Final answer:
The server should maintain a positive attitude and resolve the guest's issue quickly, using active listening, open-ended questions, and avoiding blame to solve the problem effectively. The correct option is d.
Step-by-step explanation:
If a difficult situation arises with a guest, the server should maintain a positive attitude and resolve the situation as quickly as possible. It's crucial to handle the issue professionally by choosing your words carefully to avoid exacerbating the situation.
Stay calm and listen to the guest, showing understanding of their concerns. Avoid implying that you are correct and the guest is wrong, as it's important to remain open and respectful. By asking open-ended questions, the server can understand the guest's position better and help in resolving the confrontation effectively.
It's also valuable to restate what the guest says to avoid misunderstandings and affirm that their point of view is being considered. Empowering problem-solving skills over assigning blame will lead to a more satisfactory outcome for everyone involved. The correct option is d.
If resolution is not possible, seeking assistance from a supervisor or the Human Resources department may be the next appropriate step.