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Focaccia’s Riccardo Ionna.

Lupton adds that although he is happy to accommodate guests, if people come to the outlet for the true ‘Gary Rhodes' experience, its all about the menu.

"More often than not, our customers are able to find something on the extensive menu that will suit their requirements," he says.

Advantages of adaptablity

As The Meat Co's Soundranayagam explains, accommodating your diners will help drive business.

"The customers will always come back if you are willing to accommodate their requests and they will tell all their friends how well they were looked after and how easy it was for them to order," he explains.

Vue by Shannon Bennett's Lewis adds: "When chefs can accommodate to a difficult request and respond to a guest's needs, it can often mean a great return of business as the guest will come back to the restaurant because the chef went out of their way to create something special for them. It is also a great way to get the creative juices flowing, as great dishes are often a result of a difficult situation."

Hyatt Regency's Ionna points out that it's not just about business benefits, but also guest satisfaction. "It's simple: you make the guests happy when accommodating a simple request and the results will be positive, not only for the hotel but also in terms of customer loyalty," he notes.

Desert Palm's Boyce agrees that demonstrating such goodwill will provide "better profiling for the company and a satisfied guest", and suggests that chefs reluctant to be so accommodating look at their own personal experiences.

"Sometimes I even go to a restaurant and find I want something off the menu or a mixture of certain dishes, so I appreciate those restaurants that are flexible and can accommodate the request without any issues," he says.

"Of course if the venue is very busy then I understand the restraints involved - although if they can provide it, it is greatly appreciated."

As Rhodes Mezzanine's Lupton explains, taking such steps proves to diners "that we care about what we do and about our guests".

"By going the extra mile for the customer you help to create a sense of loyalty that will hopefully continue for years to come," he notes.

The downside of demands

Despite this widespread willingness to adapt, no chef will tell you that dealing with customer whims is all plain sailing.

"An off-menu request usually takes longer to produce and can interrupt a busy night," points out Desert Palm's Boyce. "In addition to that, it also doesn't highlight the good food that is already on offer on the menu."

There can also be the basic problem of not having suitable ingredients available, says Vue by Shannon Bennett's Lewis.

"Our menu is structured and inspired by the local availability of produce," he explains. "When an individual item request is made for the guest and they enjoy it, they return a week or even a month later and the dish can't be recreated due to ever-changing produce, so the guest might feel somewhat let down."

Rhodes Mezzanine's Lupton adds that chefs must find a balance between catering to people's needs and keeping the quality of their dishes to a high standard.

"For example, if every guest came in requesting fries we would dilute the image we have built up as one of the leading fine-dining restaurants in Dubai," he points out.

But according to Hyatt Regency's Ionna, such trials are simply part and parcel of a chef's role.

"There are times when requests come in non-stop and you already have loads of guests in the restaurant, so it's just hectic," he says. "But at the end of the day, being accommodating is better for the restaurant and the business, and it is within our capabilities to make sure this works."

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