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Tips on How to Handle Difficult Situations

October 10, 2010

Each & every hotelier has to go through some difficult situations with difficult guests in their hotel or restaurant.It needs some prior experience and knowledge to handle difficult guests in different situations. Even in some cases guest becomes frighten for other guest. Also in some cases if staffs cannot handle them tactfully then there may be a loss of property or even life as well. So, if you are a hotel management student or just beginning your career in this field then you should found this tutorial very much helpful. Here, I would like to share some tips on how to handle some difficult situations in hotel or restaurant.




While handling Guest Complaint in Hotel or Restaurant must remember these basic points:

  1. Listen to guest’s complaint carefully, express your enthusiasm to help. Key eye contact.
  2. Understand the matter. Never argue or interrupt when guest is still explaining. Wait until he/she has finished.
  3. Analyze the matter wisely.
  4. Apologize to guest with good reason, then handle the request in priority if able, even if the complaint is not concerning your section.
  5. Take action until matter is completed.
  6. Pass over the information to the Executive Floor Manager immediately, if it is out of your capabilities.
  7. Try to make guest feel very comfortable while waiting and allow time for the guest to cool down.
  8. When you see the guest at a later time, greet him and ask if everything is fine.
  9. Log in follow up book for your colleagues to be aware of the situation.

NOTE: Ensure that guest already gets assistance or someone is handling his/her request before you leave the guest.

HOW TO HANDLE INTOXICATED GUEST:

  1. Whisper, talk personally to persuade him out of the party. Do not talk facing the people.
  2. Inform him that he is disturbing the party. Offer him your service.
  3. If he does not agree, inform the host (as in the Hotel, inform the Duty Manager).

HOW TO HANDLE GUEST VISITOR

  1. Screen the visitor in a polite manner.If there is advance information all ready from the guest, escort the visitor to the guest room. If not, request  the visitor to go with you to the Front Desk and establish the reason for the visit.
  2. Offer your help and ask the visitor’s name.
  3. Inform the guest by phone, and announce the name of the visitor.
  4. If the guest agrees to see his visitor, escort the visitor to the guest room.
  5. When they both meet, offer some services, such as coffee or tea service.

HOW TO HANDLE A VISITOR AT NIGHT

If the guest comes home with a joiner.

  1. Greet the guest and his joiner like normal guests.
  2. Offer your service to them.
  3. Inform the Chief of Security and Duty Manager about the guest’s joiner.
  4. Note in the follow up book for next shift for information.
  5. Treat the joiner as your guest also.

HOW TO HANDLE A NOISY GUESTROOM

  1. Go to the noisy room and politely ask the guest to tone down the noise level.
  2. If the guest does not agree, inform the Duty Manager to handle the matter.

GUEST ON DIET/ALLERGY

  1. Offer food item out of what the guest diet allergy is.
  2. Give the guest the menu card to choose from.
  3. Suggest to the guest to have:
  • Fish from the river, if he cannot eat seafood.
  • Beef meat, if the guest cannot eat pork.
  • Vegetables, if the guest cannot eat meat.
  • Unsalted meat, if the guest cannot eat salty food.
  • Low calorie and less fat content/no sugar, if the guest is on a diet.

{ 17 comments… read them below or add one }

1 manoj neupane February 1, 2014 at 4:21 pm

awesome tips

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2 Octavio November 19, 2013 at 9:27 am

Hey! Do you use Twitter? I’d like to follow you if that would be okay.
I’m absolutely enjoying your blog aand lok forward to new updates.

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3 Hotelier Tanji November 20, 2013 at 9:03 pm

Please subscribe so that you will get confirmation through email every time. Also keep visiting this blog every week at least.

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4 Ally December 1, 2012 at 10:15 am

I am very pleased of your lessons as I am working on administration departments this makes me gain my Knowledge in Hospitality Industry, keep it up. it is very useful for hoteliers like us

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5 Alan Lam August 6, 2012 at 9:33 am

Thank you very much for your kindly help. It’s a GREAT blog! Keep on good work!

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6 Hussien July 17, 2012 at 1:25 am

Please I want to ask if the very bad in behavior and he insult me and I am front office agent what I should in this situation Please you advise

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7 Hotelier Tanji July 17, 2012 at 9:51 am

try to make him understand as much as you can. If you can’t handle the situation call your immediate boss.

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8 Malik March 10, 2012 at 6:19 pm

Dear,
Thank you very much for this helpful information about hospitality industry.

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9 Akhil George February 1, 2012 at 11:01 am

it is a nice information. it is helpful for me because i am a hotel management student.

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10 G November 30, 2011 at 6:44 pm

I would like to take this opportunity to thank to whoever put up this blog, this is very wide knowledge of yours and very helpful to everyone of us who needs more help, lesson how to become more professional being on hospitality industry. I like it. I currently working in the hotel but I still found my self that there is a lot more that I need to improve which I believe I could apply it anytime now at my work. Godbless

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11 Aaron October 13, 2011 at 8:18 pm

I would like to take this time to thank you for this fantastic website that provides a plethora of invaluable information regarding ettiquettes in hospitality. Having graduated from university in Vegas, and now working in China, I will be able to utilize this tool in helping conveying the proper methodology to the line staff. This resource will prove useful in my future as a manager trainee as I progress in my career.
Warm Regards,
Aaron

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12 NDENGEJEHO Valens February 3, 2011 at 11:23 pm

i am very happy because of your lesson about hotel . so if possible how may i get more knowledge about hotel services ?may i get a university where i can study on line?or may i have partnership ? thanks .

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13 Eka December 17, 2010 at 12:14 pm

Thank you so much related to your free food and beverage knowledge, I’m from Indonesia and your blog help me a lot in my training, so I can share the knowledge to the trainee to develop their job performance….. Bravo!!!

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14 Hotelier Tanji December 18, 2010 at 12:34 am

Dear Eka,

It’s really nice to know that my small effort really means something to you. Please do recommend this blog to all your friends. All the very best ..

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15 YOGESH November 29, 2010 at 12:10 pm

pls send me this detail to my mail id .pls

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16 Hotelier Tanji November 29, 2010 at 12:13 pm
17 prakash goud October 25, 2010 at 11:37 am

it really very use full SOP’s that practically can be in handled guests in different situation. thanks a lot for providing us these SOP’s.

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