When handling guest complaints, what is the first step a server should take?

A server's first step in addressing guest complaints is to apologize and actively listen to the guest's concern. This approach is essential as it demonstrates empathy and acknowledgment of the guest's feelings. When a guest voices a complaint, they generally seek validation and understanding. By apologizing, the server is recognizing that there may be a problem that needs to be addressed.

Actively listening allows the server to gather all the necessary information about the issue, which can help in resolving it effectively. This also shows the guest that their concerns are taken seriously, which can diffuse tension and help rebuild their trust in the service provided. This step establishes a positive rapport, making it easier to find a solution that satisfies the guest.

In contrast, ignoring the complaint, defending restaurant policies, or asking the guest to calm down could exacerbate the situation or lead to further dissatisfaction, as these actions could come off as dismissive or confrontational.