How should you respond to a guest using discriminatory language in a complaint?

• A. Engage in argument to defend the guest's language.
• B. Ignore the comment and continue the conversation.
• C. Remain calm, reiterate respectful language policy, address the concern, and escalate if necessary.
• D. Tell the guest to leave immediately without addressing the issue.

Answer: (C)

Responding to discriminatory language from a guest centers on de-escalation, upholding respectful standards, and knowing when to bring in higher support. Staying calm helps prevent the situation from getting worse and shows professionalism. By reiterating the respectful language policy, you set a clear boundary and signal that discriminatory remarks are not acceptable, which protects both staff and other guests. Addressing the concern demonstrates that you’re taking their complaint seriously and aims to resolve the issue or clarify misunderstandings. If the behavior continues or becomes unsafe, escalating to a supervisor or security ensures proper handling and safety, while documenting the incident follows policy and supports any follow-up actions. The other approaches don't fit because arguing with the guest can escalate tension, ignoring the comment neglects the policy and the guest’s concern, and telling them to leave without addressing the issue avoids accountability and could create safety or policy violations.