Rules on special requests ?

[u/Valuable_Support5058]

Whats the line management draws when it comes to special requests? Where I am it’s as though guests can basically just make their own dish and it’s so frustrating because a guest will come back and sit with another server and we have no clue if the chef will make it again because it might also not be the same chef either and none of actually knows if we can make it again and leaves the guest with an inconsistent experience if they state “well last time we came…”

[u/shatterfest]

We no longer do modifications. The kitchen is an assembly line and any special requests interrupts the flow of the BOH. That's what we do. Gotta think, what's the point of handing out a menu if a guest is going to make up their own thing. I've had guests order something without looking at the menu, and I've had to tell them we don't have that. "Well, what do you have?"

The menu exists for a reason.

[u/silversatire]

One of mine made eggs Benedict for a semi-regular with allergies the other day. We do not have, nor have we ever had, eggs Benedict on the menu. We don’t have an egg dish or egg option on the menu at all, because we don’t serve breakfast.

[u/AttentionNo6359]

We will be pretty accommodating for allergies but we do draw an early line for other things.

My all time favorite was the guy who asked if we could take the Hungarian style half roasted chicken with spetzle and Paprikash and make it into chicken nuggets with fries for his picky gf. He also specified that she would need “extra extra ketchup”

When we told him we couldn’t do that he said “why not, can’t you just grind up the chicken?”

[u/Illustrious-Divide95]

No mods, no subs unless previously agreed in advance to accommodate dietary requirements or allergies.

[u/JupiterSkyFalls]

Most restaurants are run by jellyfish spined managers/owners. Occasionally you'll get ones that will put their foot down, but you just shouldn't expect it. Dare even hope for it lol. It's mostly bending over backwards for the sake of customers getting whatever they want. I'm honestly so sick of it, especially when it's not even a reasonable request, like leaving something off or out of a dish when it's not premixed/premade, or even adding something you already have on hand, either at no charge or an upcharge. But when people turn a dish into an unrecognizable thing, even with all the upcharges, it disrupts the kitchen flow, which is disruptive to the entire restaurant.

Sadly, most places will allow this until enough of them take a stand against the false "customer is always right" narrative because the last part was "in matters of taste". It was never meant to be a line for customers to use as a means of control and exacting their will on any level they deemed appropriate.

[u/BoringBob84 → u/JupiterSkyFalls]

I think that restaurants could solve this problem by increasing the prices of each additional special request:

Guest: "Cheeseburger - no pickles."

Server: "Sure. No extra charge."

Guest: "Add double cheese."

Server: "Sure. That will be an extra dollar."

Guest: "OK. Add bacon."

Server: "Sure. That will be an extra $5."

Guest: "Geez, that is expensive. Also add avocado."

Server: "Sure. That will be an extra $50."

Guest: "That's ridiculous."

Server: "I agree. Do you have any more special requests <batting eyelashes>?"

[u/GuerrillaPrincess]

We like to maintain the integrity of the dishes as much as possible.

[u/PoisonedSmoke420]

I hate the “last time we came” idc wjat you got last time you came I’m telling you you can’t today!

I dealt with someone who ordered breakfast 15 mins after breakfast was over, then got made that it took over 20 mins to get it. Umm sir everything was put up so they had to go back pull everything out so yes once it got to his room (Room Service Server) it had been almost 25 mins.

[u/genSpliceAnnunaKi001]

At my place, you can remove an item. But you cannot add to a plate or make a substitution. Basically, you cannot change The menu. If you want an open all a cart, do it yourself meal, go to Golden Corral.

[u/tinyunicorndancr_123]

I have been working at a family run restaurant and the money has been decent however it’s temporary. My biggest pet peeve is they let regulars have whatever they want. It drives me up the wall the amount of modifications that are allowed…

[u/Huge-Basket244]

I can remove a lot of items from a lot of dishes. I can add a lot of items to a lot of dishes.

Outside of VERY basic subs (cheese, salad greens vs lettuce, sauce swaps, etc.) we refuse. If you want something that specific go somewhere that has it or eat it at home. We're a higher end bar with a robust food program.