If a guest asks about the status of a delayed order, what should you provide?

• A. Apologize and provide an updated ETA.
• B. Blame the kitchen and refuse.
• C. Ignore.
• D. Offer a free dessert regardless.

Answer: (A)

When a guest asks about a delayed order, the best move is to acknowledge the delay, apologize, and provide a clear, updated ETA. This shows you’re taking responsibility and actively managing the situation. An apology demonstrates empathy for their time, while a precise new ETA gives them a concrete expectation instead of leaving them guessing. If possible, offer to check back with them or provide steady updates, so they feel informed and respected.

Blaming the kitchen or refusing shifts responsibility creates tension and erodes trust. Ignoring the guest leaves them uncertain and frustrated. Offering a free dessert doesn’t address the actual delay or set a realistic timeline, so it doesn’t effectively resolve the situation.