How would you handle a guest that isn't involved in an event asking a question, while you were walking with a large group attending the event?

• A. If it was a simple question, I would answer it to the best of my ability. If it required a more complex answer, I would direct them to a cast member who could answer their question best
• B. I would ignore the guest until after the event
• C. I would tell the guest to find a cast member later
• D. I would stop the group to answer the question

Answer: (A)

Balancing quick, friendly guest service with keeping a large group moving is essential. If a guest asks a simple question while you’re leading the group, respond briefly and accurately to help them right away. If the question is more complex and would require specific information, direct them to the cast member who can provide the best answer. This approach keeps the group on schedule and focused while still making the guest feel attended to.

Choosing not to engage or to stop the group to answer would slow the event and disrupt the flow, and telling the guest to find a cast member later misses an opportunity to provide good service in the moment. Ignoring the guest or delaying assistance can leave them unsatisfied, which isn’t the goal of in-the-moment guest care.