FINDSY | MAKING HOSPITALITY MEMORABLE A private feedback handover that keeps the next step clear Restaurant: ____________________ Service / date: ____________________ Action owner: __________________ Next review: ______________________ When a concern passes from one manager to another, the next person should not have to reconstruct the conversation. A useful handover preserves what the guest said, what the restaurant knows and what needs to happen next. KEEP THE ORIGINAL CONCERN A scanned venue touchpoint does not automatically identify the person using it. Keep known context separate from assumptions. [ ] Retain the guest's original comment and rating where provided. [ ] Record when and through which route the feedback arrived. [ ] Link the reservation or visit only when that connection is supported. [ ] Preserve anonymity where the guest has not been identified. Notes / next action: _______________________________________________ MAKE THE CURRENT POSITION EASY TO READ Use factual, relevant notes. “Manager to review the visit details before calling tomorrow” gives the next person a usable action. A judgement about the guest's character does not. [ ] Name the case owner. [ ] Summarise the actions already taken. [ ] Note whether the guest can be contacted about the concern. [ ] Record any promise already made to the guest. [ ] Set the next action and the time it should be reviewed. Notes / next action: _______________________________________________ HAND OVER RESPONSIBILITY EXPLICITLY Finish with a simple test: could the next manager explain the current position without asking the guest to repeat the whole experience? [ ] Name the person taking the next action. [ ] Confirm they have the information and access they need. [ ] Flag any response that needs manager approval. [ ] Check whether optional marketing should remain paused during the recovery. [ ] Record when ownership changes and when the handover is acknowledged. Notes / next action: _______________________________________________ KEEP THE OUTCOME CONNECTED Record the response and what happened next. If an issue remains unresolved, keep that clear. Do not replace the original concern with a more favourable summary or assume the relationship has recovered because a case was closed. Notes / next action: _______________________________________________ HOW THIS CONNECTS TO FINDSY Findsy connects private feedback with manager-led case ownership, follow-up and available visit context. Public review publication and external review replies are separate capabilities with their own availability. Notes / next action: _______________________________________________ Source: https://www.findsy.ai/resources/blogs/private-feedback-handover-checklist Reviewed: 8 November 2026 Adapt to your restaurant and current procedures.