How should you handle a mischarged bill?

• A. Argue with the guest to insist the charge stands.
• B. Ignore the issue and hope it goes away.
• C. Tell the guest to contact corporate.
• D. Stay calm, explain the issue, and adjust the bill with a supervisor.

Answer: (D)

When a bill is mischarged, the priority is to resolve it calmly and promptly while following the proper process. Start by staying composed and apologizing for the mistake. Listen to the guest’s concern, pull up the itemized receipt and the POS entry, and verify what happened before making any changes. Then explain clearly what went wrong and what you will do to fix it. Because adjustments often require authorization, involve a supervisor and complete the correction in the system, then provide the guest with a revised total and receipt. Thank the guest for letting you know and confirm they’re satisfied with the updated bill. This approach protects the guest’s trust, keeps you aligned with the restaurant’s procedures, and ensures the correct charge is recorded. Avoid arguing with the guest, ignoring the issue, or directing them elsewhere, as those responses undermine service and accountability.