Foodborne Illness Complaint

Here is the Scenario

A guest had lunch the previous day at a restaurant outside of Canyon Shadows Resort. Additionally, she had dinner in the resort's fine dining restaurant. During the night, she became very ill and called 911. She was rushed to the local hospital where it was determined that she had a food borne illness. She believes she acquired the illness from the resort's restaurant since her symptoms occurred soon after dining there. There is no conclusive evidence to indicate that food borne illness occurred on the property. Upon release from the hospital, the guest filed a formal complaint.

Questions

Answer the following questions to indicate your effort to provide exceptional guest service:

• Describe the steps in the conflict resolution process you will employ to address the issue.
• Explain the resolution you will offer to the guest and how you will communicate this information in a way that you create a repeat guest without admitting liability.
• Explain how you will communicate the resolution to your staff to ensure compliance and guest safety.

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