A good GSTM/GSA/GSTL needs to have a sense of nuance and not see everything as a black or white situation. At least try. Look up the receipt with their card. Use their ID. Listen to what the guest is saying. Use every tool available to make it right. You will never get in trouble for trying, following the POS prompts, calling for help when you feel uncomfortable, or making a decision based on the information you had on hand. If you can speak to it, you’ll be OK.
