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