If a guest requests change, what is the proper protocol?

The correct course of action when a guest requests change is to get your manager because typically, team members are not authorized to make change for guests. This protocol ensures that the process is handled appropriately according to the company's policies and procedures.

In many foodservice environments, including establishments like Chick-fil-A, there are specific guidelines for cash handling and change distribution to protect both the employees and the restaurant’s finances. By involving a manager, you ensure that the request is processed in line with company policies, which may include verifying the reason for the change, ensuring the proper cash handling procedures are followed, and maintaining accuracy in the cash register.

This approach also provides an opportunity for the manager to handle the situation, which can be important for customer relations and maintaining a positive guest experience. A manager may have the authority and discretion to assess the situation and respond accordingly.