Which describes the recommended approach for communicating wait times to guests?

• A. Provide no information to avoid frustration.
• B. Promise a specific time with no updates.
• C. Acknowledge the issue, apologize, provide an estimated wait, offer updates, and consider a courtesy if appropriate.
• D. Tell them to check back later.

Answer: (C)

Clear, proactive communication about wait times is essential. Acknowledge the issue and apologize to show empathy, share an estimated wait, and commit to updates as the situation changes. If appropriate, offer a courtesy to help ease the wait. This approach manages expectations, reduces frustration, and keeps guests informed so they feel valued and respected throughout the experience.

Providing no information leaves guests guessing and frustrated. Promising a specific time with no updates is risky because delays can happen, and without updates trust is lost. Simply telling guests to check back later is passive and fails to acknowledge their current experience.