What is the recommended response when a guest asks questions while you work?

• A. Ignore the guest and continue.
• B. Provide a generic answer without looking.
• C. Yell for a supervisor immediately.
• D. Pause work, make eye contact, and make them feel heard before returning to your task.

Answer: (D)

Being present and responsive to guests while you work is essential in Disney guest service. When a guest asks a question, pausing your task, facing the guest, and making eye contact shows you’re listening and value their needs. Acknowledge them with a brief verbal cue and address their question, then smoothly return to your task. This approach keeps service moving, makes guests feel heard, and avoids turning a quick interaction into a bigger delay.

Ignore the guest, or answer without looking, or escalate to a supervisor right away—these options break the connection and can leave the guest unsure or frustrated. Pausing to engage thoughtfully demonstrates respect and professionalism, which is exactly what creates a positive guest experience.