What should a server do if they don’t know the answer to a guest’s question?

The recommended approach for a server when faced with a question they can't answer is to admit they don’t know and offer to find out. This demonstrates professionalism and a commitment to providing excellent customer service. By admitting uncertainty, the server is being honest, which helps build trust with the guest. When the server offers to find out the answer, it also shows initiative and a willingness to assist, which enhances the overall dining experience for the guest.

Using an educated guess can lead to misinformation, which can frustrate the guest if the guess is incorrect. Referring the guest to another server may not be ideal if the first server is willing to seek out the information, as it might create confusion or make the guest feel like they are being passed around. Similarly, redirecting the question to a manager can be unnecessary if the server can directly show they are proactive in addressing the guest's needs. In essence, being forthcoming about not knowing an answer but taking steps to resolve it is key to effective communication and customer service.