Most frequent complaint categories
Table not ready despite reservation, long waits, order mistakes, and check issues lead the list. Most stem from process or communication gaps, not bad intent. See our help center for step-by-step guides.
Repeating themes in online reviews signal priorities for ops meetings.
Prevention: systems and training
Live floor maps and approval queues reduce “table not ready” moments. Proactive SMS. “running 15 minutes late”, sets expectations. Sign up to try OpenRez free.
Host scripts manage expectations with precise language about seating time.
In-the-moment response
Listen, summarize, offer a fix, three steps. Manager involvement and a small gesture (drink, dessert) resolves most cases.
Log the resolution in CRM notes for visibility on return visits.
Feedback loops
Post-visit micro-surveys alert low scores immediately. OpenRez review tools support reputation management.