Scott Marshal and his family had been to the Blue Dog restaurant for dinner last Saturday night. He found that the food was cold and was presented to them in a most unhygienic manner. The plates that the staff served the food on were also cold. The was a very cold day and Scott felt staff should have prepared themselves to manage customers, accordingly with warmer plates and food. Scott wanted to report the incident to management but was told that there was no such policy readily available to him. He queried staff about the complaints process, but the staff seemed confused about what was correct procedures for doing this. As a manager of this hotel, What could you do to resolve this situation