Inkwell Beach Club — Guest Complaints

We're opening with one manager on the floor and no backup chef in the kitchen. That means the manager cannot be the answer to every problem — most of what goes wrong at a table has to be handled by you, in the moment, without waiting for someone else. This guide tells you exactly what's yours to fix, what to fix and report, and what needs the manager right now.

The Four Tiers

Tier 1 — Fix It Yourself, No Manager Needed

Wrong drink order — apologize, remake immediately
Silverware, napkins, table comfort requests (temperature, seating adjustment)
A short, normal delay — check with the kitchen and give the table a real update
An on-menu substitution that's already standard (see Food Guide for what's actually available)

Tier 2 — Fix It Now, Tell the Manager After

A dish that's clearly wrong — wrong temperature, wrong item, wrong preparation. Remake it, then let the manager know it happened.
A guest who doesn't love a correctly-made dish and wants to swap it. Offer the swap, then loop the manager in.

You're not asking permission here — you're keeping the manager looped in so they know what's happening across the floor, and so they catch it if the same issue is happening at more than one table.

Tier 3 — Get the Manager Before You Do Anything

Any request for a comp, discount, or free item
Any allergy question beyond what's already flagged in the Food Guide
A complaint about wait time affecting the whole table's experience
A guest who is visibly upset, raising their voice, or asking for a manager by name
Any billing or payment dispute
Broken glass or a spill that needs cleanup and a safety check

Tier 4 — Get the Manager Immediately, Interrupt Whatever They're Doing

Any allergic reaction or medical concern
Any injury — slip, cut, choking, anything
A guest making a scene loud or visible enough that other tables notice
Any concern about a guest who's had too much to drink

Josh — comp and discount authority isn't set yet. Tier 3 assumes servers have zero authority to comp anything on their own until you set actual limits (a dollar cap, a manager-only rule, etc.). Update this section once you decide.

If the Manager Is Already Handling Something Else

With one manager, there will be moments they're tied up at another table. Don't let a guest sit in silence waiting:

Say

"I'm grabbing my manager for you right now — they're just finishing up with another table. I'll have them over here in just a moment."

Then actually go find them, and check back with the table within two minutes even if all you can say is "still tracking them down for you." A table that's been acknowledged waits much better than a table that's been ignored.

Common Scenarios

Tier 2

Wrong dish sent to the table

"I'm so sorry — this isn't what you ordered. Let me get the right one fired right now."

Get the correct item moving immediately. Don't wait for the wrong plate to be cleared before telling the kitchen — flag it the moment you see the mistake.

Tier 2

Dish is correct, but the guest doesn't like it

"I'm sorry it's not what you expected — would you like me to bring you something else, or adjust it?"

This is not a kitchen error, but it's still fixable by you. Offer a swap. Loop the manager in after, especially if it turns into a comp request.

Tier 1 → escalate if it grows

Kitchen is running behind

"I want to give you an honest update — the kitchen's running a bit behind on your order. I'm keeping an eye on it and will let you know the moment it's close."

Don't promise a specific number of minutes unless the kitchen has actually told you one. A vague promise you can't keep is worse than an honest "I'm checking." If the table's frustration escalates, this becomes a Tier 3 — get the manager.

Tier 1

Sushi item isn't available

"That one's not running tonight — can I get you something close to it instead?"

Recommend from the standing list in the Food Guide. Keep it moving — don't explain the staffing reason to the guest.

Tier 3

Guest asks for a comp or discount

"Let me grab my manager so we can take care of that properly for you."

Do not promise anything yourself — not a free item, not a percentage off, not a future gift card. Get the manager and let them make the call.

Tier 4

Guest reports an allergic reaction or feels unwell after eating

"I'm getting my manager right now — please stay right here."

Do not diagnose, do not guess what caused it, do not offer food or drink to "help." Get the manager immediately and let them take it from there.

End of shift: tell the manager about every Tier 2 and above issue before you clock out, even if it felt small and got resolved. With one manager covering the whole floor, this is the only way they catch a pattern — like the same dish coming back wrong twice in one night.