You're facing challenging guests at your hotel. How will you equip your new staff to handle them effectively?

1 Understanding Guests

Empathy is the cornerstone of effective guest management. Train your staff to listen actively, acknowledging the guest's concerns without interrupting. It's important to understand that a complaint or negative behavior often stems from unmet expectations or personal frustrations. By teaching your team to recognize the underlying issues, they can tailor their responses to provide a more personalized solution, potentially transforming a challenging guest into a satisfied one.

2 Effective Communication

Communication skills are vital in de-escalating tense situations. Encourage your staff to remain calm and use a positive tone of voice. It's crucial to convey understanding and willingness to resolve the issue. Clear explanations about policies and procedures can often alleviate misunderstandings. Role-playing exercises during training sessions can be an excellent way to help new staff practice and refine their communication skills.

3 Problem-Solving Skills

Problem-solving is at the heart of handling difficult guests. Equip your team with a framework for identifying issues, exploring possible solutions, and deciding on the best course of action. Emphasize the importance of thinking on their feet and being flexible while still adhering to hotel policies. Sharing past experiences and solutions that worked well can provide valuable insights to new staff members.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?