If you are unsure about a policy when assisting a guest, what should you do?

• A. Delay the guest
• B. Ask a supervisor or trusted colleague for guidance
• C. Make up an answer
• D. Ignore the question

Answer: (B)

When you’re unsure about a policy, you should ask a supervisor or a trusted colleague for guidance. This ensures you give accurate, policy-aligned information and protects the guest from misinformation. It also shows you’re using the proper channels and supports consistent service. After getting the guidance, share the exact policy with the guest and follow up if needed. Delaying a guest without an answer, making up information, or ignoring the question would risk incorrect guidance and a poor guest experience.