What should you do when a member stares at the menu with a confused look?

What should you do when a member stares at the menu with a confused look?

• A. Ignore them and continue taking other orders
• B. Check in with the member, introduce yourself, and ask their name - once you've been introduced, let them know you can help them with their order.
• C. Tell them to pick anything and assume their preference
• D. Remind them about the specials only

Answer: (B)

When a guest looks confused by the menu, the best move is to step in with friendly, proactive service. Approach them, greet them, and introduce yourself. Asking for their name after the introduction builds a quick personal connection and makes the interaction more human. Once you’ve introduced yourself, let them know you’re there to help with their order. This shows you’re attentive and ready to assist, which can reduce their confusion and make ordering smoother. From there, you can guide them with questions about what they’re in the mood for, any dietary restrictions, or budget, and offer a couple of thoughtful suggestions if appropriate. Giving them control and information helps them feel comfortable choosing, rather than overwhelmed. Ignoring the guest, telling them to just pick anything, or focusing only on specials misses the moment and can lead to a hassle-filled experience for everyone.

When a guest looks confused by the menu, the best move is to step in with friendly, proactive service. Approach them, greet them, and introduce yourself. Asking for their name after the introduction builds a quick personal connection and makes the interaction more human. Once you’ve introduced yourself, let them know you’re there to help with their order. This shows you’re attentive and ready to assist, which can reduce their confusion and make ordering smoother.

From there, you can guide them with questions about what they’re in the mood for, any dietary restrictions, or budget, and offer a couple of thoughtful suggestions if appropriate. Giving them control and information helps them feel comfortable choosing, rather than overwhelmed.

Ignoring the guest, telling them to just pick anything, or focusing only on specials misses the moment and can lead to a hassle-filled experience for everyone.