What is a recommended reaction to a guest exhibiting aggressive behavior?

The recommended reaction to a guest exhibiting aggressive behavior is to give them space while observing their actions. This approach is effective because it allows the individual to de-escalate their emotions without feeling threatened or cornered, which can often increase aggression. By providing space, you create an opportunity for the guest to collect themselves and can also assess the situation from a safe distance, ensuring that you maintain your safety and the safety of others around.

Observing their actions while giving them space allows the trained staff to determine if the situation is improving or escalating. This strategy prioritizes calmness, safety, and eventually, resolution, which is crucial in managing potentially volatile situations effectively. Taking a step back can also prevent further confrontation and signal to the guest that their feelings are being acknowledged, which may lead to a more constructive interaction later on.