4 Common Guest Complaints and How Sommeliers Can Handle Them
As a sommelier, you play an important role in creating a memorable dining experience for your guests. However, with this responsibility comes the occasional challenge of handling guest complaints. In this blog, we'll explore four common scenarios you may encounter as a sommelier and offer tips for handling each situation with grace and professionalism.
Here are four guest profiles and common wine-related complaints that sommeliers might encounter in their work
The Wine Connoisseur
These guests are knowledgeable about wine and may have specific preferences or high expectations for their wine selection. Common complaints from this guest include a limited wine list or a need for more rare or premium bottles.
Here's a hypothetical scenario that showcases the wine connoisseur guest profile and the role of a sommelier in handling their complaints:
Scenario: You're a sommelier at a busy restaurant, and a guest who identifies as a wine connoisseur has just been seated at your table. She expresses her disappointment that the restaurant does not carry her favorite bottle of Pinot Noir.
Sommelier (responding with a smile): "I apologize for that, ma'am. We do have a wide selection of Pinot Noir, and I'd be happy to recommend a few of our most popular bottles. Would you like me to pour a taste of each for you to sample?"
Guest: "Yes, please. I'm really looking forward to finding a new favorite."
As the sommelier, you expertly pour tastes of three different Pinot Noirs, each with its unique flavor profile. The guest is pleased with the options and chooses one to accompany her meal.
In this scenario, the sommelier has effectively handled the complaint by being proactive and offering alternatives. By offering to pour tastes of different wines, the sommelier has provided the guest with a memorable experience and helped her discover a new favorite bottle of wine.
A proactive sommelier anticipates guests' needs and takes the initiative to offer suggestions and solutions before a problem arises. This helps create a seamless and memorable dining experience for the guest and sets the sommelier apart as a professional dedicated to their craft.
2. The Wine Novice:
These guests may be new to wine and need a clearer understanding of what they want or how to pair wine with their meals. Common complaints from this type of guest include a need for more guidance or recommendations from the sommelier.
Here's a scenario that showcases the wine novice guest profile and the role of a sommelier in handling their complaints:
Scenario: You're a sommelier at a busy restaurant, and a guest who has never ordered wine before has just been seated at your table. They express their confusion about the wine list and seem intimidated by the selection.
Sommelier (responding warmly): I'm here to help. What kind of flavors or aromas are you interested in? Are you looking to pair a wine with your meal or enjoy a glass on its own?"
Guest: "I'm not really sure. I don't drink wine very often and I don't know what I like."
Sommelier: "No problem! Let me show you a few approachable and easy drink options. How about a light, crisp white wine like a Pinot Grigio or a Riesling or a soft, fruity red like a Pinot Noir?"
The sommelier proceeds to pour tastes of a few different wines, explaining the flavor profile and origin. The guest is pleased with the options and ultimately chooses a wine they enjoy.
In this scenario, the sommelier has effectively handled the complaint by being approachable, patient, and knowledgeable. By offering guidance and clear recommendations, the sommelier has helped the guest feel more confident about their wine selection and has created a positive dining experience.
3. The Budget-Conscious Guest:
These guests are looking for value and may be more concerned with the price of the wine than its quality. Common complaints from this type of guest include high prices for the wine or a need for more affordable options on the wine list.
Here's a scenario that showcases the budget-conscious guest profile and the role of a sommelier in handling their complaints:
Scenario: You're a sommelier at a fine dining restaurant, and a guest expresses concern about the high prices on the wine list.
Sommelier (responding warmly): "I understand your concern. We have a wide selection of wines to choose from, including some affordable options that are still of excellent quality. Would you like me to make a recommendation based on your budget?"
Guest: "Yes, that would be great. I don't want to spend too much on wine tonight."
Sommelier: "No problem! How about a delicious Spanish Tempranillo or a crisp Italian Grillo? These wines offer excellent value for their price and pair well with various dishes on our menu."
The guest is pleased with the sommelier's recommendation and chooses a wine that fits their budget.
In this scenario, the sommelier has effectively handled the complaint by offering a solution and being mindful of the guest's budget. By highlighting affordable options and being knowledgeable about value-driven wines, the sommelier has helped the guest feel confident in their wine selection and has created a positive dining experience.
4. The Impatient Guest
These guests may be in a hurry or have limited time to enjoy their meals. Common complaints from this guest might include slow service, a lengthy wine list, or a delay in receiving their wine.
Here's a scenario that showcases the impatient guest profile and the role of a sommelier in handling their complaints:
Scenario: You're a sommelier at a busy restaurant, and a guest expresses frustration about the delay in receiving their wine.
Sommelier (responding quickly and professionally): "I apologize for the delay. I'll make sure your wine is brought to your table as soon as possible."
The sommelier quickly communicates with the kitchen and wine service team to expedite the order, ensuring that the guest receives their wine promptly.
Guest (now satisfied and smiling): "Thank you for your quick action. The wine is delicious."
In this scenario, the sommelier has effectively handled the complaint by being responsive and taking immediate action to resolve the issue. By prioritizing the guest's needs and being mindful of their sense of urgency, the sommelier has created a positive dining experience.
In addition to these guest profiles, sommeliers may also face complaints about the wine service or the restaurant, such as slow service, poor wine storage or presentation, or a lack of atmosphere. To be ready for these scenarios, sommeliers should have a strong knowledge of their wine list, be able to make recommendations and answer questions, and have a well-prepared plan for handling customer complaints in a professional and empathetic manner.
