Who is empowered to resolve a guest's problem to ensure their satisfaction?

The empowerment of team members to resolve guest issues is crucial to enhancing customer satisfaction. Being empowered means that the individual has not only the authority but also the confidence and training to make decisions that can positively impact the guest experience.

In this context, the person who is typically most engaged with guests during their visit is the carhop. They are often the first point of contact for guest concerns and play a significant role in addressing any issues that arise. When carhops are trained and encouraged to handle problems directly, they can quickly resolve issues, whether it involves providing replacements for incorrect orders, addressing service delays, or managing special requests. This prompt resolving action can transform a potentially negative experience into a positive one, which is essential for retaining customer loyalty.

While managers and cooks play important roles within the team, they are often not in direct contact with the guests on a regular basis. The manager's role primarily involves overseeing operations and decision-making at a higher level, while cooks focus on food preparation. Their responsibilities may limit their ability to address guest concerns immediately, which is why empowerment and problem-solving are often placed in the hands of those who interact directly with guests, such as the carhop. Therefore, the focus on empowering team members, particularly in a service