What should hosts do if guests express dissatisfaction during their wait?

When guests express dissatisfaction during their wait, it is essential to try to reassure them and provide updates on their wait time. This approach demonstrates that the hosts acknowledge the guests' feelings and take their concerns seriously. By offering reassurance, hosts can help calm guests and make them feel valued, which can significantly enhance their overall dining experience.

Providing updates on their wait time can also set realistic expectations for the guests. It shows transparency and helps reduce any frustration they might feel. When guests feel that their time is being respected and their concerns are being addressed, they are more likely to remain patient and have a more positive view of the establishment.

Engaging with guests in this way not only helps to resolve immediate issues but can also create a lasting positive impression, encouraging them to return in the future.