The Correct Answer and Explanation is:
Correct Answer:
It’s the dinner rush, and a table orders Shirley Temples for their children. When you bring the order to the bartender, she rolls her eyes and says to tell the guests you’re “all out,” since several ingredients she needs are in the pantry and she’s busy mixing other drinks.
Explanation:
This scenario presents a classic ethical and professional dilemma common in the hospitality industry. The core conflict is between the bartender’s desire for personal convenience and the server’s responsibility to provide excellent customer service. The bartender’s instruction to lie to the guests is unprofessional and shortsighted. While she may feel overwhelmed during the dinner rush, her proposed solution prioritizes her ease over the guest experience, the restaurant’s reputation, and the server’s integrity.
For the server, following this directive is the path of least resistance with a coworker but carries significant risks. Lying to customers, even about something as minor as a drink, erodes trust. The family might question why a simple nonalcoholic drink is unavailable, or they might overhear other orders and realize they were deceived. This can lead to a negative review, a complaint to management, and a loss of future business. It creates a poor experience for the family, particularly the disappointed children.
A professional server should seek a better solution. The first and best approach would be to employ teamwork. The server could offer to help the bartender by saying, “I understand you are swamped. If I grab the ingredients from the pantry for you, would that help?” This approach solves the immediate problem, supports a coworker, and ensures the customers get their order. It turns a potential conflict into a moment of collaboration.
If the bartender remains uncooperative, the server could politely explain the situation to the guests, managing their expectations with honesty. For example, “Our bar is very busy at the moment, so there might be a slight delay on the Shirley Temples, but we are definitely happy to make them for you.” This maintains honesty and values the customer’s choice. Escalating the issue to a manager would be a final resort, but it is a valid one if a coworker’s refusal to do their job is actively harming the customer experience.
