British Columbia Serving It Right Practice Test

When discontinuing service to a guest, what is an important step to take?

1. Informing the guest loudly

2. Discussing the situation with other patrons

3. Being discreet, respectful, and firm

4. Waiting until the guest causes trouble

The correct answer is: Being discreet, respectful, and firm

When discontinuing service to a guest, it is crucial to approach the situation with discretion, respect, and firmness. This ensures that the guest's dignity is maintained while clearly communicating the decision. Being discreet minimizes the risk of escalating the situation or drawing unnecessary attention from other guests, which could lead to embarrassment or confrontation. Handling the matter with respect helps to diffuse potential tensions. Even though the service is being discontinued, addressing the guest in a polite manner can encourage a better response and may prevent any negative fallout. The firmness in communication is equally important, as it sets clear boundaries and conveys the seriousness of the decision without being confrontational. Taking this approach not only protects the guest's self-esteem but also upholds the establishment's reputation and ensures a safe environment for all patrons. In contrast, loud or public discussions about the situation risk humiliating the guest and could create a hostile atmosphere. Waiting for trouble to occur before acting is also ineffective, as it could escalate the situation to a dangerous level.