What is the proper response to a guest when their order is delayed?

• A. Apologize, provide an updated ETA, and offer a courtesy item if appropriate.
• B. Blame the kitchen and refuse to provide an ETA.
• C. Ignore the guest until they complain again.
• D. Remove the item from the bill.

Answer: (A)

The key idea here is handling a delay with proactive service: show empathy, share a clear timeline, and offer a goodwill gesture when appropriate. Start by apologizing to acknowledge the guest’s wait, which validates their experience. Then provide a new estimated time of arrival so they’re informed and can plan accordingly, reducing frustration from uncertainty. Finally, offer a courtesy item if appropriate to demonstrate extra care for the inconvenience and to help maintain a positive dining experience. This combination shows accountability and takes steps to recover the service level.

Blaming the kitchen, refusing to give an ETA, ignoring the guest, or removing the item from the bill don’t address the guest’s immediate needs and can undermine trust and satisfaction.