How should a host respond if a guest has a long wait?

When a guest experiences a long wait, responding with updates and offering complimentary items demonstrates excellent customer service. This approach acknowledges the guest's time and potential frustration, showing empathy and understanding. Going the extra mile to provide updates on wait times helps manage their expectations and keeps them informed about their place in line. Additionally, offering complimentary items can enhance the overall experience, making guests feel valued and appreciated, despite the inconvenience of waiting. This proactive and thoughtful response can lead to improved guest satisfaction and loyalty.

In contrast, leaving guests without updates would likely increase their frustration, while simply apologizing without addressing their concerns can come off as dismissive. Asking guests to return later would not address their immediate needs and could lead to lost business opportunities.