Describe a time you helped a guest with a communication barrier.

• A. Served two deaf guests by taking their order in American Sign Language.
• B. Spoke loudly to get their attention.
• C. Assumed they understood and did not adjust.
• D. Left them to fend for themselves.

Answer: (A)

Handling a guest with a communication barrier means actively adapting your approach so the guest feels understood and welcome. The best answer shows using a method that directly fits the guest’s needs, in this case taking the order in American Sign Language for deaf guests. This demonstrates recognizing the barrier and meeting it with an appropriate, respectful solution, which is a strong example of inclusive and proactive service.

Using a loud voice to get attention can be disruptive and may not help the guest understand what’s being communicated; it also risks making the moment uncomfortable or embarrassing. Assuming understanding without adjustment ignores the guest’s actual needs and can lead to miscommunication or frustration. Leaving guests to fend for themselves is not acceptable in hospitality and fails to provide any support or care.