If a substitution request is not on the standard menu, what is the recommended approach?

• A. Deny the request without explanation.
• B. Immediately substitute any item.
• C. Explain policy, offer approved alternatives, and involve a supervisor if needed.
• D. Tell the guest to choose something else.

Answer: (C)

When a substitution request isn’t on the standard menu, the best approach is to explain the policy, offer approved alternatives, and involve a supervisor if needed. This keeps substitutions consistent with what the kitchen can safely and reliably prepare while showing you’re trying to accommodate the guest. It helps manage expectations by clearly stating what can be changed and how, and it protects both the guest and the restaurant from misunderstandings or mistakes. If the guest’s request falls outside approved options, bringing in a supervisor gives a chance to approve an exception when appropriate and ensures anyone handling the request is aligned with policy.

Denying with no explanation can leave the guest frustrated and confused. Substituting anything without checking policy can create safety or quality issues and inconsistencies. Simply telling the guest to choose something else misses an opportunity to help and may fail to follow documented guidelines.