Dealing with difficult guests at the front desk. How can you uphold professionalism and efficiency?
Encountering difficult guests is inevitable in hospitality. Your goal is to maintain professionalism while resolving issues efficiently. Here are some strategies to help:
How do you handle difficult guests at your front desk? Share your strategies.
Dealing with difficult guests at the front desk. How can you uphold professionalism and efficiency?
Encountering difficult guests is inevitable in hospitality. Your goal is to maintain professionalism while resolving issues efficiently. Here are some strategies to help:
How do you handle difficult guests at your front desk? Share your strategies.
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Dealing difficult guests at the front desk requires patience, professionalism, and good communication skills. Start by staying calm and listening actively to understand their concerns. Show empathy and acknowledge their feelings without taking their behavior personally. Use polite and clear language to explain solutions. If needed involve a senior person to de escalate the situation. Stay focused on resolving the issue quickly while maintaining a positive attitude. Every interaction is an opportunity to turn a negative experience into a positive one.
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This reminds me of a saying my late grandfather use to tell me while working with him in his hardware store he owned in Lilbourn, MO for over 50 years. I later found out this was a quote George Bernard Shaw, and I personally used this approach in my hospitality career when dealing with difficult guests, “Never wrestle with pigs. You both get dirty and the pig likes it.” ― George Bernard Shaw
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