- Apologize immediately only for the specific inconvenience caused.
- Do not try to give reasons or explanations, as logic does not work when one is angry.
- Angry Guest (cont.)
- In no case argue with the angry guest.
- Act immediately on what the guest wants.
- Ignore the show off.
- Please DO NOT ignore the guest.
- Do not start talking of your own contacts.
- Just do what the guest wants with the speed and smile.
- Be brief firm and polite.
- Do not argue.
- Only say- I am sorry sir, I am not permitted to do that. Or I am sorry; the law does not permit that.
- Suggest an alternative, if possible.
- Try to find out what he wants.
- Ask the questions for which he has to answer either in “yes” or “no”.
- Once you discover, immediately do what he needs.
- Do not act offended angry or surprised.
- Humor eliminates the problem easily.
- You can say, “only if my husband and kids join” or “ I have to meet my fiancé’ today.”
- Be firm but polite.
- If it continues contact your manager.
- Bo polite considerate and courteous.
- Do not be rude.
- Listen or appear to be listening.
- Look for short breaks.
- Make a short comment.
- Excuse yourself and move off.
- One of your colleagues can give you a call on phone.
- Remember you do have to spend time with one or two guest only.
Handle as CHATTER BOX.
Logic does not work.
Divert his attention and use your tact.
Send him to his room.
- Talk to him and draw out his feelings.
- Ask question like “ how was your stay Sir?” or “ how did you like our restaurant?”
- Find out what displeased him.
- Act to meet his needs.
- It is important to know what has displeased this guest, or else he might not come back or tell others about his bad experience.
- These are the guests who are not aware of the rules.
- Be polite with them.
- Explain briefly and to the point.
- A guest who do not know English and you do not understand his language.
- Try to get some one who can understand the language.
- If this is not possible try and understand his signals.