Proper compensation for a waiter's "oops"

I've worked in the food business a wee bit, but now I'm in the teaching business. Just wrapping up a class in business writing at a local university.

You would hope the situation would be corrected on the spot. It should have been. But if she is really upset, she needs to call/write the person who has the power to correct the situation. I'd write because writing shows that I have taken the time to notify the person who has the power to care/change the situation. She should also specifically name what solution she would see to be acceptable. Include a copy of the dinner receipt with the letter, as well as the receipt for the cleaning.

I'd write the owner/proprietor if he/she is involved with the business on a daily basis, or the general manager/operating person if the owner is not involved. [Someone give me the proper terms I am looking for.]

It's sad that the customer has to go through that effort, but too often that is the case.

I had an entire order of Fettucini Ramon spilled on me a couple of years ago at The Bristol. The manager was so worried about the food on the floor and castigating the waiter that neither he or the waiter ever apologized.