Staff Action Guide
Immediate Response (First 15 Minutes)
Step | Action Required | Responsible Person | Details / Notes |
1 | Confirm Out of Stock Item | Kitchen Manager / Chef | Physically verify the item or ingredient is unavailable before making any changes. Do not rely on verbal reports alone. |
2 | Estimate Duration | Kitchen Manager | Determine whether the shortage is temporary (1–2 hours), for the full shift, or long-term (days/weeks). Document the reason. |
3 | Inform Management | Chef / Supervisor | Notify restaurant management immediately — in person or via the team communication app (e.g., WhatsApp, Slack, 7shifts). |
4 | Inform Front of House Staff | Manager / Supervisor | Brief all servers, hosts, bartenders, and cashiers before service continues. Use a quick team huddle or group message. |
5 | Suggest Alternatives | Chef / Manager | Provide 1–2 approved substitute dishes or drinks with similar price points that staff can confidently recommend to guests. |
Systems & Menu Updates (Within 30 Minutes)
Step | Action Required | Responsible Person | Details / Notes |
6 | Update POS System | Manager / Cashier | Mark the item as unavailable or 86 it in the POS system immediately to prevent incorrect orders from being placed. |
7 | Update Third-Party Delivery Apps | Manager / Admin | Remove or deactivate the item on all active platforms: Uber Eats, DoorDash, Mr D, Deliveroo, Bolt Food, Glovo, Talabat, etc. |
8 | Update Website & Online Ordering | Admin / Marketing | Remove or mark the item as unavailable on the restaurant website and in any integrated online ordering system (e.g., OrderIn, Yumbi, Toast). |
9 | Update QR Menus / Digital Menus | Manager / Admin | Update all digital menus (e.g., QR code menus via Menulog, Square, or custom platforms) to reflect current availability. |
10 | Update Specials Boards | Manager / Host | Remove the unavailable item from all chalkboards, posters, table tents, A-frames, and window displays. |
11 | Update Google Business Profile | Admin / Marketing | If the item is featured in your Google listing, photos, or posts, update or remove that content immediately. |
Guest & Reservation Communication
Step | Action Required | Responsible Person | Details / Notes |
12 | Notify Reservations / Events | Manager | Contact large bookings or event guests directly (call or message) if the unavailable item affects pre-orders, set menus, or specials. |
13 | Monitor Guest Communication on the Floor | Floor Manager | Ensure servers proactively inform guests of shortages before taking orders — never let guests discover it after ordering. |
14 | Handle Delivery Order Cancellations | Manager / Admin | For orders already placed online, contact the customer directly via the platform to apologise, offer an alternative, or arrange a full refund promptly. |
Supplier & Kitchen Actions
Step | Action Required | Responsible Person | Details / Notes |
15 | Place Urgent Ingredient Order | Kitchen Manager / Purchasing | Immediately contact your primary supplier and place an urgent replenishment order. Note the expected delivery time. |
16 | Check Alternative Suppliers | Purchasing / Manager | If the regular supplier cannot assist quickly, contact backup suppliers, local wholesalers, or cash-and-carry stores. |
17 | Adjust Prep Lists & Kitchen Schedule | Kitchen Manager | Remove the affected item from prep schedules, cook lists, and staff task allocations to avoid wasted labour and ingredients. |
Marketing & Brand Actions
Step | Action Required | Responsible Person | Details / Notes |
18 | Inform Social Media / Marketing Team | Marketing / Manager | If the item is currently promoted in ads, reels, stories, or scheduled posts — pause, update, or remove that content immediately. |
19 | Pause Paid Advertising for the Item | Marketing / Admin | Temporarily suspend any paid ads (Meta, Google, TikTok) promoting the unavailable item to avoid misleading customers and wasted spend. |
Tracking & Recovery
Step | Action Required | Responsible Person | Details / Notes |
20 | Track Lost Sales | Manager | Record the estimated number of missed orders and sales impact for inventory reporting, forecasting, and supplier negotiation. |
21 | Review Inventory Controls | Manager / Kitchen Manager | Investigate the root cause of the shortage (see Common Causes below) and document findings. |
22 | Re-activate Item Once Available | Manager / Cashier | Only restore the item on the POS system, delivery apps, and all menus after physically confirming new stock is on-site and kitchen-ready. |
23 | Conduct Team Follow-Up | Management | Hold a brief debrief with relevant staff. Discuss lessons learned and implement improvements to prevent recurrence. |
Suggested Server Scripts
Situation | Recommended Response |
Informing a guest before ordering | "Just to let you know, unfortunately, we're currently out of the [Item Name] today. I'd highly recommend the [Alternative] — it's very popular and similar in style." |
The guest orders the unavailable item. | "I sincerely apologise — that item has just sold out for today. May I suggest the [Alternative] instead? It's a great choice." |
Delivery order unavailable (platform message) | "We sincerely apologise, but the [Item Name] is currently unavailable. We'd love to suggest [Alternative] as a replacement, or we can arrange a full refund for that item. We're sorry for the inconvenience." |
The guest is visibly frustrated. | "I completely understand your disappointment, and I'm truly sorry. Let me speak with our chef to see what we can do for you personally." |
The item is part of a set menu or booking. | "I wanted to let you know in advance that [Item] won't be available during your visit. Our chef has suggested [Alternative] as a replacement — would that work for your group?" |
Common Causes to Investigate
Area | Possible Cause | Preventive Action |
Inventory Control | Incorrect stock counts | Implement daily stock counts for high-demand items |
Purchasing | Supplier delivery delays | Maintain backup supplier contact list |
Kitchen Operations | Over-portioning or food wastage | Review portion guides and train kitchen staff |
Forecasting | Unexpected or seasonal sales volume | Analyse sales data weekly; adjust par levels |
Communication | Failure to notify staff early | Set up a team group chat for real-time alerts |
Menu Planning | Limited backup ingredients | Design a menu with shared/versatile ingredients |
Storage | Spoilage or incorrect storage | Train staff on FIFO (First In, First Out) and storage temps |
Admin Error | Item not removed from digital menus | Assign a dedicated person to manage all digital platforms |
Quick Reference Checklist (Print & Post in Kitchen)
[ ] Item confirmed out of stock — physically verified
[ ] Duration estimated and documented
[ ] Management notified
[ ] All front of house staff briefed
[ ] Alternatives identified and communicated to staff
[ ] POS system updated
[ ] All delivery apps updated (Uber Eats, DoorDash, Mr D, Bolt Food, etc.)
[ ] Website and online ordering updated
[ ] QR / digital menus updated
[ ] Google Business Profile checked
[ ] Specials boards and displays updated
[ ] Reservations/events notified if affected
[ ] Supplier contacted for replenishment
[ ] Backup supplier contacted if needed
[ ] Prep lists and kitchen schedule adjusted
[ ] Social media / paid ads paused or updated
[ ] Lost sales recorded
[ ] Item re-activated only after stock is confirmed
[ ] Team debrief completed