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
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
1---2name: guest-incident-log3description: Document a guest incident at a hospitality venue — injury, illness, foodborne complaint, altercation, or property loss — into a clear, defensible record. Use when asked to write up a guest incident, log an accident or complaint, document a slip/fall or allergic reaction, or record an incident for insurance/legal. Produces a factual incident report (who/what/when/where, witnesses, actions taken), an immediate-response checklist, notification/escalation steps, and follow-up — objective and liability-aware, without admitting fault.4---5
6# Guest Incident Log Skill
7
8When 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.
9
10## Working from a brief
11
12Given 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.
13
14## Required Inputs
15
16Ask for (if not provided, else infer and label):
17- **What happened** — the incident type and a factual account
18- **Who** — guest, staff involved, witnesses (and contact info if available)
19- **When/where** and the **immediate actions** already taken
20
21## Output Format
22
23### Immediate response (if still unfolding)
24The 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.
25
26### Incident report
27
28| Field | Detail |
29|---|---|
30| Date / time / location | |
31| Incident type | injury / illness / foodborne / altercation / property |
32| Persons involved | guest, staff, witnesses (contacts) |
33| Factual account | observed facts, in sequence |
34| Guest statements | quoted, marked "as reported by guest" |
35| Actions taken | aid given, area secured, who was notified |
36| Evidence | photos, retained item, CCTV reference |
37
38### Notification & escalation
39Who to inform and when — manager on duty, owner/GM, insurance carrier, and any mandatory reporting (a suspected foodborne illness may require the health department).
40
41### Follow-up
42Guest follow-up (care, not admission), corrective action to prevent recurrence, and where the record is retained.
43
44## Quality Checks
45
46- [ ] The account is factual and objective; guest claims are marked as reported, not asserted
47- [ ] Witnesses and their contact details are captured while fresh
48- [ ] Immediate safety/medical response is documented, and evidence preserved
49- [ ] Notifications/escalation (incl. any mandatory health-dept reporting) are listed
50- [ ] No admissions of fault or speculation about cause
51- [ ] Follow-up includes a corrective action to prevent recurrence
52
53## Anti-Patterns
54
55- Speculating on cause or fault ("we should have mopped sooner") in the record
56- Apologies phrased as admissions of liability
57- Vague account with no times, witnesses, or actions
58- Losing the evidence (throwing out the food, mopping before photos)
59- Forgetting mandatory reporting for a suspected foodborne illness
60- Filing it nowhere retrievable when insurance/legal needs it later
Mohit Aggarwal