A guest orders his burger medium. When it arrives, he tells you it looks undercooked. When you look at the burger, you think it looks cooked correctly.
What would you do?
Tell the guest you’ll ask the chef to put the burger back on the grill for a few minutes
Apologize for the mistake and have the chef remake the burger to the desired temperature
Tell the guest you’ll bring the burger to the chef to check the temperature
Politely explain that the burger is cooked correctly and the guest should ask for it to be cooked to medium well in the future
Ask the chef to come check the burger and fix it
The correct answer and explanation is:
The correct answer is: Ask the chef to come check the burger and fix it.
When a guest expresses concern about the cooking of their food, it is important to take the matter seriously and handle it with care. While you may think the burger looks cooked correctly, the guest has expressed dissatisfaction, and it’s essential to address their concerns. Asking the chef to check the burger provides a solution that prioritizes both the guest’s satisfaction and food safety.
In situations like this, having the chef involved is beneficial for several reasons. First, the chef is trained to determine the exact cooking temperature of the burger. If the burger is undercooked, they can immediately fix the issue. If it is indeed cooked correctly, the chef can help explain that to the guest in a professional manner, ensuring the guest understands that the burger meets the standard.
Simply apologizing and remaking the burger may not address the core concern. While it’s good to be responsive, offering to have the chef check the burger involves the chef directly in ensuring the food quality is correct. This also allows the guest to feel like their concerns are being taken seriously and that steps are being taken to resolve the issue.
Explaining that the burger is cooked correctly without offering to check it with the chef may come off as dismissive. The goal is to ensure that the guest feels heard, and their dining experience is not compromised. By involving the chef, you show attentiveness, professionalism, and a commitment to customer satisfaction.