Once in a rare while, you will have a guest who is having a really bad day. The thing is, your guests are human. Maybe someone is sick in the guest’s family, or your guest has received bad news and seems to be taking it out on you or your property.
No amount of special treatment or consideration seems to help. Here are some practical guidelines:
- I’m going to go back to an old mantra of mine. Just listen, ask kind questions, and for goodness sake, resolve the challenge quickly and completely.
- If it’s a telephone interaction, please don’t put your guest on hold while you sort out the problem. No one wants to feel ignored on top of whatever else is going on in his or her life.
- If you realize that you are in over your head, excuse yourself and speak with your team leader, supervisor, or whoever else can smooth out the situation.
- An important thing about unhappy guests is that they can make you unhappy as well.
- Never allow yourself to be discouraged.
- You will probably be able to happily resolve most challenges throughout your hospitality management career.
Going against conventional wisdom, I am going to tell you the truth. Yes, you will lose a few. Use common sense, kindness, and patience. Unfortunate situations are opportunities to represent yourself and your brand with dignity and compassion.
Excerpts of blog taken from the book: Hospitality Management – People Skills & Manners on and off the Job.
Copyright © 2015 Lyn Pont, PhD