _____ / _____ / _________
This form helps ensure we handle all complaints the same way and keep improving our service. Keep all information private and use it only to make our restaurant better.