What should you do if a guest reports a possible foodborne illness?

• A. Do not admit liability; document details and report to management; assist the guest and follow policy
• B. Admit liability immediately
• C. Ignore the claim
• D. Offer free items to appease

Answer: (A)

When a guest reports a possible foodborne illness, the priority is to follow the restaurant’s incident-reporting protocol: listen with care, gather essential details (what they ate, when, symptoms, onset, and any medical care they sought), and document everything. Then report the incident to management so it can be reviewed and acted upon according to policy. This protects the guest, enables a proper safety investigation, and ensures the company handles the situation consistently and legally. You should also assist the guest in line with policy—such as providing refunds or replacements as allowed—while the incident is logged and handled through the proper channels. Admitting liability on the spot, ignoring the claim, or trying to appease with freebies do not address safety, reporting requirements, or legal considerations.