What do you do if you need to assert yourself in a challenging hospitality situation?

1 Stay Calm

When faced with a challenging situation in hospitality, keeping your cool is paramount. It's easy to let emotions take the driver's seat, but you must remain calm and collected. Take deep breaths, count to ten if you need to, and remember that your response will set the tone for the interaction. A calm demeanor not only helps you think more clearly but also can deescalate tension, making it easier to assert yourself in a professional manner.

2 Listen First

Before asserting yourself, ensure you fully understand the issue at hand by actively listening to the other party. This means giving them your undivided attention, acknowledging their concerns, and showing empathy. By doing so, you validate their feelings and create an atmosphere of mutual respect. Listening can also provide crucial information that will help you to address the problem more effectively when it's your turn to speak.

3 Communicate Clearly

Once you've listened, it's your turn to communicate. Do so with clarity and confidence. Use "I" statements to express your perspective without placing blame, such as "I understand your frustration," followed by a clear explanation of your position or the policies you need to uphold. Ensure your body language conveys assertiveness without aggression—maintain eye contact, stand or sit up straight, and use open gestures.

4 Offer Solutions

After stating your position, it's helpful to offer solutions or alternatives. This shows that you're not just shutting down the conversation but are actively working towards a resolution. Be creative and flexible where possible, but also be clear about the limits of what you can do. Sometimes, this may mean finding a compromise or offering to escalate the issue to someone with more authority.

6 Follow Up

Finally, after the situation has been resolved, make sure to follow up. This could mean checking in with the customer to ensure they're satisfied with the outcome or debriefing with your team to discuss what happened and what can be learned. Following up not only shows that you care about providing excellent service, but it also helps to prevent similar issues in the future.