Effective Customer Complaint Management in Food & Beverage Service:

Abstract

The report “Effective Customer Complaint Management in Food & Beverage Service: A Case Study on The Sanya Edition” explores how customer complaints are managed in the Food & Beverage (F&B) sector. This study is inspired by my internship experience at The Sanya Edition, focusing on identifying practical approaches to address customer complaints effectively and promptly. The goal is to resolve service issues for a highly satisfactory outcome within the hospitality industry. During my time in the F&B Service department, I observed and documented complaints related to food quality, service delays, and staff behavior. The Sanya Edition employs structured steps, including early acknowledgment, thorough investigation, and prompt resolution, ensuring guest concerns are addressed efficiently. This approach prevents situations where guests are left dissatisfied or forced to follow up later, ensuring a seamless experience. The report highlights best practices such as proactive communication, regular staff training, and leveraging guest feedback for operational improvements. It emphasizes the importance of maintaining service consistency under high-pressure conditions and meeting the elevated expectations of luxury hospitality guests. The study concludes that effective complaint management is critical to sustaining a hotel's reputation and fostering guest loyalty. By implementing efficient strategies, hotels can enhance their brand image and improve guest retention, providing a competitive edge in the industry.. Solutions such as hiring more multilingual staff, expanding theuse of multilingual menus, and introducing a cultural ambassador program are proposed.