What should be the immediate response if a guest approaches security with a complaint?

When a guest approaches security with a complaint, the immediate response should be to document the issue and escalate it as necessary. This approach demonstrates professionalism and a commitment to addressing the guest's concerns seriously. By documenting the complaint, security personnel create a clear record of the incident, which can be essential for further investigation or resolution. Escalating the issue ensures that the correct personnel or management become involved, as they may have the authority or resources to resolve the situation appropriately. This method not only helps in satisfying the guest but also aligns with Disney's core value of guest service, ensuring that issues are handled effectively and efficiently.

While advising the guest to speak to a manager might seem helpful, it does not ensure that the issue is documented or that immediate action will be taken. Ignoring the complaint entirely is counterproductive and could lead to further dissatisfaction. Offering a reward may not be appropriate for all complaints and could set a precedent that is difficult to manage in the future.