In a restaurant setting, mistakes are not uncommon; however, they can still lead to customer frustration when they happen. As part of the Guest Experience team, our responsibility was to receive customer complaints regarding their orders in the form of tickets and assess the situations to determine the best course of action. In addition to handling complaints— which was the most frequent task— customers would also occasionally ask questions about the menu, the ingredients in each dish, and various aspects of the restaurant itself.

Dig Inn has an app that allows customers to create an account and register their purchases to earn points, which can be redeemed for items at the restaurant. Occasionally, we receive complaints and requests related to the app. In these cases, we either handle the situation manually by awarding points that were not automatically granted or assist customers in navigating the app step by step to help them understand how to use it in the future. In very specific instances outside of our expertise, we need to contact the technology team to ensure the customer receives the necessary assistance.

Our main task was to address all customer complaints related to orders. These complaints varied, including issues such as missing items and concerns about poor customer service at the restaurant. We often provided rewards to customers in response to these situations to encourage their return.

Additionally, customers with certain medical conditions frequently inquired about specific ingredients in their meals to ensure their well-being. It was our responsibility to have a comprehensive understanding of every ingredient used. If we encountered something that wasn’t listed or that we were unfamiliar with, we could directly consult the supply team for clarification.

The guest experience team was divided into two groups: one handled complaints about regular menu items, while the other managed catering orders. Dig Inn offers catering packages that include larger trays of food for events or meetings.

The catering team processed orders and sent quotes to customers for confirmation. If changes were needed, the quote could be easily adjusted since no payment had been made yet. After the quote was accepted, we would call the customer to collect payment information and finalize the order. I mainly worked with the regular menu team but helped with catering during busy times or on weekends.

Some issues could not be resolved through rewards alone; they required more direct action. For example, if there were delays in orders, we needed to verify whether the order had been prepared or delivered. In such cases, we would contact the restaurant through our communication channels to confirm these details. Similarly, if a customer wanted to make changes to a paid order, we would reach out to them as well. We also communicated important information to the restaurant that sometimes could not be included in the quotes, among other situations. Additionally, restaurants would often contact us directly to confirm order details or address problems that customers faced while dining, and we were then responsible for providing rewards to those customers.