How should you handle a request to remove a topping such as onions?

• A. Refuse the substitution and cancel the item.
• B. Confirm the substitution and modify the order in the POS.
• C. Remove the topping in the kitchen without updating the order.
• D. Tell the guest to reorder.

Answer: (B)

Handling a guest’s request to remove a topping is about accurate order entry and clear communication with the kitchen. When a guest asks to remove onions, confirm the change (no onions) and update the order in the POS so the kitchen receives the correct ticket and the guest is charged appropriately. This ensures the dish is prepared as requested and helps prevent mix-ups or cross-contact concerns. Taking the topping off in the kitchen without updating the order creates mismatches between what’s cooked and what’s billed, and telling the guest to reorder or refusing the substitution hurts the guest experience. So, confirming the substitution and updating the order in the POS is the best approach.