Match the response to the question

Use your assigned role and the approved information available to you.

A guest needs a destination

Use event-approved wayfinding information for the destination you are authorized to explain. If the direction is unclear, pass the question and location to the designated lead.

A guest asks where a service point is

Refer to the event's approved information for that service point. Do not guess its location or availability.

The question is outside your role

Acknowledge the question, note the relevant location, and route it to the event lead or the role named in the approved briefing.

Worked example: a changed seating location

Keep the response tied to an approved event source.

  1. 1

    Check the information you are authorized to use

    A guest says their seating location has changed. The crew member checks the event-approved information available for that assignment.

  2. 2

    Explain only what the source supports

    If the approved information clearly shows the change, the crew member gives that direction without adding assumptions.

  3. 3

    Hand off anything unresolved

    If the information conflicts, is not available, or raises an access-sensitive question, the crew member refers the guest to the designated lead or trained, authorized role.

Sensitive or safety-critical questions

For safety-critical, accessibility, security, or other sensitive questions, follow the approved local guidance for the event and hand the matter to the trained or authorized role. Do not use this sample site to determine venue policy, eligibility, or a response that requires specialist authority.