How should FOH staff respond if they do not know the answer to a customer query?

When FOH staff encounter a customer query that they do not have the answer to, the ideal response is to politely inform the customer that they will find the answer or direct them to a manager. This approach is effective because it demonstrates professionalism and a commitment to customer service. By acknowledging the limitation of their knowledge, the staff member avoids providing incorrect information, which could lead to confusion or dissatisfaction.

Furthermore, offering to find the answer or direct the customer to a manager ensures that the customer feels valued and taken care of. It shows that the staff member is willing to go the extra mile to meet the customer's needs and enhance their experience. This positive engagement can build trust and reinforce the customer's relationship with the establishment.

On the other hand, ignoring the question does not address the customer's query and can leave them feeling neglected. Guessing the answer can lead to misinformation and may harm the customer's trust in the staff's knowledge. Redirecting the customer to the menu may not effectively address their specific question, especially if it requires further clarification or detail beyond the menu itself. Thus, the most effective response is to communicate openly and seek to provide accurate information.