How should you handle a side substitution request to lower calories (for example, fries to vegetables)?

• A. Refuse substitutions and keep fries by default.
• B. Confirm substitution is allowed, perform the swap, and note any upcharge or policy in the system.
• C. Tell the guest to reorder a different dish and not substitute.
• D. Apply no changes but inform the guest later.

Answer: (B)

The idea is to provide flexible service by accommodating reasonable customization when it fits policy. When a guest asks to lower calories by swapping a side, the best approach is to first confirm that substitutions are allowed for that item. If they are, make the swap in the ordering system so the kitchen gets the correct ticket, and note any upcharge or policy so the price and rules are clear. This keeps the kitchen and guest on the same page, prevents miscommunication, and shows you’re listening to the guest’s needs.

If substitutions aren’t allowed by policy, explain politely and offer a suitable alternative that meets the guest’s goal, such as selecting a different dish with a lower-calorie side from the start. Always be mindful of dietary restrictions or allergies and share any nutrition details available to help the guest decide.