guest-incident-log

Guest Incident Log Skill

When a guest slips, has a reaction, or complains of illness, what you write in the next hour can protect both the guest and the business — or sink it. This skill captures the facts objectively, records the response, and routes the notifications, without the speculation or apologies-as-admissions that create legal exposure.

Working from a brief

Given what happened, produce the full record — capture only observed facts, mark anything reported-by-guest as such, and never invent details. Flag anything that requires immediate medical, legal, or regulatory action.

Required Inputs

Ask for (if not provided, else infer and label):

• What happened — the incident type and a factual account
• Who — guest, staff involved, witnesses (and contact info if available)
• When/where and the immediate actions already taken

Output Format

Immediate response (if still unfolding)

The right-now checklist: ensure safety/medical aid, secure the area/preserve evidence (the spilled item, the food, photos), don't move hazards until documented, get witness details.

Incident report

| Field | Detail |

|---|---|

| Date / time / location | |

| Incident type | injury / illness / foodborne / altercation / property |

| Persons involved | guest, staff, witnesses (contacts) |

| Factual account | observed facts, in sequence |

| Guest statements | quoted, marked "as reported by guest" |

| Actions taken | aid given, area secured, who was notified |

| Evidence | photos, retained item, CCTV reference |

Notification & escalation

Who to inform and when — manager on duty, owner/GM, insurance carrier, and any mandatory reporting (a suspected foodborne illness may require the health department).

Follow-up

Guest follow-up (care, not admission), corrective action to prevent recurrence, and where the record is retained.

Quality Checks

• [ ] The account is factual and objective; guest claims are marked as reported, not asserted
• [ ] Witnesses and their contact details are captured while fresh
• [ ] Immediate safety/medical response is documented, and evidence preserved
• [ ] Notifications/escalation (incl. any mandatory health-dept reporting) are listed
• [ ] No admissions of fault or speculation about cause
• [ ] Follow-up includes a corrective action to prevent recurrence

Anti-Patterns

• Speculating on cause or fault ("we should have mopped sooner") in the record
• Apologies phrased as admissions of liability
• Vague account with no times, witnesses, or actions
• Losing the evidence (throwing out the food, mopping before photos)
• Forgetting mandatory reporting for a suspected foodborne illness
• Filing it nowhere retrievable when insurance/legal needs it later