If a guest requests a substitution that requires manager approval, what should you do?

• A. Take the substitution and proceed if guest agrees.
• B. Decline and offer alternatives.
• C. Escalate to a supervisor for approval.
• D. Ignore the request.

Answer: (C)

Substitutions that require manager approval must be approved before you finalize the order. This ensures the change follows policy, keeps pricing and inventory accurate, and provides a consistent guest experience. When a guest requests such a substitution, you should calmly let them know you’ll check with a supervisor and then escalate to a manager for the necessary authorization. Once approved, you can complete the substitution and confirm the details with the guest.

Taking the substitution and proceeding without approval can bypass policies and create issues with pricing or inventory. Declining outright without attempting to obtain approval may dismiss a valid guest request, especially when approval is possible. Ignoring the request is unprofessional and damages the guest experience.