When addressing an upset guest, which approach best resolves the issue while following policy?

• A. Listen, apologize, take ownership, and offer a solution within policy.
• B. Argue the policy and deny the issue.
• C. Steps: Listen, acknowledge, apologize, propose a policy-compliant solution, and involve a supervisor if needed.
• D. Dismiss the guest and return to tasks.

Answer: (C)

Handling an upset guest well starts with listening closely to what they’re saying and then moving toward a solution that fits what the policy allows. This approach shows you care about their experience and are taking responsible steps to fix it. By actively listening, you understand the issue; by acknowledging their feelings, you validate their experience; by apologizing sincerely, you express empathy for the inconvenience they’ve faced. From there, proposing a solution that is within policy keeps things fair and consistent for every guest, and bringing in a supervisor if needed ensures you have the authority to resolve more complex or borderline cases.

This sequence is better than simply arguing about the policy, which can heighten tension and come across as defensive, or dismissing the guest and returning to tasks, which leaves the problem unresolved and damages trust. The combination of listening, acknowledging, apologizing, offering a policy-aligned remedy, and escalating when appropriate balances empathy with policy compliance, leading to a smoother resolution for both the guest and the team.