British Columbia Serving It Right Practice Test

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What should staff do if a guest refuses to leave after being asked?

Insist the guest leave immediately
Allow the guest to stay for a longer time
Remain calm and call for assistance if necessary
Engage with other patrons to distract

The correct answer is: Remain calm and call for assistance if necessary

In situations where a guest refuses to leave after being asked, it is essential for staff to remain calm and measured in their response. Calling for assistance if necessary is a key part of this approach. Handling the situation calmly helps to de-escalate potential tension and ensures the safety of both the staff and other patrons. Maintaining a calm demeanor also allows staff to assess the situation better, determine if additional help is needed, and manage the guest in a professional manner. It’s important to have protocols in place, which may include involving security or management to handle the situation safely and effectively. This approach prioritizes the well-being of everyone involved and upholds the establishment's policies. Engaging with other patrons as a distraction or insisting that the guest leaves immediately may not address the underlying issue, and allowing the guest to stay longer could lead to further complications or disturbances.