Which of the following is a recommended way for an operator/attendant to address a guest's needs?

• A. Be attentive to what the guest is saying.
• B. When a guest approaches, politely ask her to wait and call your Lead or Supervisor.
• C. Explain to the guest that policy is policy. If they followed the rules, they would have nothing to complain about right now.
• D. Summarize the guest's concern so that the guest knows that the operators/attendants understand the guest's need and has a plan to address it.

Answer: (A)

Active listening is the foundation of addressing a guest's needs. When you truly listen, you understand exactly what the guest is saying, notice any underlying concerns, and show respect. Being attentive means giving your full attention, not interrupting, and reflecting back what you heard to confirm you understood. This approach helps you respond appropriately and quickly, reducing frustration and building trust with the guest.

The other options undermine the goal in different ways: asking the guest to wait and involving a supervisor can feel dismissive and slow, leaving the guest uncertain about resolution. Telling the guest that policy is policy and that they should have followed the rules shifts responsibility and can escalate tension. While later summarizing the guest’s concern and outlining a plan is helpful, it depends on first understanding accurately, which comes from attentive listening.