What should you do if a dish is out of stock mid-service?

• A. Ignore the guest and wait for the kitchen to fix it.
• B. Apologize, suggest alternatives, and update the guest promptly.
• C. Blame the guest for the stock issue.
• D. Cancel the order and offer a complimentary dessert.

Answer: (B)

When a dish is out of stock mid-service, the priority is protecting the guest’s experience through clear communication and practical options. The best approach is to apologize, offer solid alternatives, and keep the guest updated about timing and choices. Start with a brief, sincere apology for the inconvenience and acknowledge that the dish isn’t available. Then present viable substitutes that fit the guest’s preferences or dietary needs—perhaps another menu item with a similar flavor profile or a chef’s recommendation—and offer to customize if possible. Check with the kitchen for availability and give a clear ETA for when a substitution can be ready, or suggest a complementary option that works well with the guest’s plans. Throughout, keep the tone courteous and proactive, and avoid blaming anyone; the aim is to solve the problem and maintain trust. This approach shows attentiveness and respect for the guest’s dining experience, turning a potential setback into a smooth moment of service.

Choosing to ignore the guest or blame them undermines trust and leaves the guest feeling neglected. Canceling the dish and offering dessert as a fix can feel like a Band-Aid rather than a real solution and may not address what the guest wants in the moment.