How should you handle a guest complaint if they prefer not to speak with you?

When a guest prefers not to speak with you directly regarding their complaint, referring them to the Assistant Restaurant Leader (ARL) or General Manager (GM) is the best approach. This option is appropriate because it ensures that the guest's concerns are addressed by someone who has the authority or experience to manage the situation effectively. ARLs or GMs are often better equipped to handle serious complaints or provide solutions that may go beyond what a manager trainee can offer.

Engaging higher management not only shows the guest that their complaint is taken seriously but also allows for a resolution that aligns with company policies and standards. Furthermore, it maintains the guest's comfort by respecting their preference to escalate the issue rather than dealing with it at your level. Providing this path for resolution can enhance the guest's experience despite their initial dissatisfaction, potentially leading to a more favorable outcome.