Which practice should be avoided when addressing guest issues?

Which practice should be avoided when addressing guest issues?

• A. Know when to call supervision.
• B. Listen - really hear what the guest is saying.
• C. Make polite physical contact with the guest as a show of empathy.
• D. Repeat back the issue to confirm the guest's concern.

Answer: (C)

Professional boundaries and respectful communication are crucial when addressing guest issues. Making polite physical contact with a guest is not appropriate because it can be misread, invade personal space, or violate safety policies, even with good intentions. The best approach is to stay non-contact and use verbal empathy and clear communication. Listen attentively to understand the concern, repeat back what you heard to confirm accuracy, and know when to involve supervision if the situation requires additional authority or policy guidance. This combination shows care and professionalism without risking discomfort or misunderstandings.

Professional boundaries and respectful communication are crucial when addressing guest issues. Making polite physical contact with a guest is not appropriate because it can be misread, invade personal space, or violate safety policies, even with good intentions. The best approach is to stay non-contact and use verbal empathy and clear communication. Listen attentively to understand the concern, repeat back what you heard to confirm accuracy, and know when to involve supervision if the situation requires additional authority or policy guidance. This combination shows care and professionalism without risking discomfort or misunderstandings.