When a valued regular customer makes an inappropriate advance toward a newly hired server, what is the best supervisory response?

When a valued regular customer makes an inappropriate advance toward a newly hired server, what is the best supervisory response?

• A. Have a more experienced server who is familiar with the guest take over
• B. Demonstrate through actions that there is zero tolerance for harassment
• C. Thank the server after the shift for not overreacting to the situation
• D. Rescue the server and explain that the guest did not mean to offend

Answer: (B)

The main idea being tested is how a supervisor should respond when a customer harasses a staff member. The best approach is to demonstrate through actions that there is zero tolerance for harassment. This sets a clear standard that inappropriate advances are not acceptable from any guest, protects the employee, and reinforces the organization’s commitment to a safe and respectful workplace. It also models leadership by addressing the behavior immediately and according to policy, regardless of who the guest is. This choice sends an unambiguous message to everyone in the restaurant that harassment will not be tolerated, which helps prevent future incidents and supports the employee who experienced the advance. In contrast, other options either delay addressing the behavior, minimize the incident, or place blame on the staff member rather than enforcing policy and protecting the employee. If needed, follow up with documentation, support the employee, and apply the appropriate policy to the guest, including any next steps with HR or management.

The main idea being tested is how a supervisor should respond when a customer harasses a staff member. The best approach is to demonstrate through actions that there is zero tolerance for harassment. This sets a clear standard that inappropriate advances are not acceptable from any guest, protects the employee, and reinforces the organization’s commitment to a safe and respectful workplace. It also models leadership by addressing the behavior immediately and according to policy, regardless of who the guest is.

This choice sends an unambiguous message to everyone in the restaurant that harassment will not be tolerated, which helps prevent future incidents and supports the employee who experienced the advance. In contrast, other options either delay addressing the behavior, minimize the incident, or place blame on the staff member rather than enforcing policy and protecting the employee. If needed, follow up with documentation, support the employee, and apply the appropriate policy to the guest, including any next steps with HR or management.