How would you handle a situation where the phone is ringing, a guest is checking in, and another guest asks for the fastest route to Magic Kingdom?

• A. Gently acknowledge the fastest route request, direct them, and delegate the check-in while managing the call.
• B. Ignore the rushing guest and finish the check-in.
• C. Tell the guest you cannot help and hang up.
• D. Prioritize the fastest route request, answer the phone, and complete the check-in.

Answer: (D)

In this situation you’re shown how to balance multiple guest needs without letting anyone feel ignored. The fastest route request should be handled first because it’s a quick, concrete answer that helps the guest move forward right away. Giving directions promptly provides immediate value and sets a positive tone for the interaction.

While you’re giving those directions, you can acknowledge the ringing phone and take a moment to answer it, ensuring the caller isn’t left hanging and the lobby experience remains smooth. After addressing the route and the call, you can complete the check-in for the guest at the desk. This order demonstrates proactive service, keeps wait times down, and shows care for every guest situation you’re handling.