Guest Incidents - Documenting & Reporting
Accident happens……. even though we all do our best to ensure everyone’s (guest and staff) safety. That’s why, in a perfect world, you would never have to fill out the incident form. But, since incidents do happen, it’s never a bad idea to be prepared for any situation, especially the unexpected.
Below is the step-by-step guide to help you carry out an effective investigation.
Follow these instructions to ensure that any guest incidents are properly documented and reported to your Director, VP of Operations, or the owners of the business.
Guest Injuries
First, is to assess the seriousness of the injury. If necessary, offer to contact medical assistance or an emergency contact. A serious injury may require a call to 911.
Immediately contact your Director of Operations of any incident involving a serious injury.
While it is important to offer assistance to an injured guest, express concern but do not admit liability for the incident.
Once the guest’s injuries have been addressed, print and complete the Guest Incident Report, filling out the relevant sections with the injured guest. If they are unable to provide you with information to complete this form due to their injury, obtain their contact information to complete the report later. When writing your report, be sure to use the “words alleged and/or purported illness or injury.”
DO NOT supply them with a copy of the Guest Incident Report (the report is for internal use only).
Inform the guest that you will contact your direct supervisors and that someone will be reaching out to them shortly.
Managers may use their best judgment to determine when it is appropriate to refund a meal or offer a meal on a future visit.
Scan and email the completed Incident Report to your Director, and VP of Operation.
Food Quality Issues & Potential Illness Claims
Assure the guest that we will take their concern seriously and that a detailed investigation will be completed.
With the guest’s assistance, complete the Guest Incident Report, filling out the relevant sections. Please obtain as much information regarding the nature as well as the timing of the incident. Please do not make any suggestion as to the cause of the incident until an investigation can be completed.
Inform the guest that you will contact the Director of Operations and that someone will be reaching out to them shortly. Do not supply them with a copy of the Guest Incident Report.
If the incident involves a foreign object, request to inspect the item to aid in your investigation and attach the object to the report.
Do not discuss the foreign object’s possible origin with the guest.
Once the guest has left, complete the Product Investigation Report form.
After completing both forms, scan and email them to both the Director and VP of Operations and upload the document on the daily shift log.
If you have any questions regarding how to proceed with your product investigation, please reach out to your Director of Operations for support.
To be completed by a manager as soon as possible (within 24 hours). This document is confidential and is not to be distributed or provided to the guest. Please direct the guest to contact the Director of Operations with any questions or follow-up they may have.
General Information
Store name & number
Name of manager completing this form
Incident time & date
Date reported:
Guest Information
Name
Phone number
Address
Description of incident
Injury Information
The exact location of the incident
Description of injury
Was medical attention required? If yes, describe
Food Safety Information
Items consumed
Date & time
Symptoms
Number of people in the party
Were others ill?
Other foods consumed in the last 24 hours (include description and place if possible)
Medical attention required? If yes, describe
Other notes:
Witnesses (this may include Crew Members)
Name
Phone
Address
Additional Comments:
If you need help with creating the Incident form, please e-mail us and we will provide you with a customized form.
