Which statement best describes substitution/modification policy for guest requests?

• A. Listen, confirm if allowed, communicate any limitations, and offer approved alternatives or escalate to a supervisor if needed.
• B. Decline all substitutions and remind guests to order as listed.
• C. Agree to any modification without checking policy.
• D. Ask the guest to call back later and do nothing now.

Answer: (C)

Handling guest requests the right way means sticking to the approved substitution/modification policy while keeping the guest informed. The best approach is to listen to what the guest wants, confirm what changes are allowed under policy, and clearly communicate any limitations. If the substitution is permitted, proceed with an approved option and note any implications, such as price differences or timing. If the request isn’t allowed, offer approved alternatives or escalate to a supervisor for a decision. This approach keeps service consistent, prevents policy violations, and shows the guest that you’re trying to help within the rules, which often leads to a smoother, more satisfactory experience.

Other approaches fall short because they either ignore policy, agree to changes without checking, or stall the interaction, all of which can create confusion, charge errors, or dissatisfaction.