When a dish is unavailable, what is the recommended response?

• A. Apologize, propose alternatives, and offer to place a note for the next opportunity or suggest a similar item.
• B. Ignore the issue.
• C. Blame the kitchen and offer nothing.
• D. Cancel the guest's order.

Answer: (A)

When a dish is unavailable, respond with empathy and practical options. Start with a sincere apology, offer appealing alternatives from the menu, and offer to note their preference for the next visit or suggest a similar item they might enjoy. This shows you care about their experience, gives them choices, and provides a clear path forward, which helps preserve satisfaction and keep the interaction positive. Ignoring the issue, blaming the kitchen, or canceling the order can leave the guest frustrated and damage trust.