Page 50 - STARTER KIT BELLMAN 2017v

STARTER KIT | Bellman

Task 16: Manage difficult guest
OPERATING PROCEDURES STANDARD(s)

When the guest is angry:

1. Acknowledge the guest feelings and do not panic and Acknowledge guest feelings by saying “I can see that you
get details as to why the guest is angry. By taking this
approach, you have acknowledged guest feelings and are upset/angry, could you tell me what happen ma’am/sir?”
demonstrated willingness to assist.

2. Reassure the guest by showing him/her that you “You can rest assured that we will make your concern a
understand what he/or she is going through. priority.”

3. Remain objective. Remain calm. If the guest does not
want to settle down, suggest moving to a private area
away from other guests.

4. Determine the cause of guest anger, through listening
and probing questions.

5. Listen actively and avoid interrupting.

6. Reduce frustration by not saying or doing anything that
will create further tension.

7. Negotiate a solution by eliciting ideas from the guest on
how to appease him/her.

8. Ensure that guest concerns are acted upon and raised
to your immediate superior.

9. Take time to check if guest concern has been
addressed and resolutions have been carried out.

When guest is dissatisfied:
“Good Morning Ma’am/Sir, my name is __________. I am a
1. Take time to listen attentively. Provide your name to the _______________ in this hotel. How may I be able to assist
guest and offer assistance.
you?”
2. Do not make excuses, look for ways to correct
shortcomings of the hotel and/or staff.

3. Remain calm and empathetic while you try to get more
details to uncover the problem.

4. Try immediate recovery by providing next services to
guests in a proper and prompt manner.

5. Ask open-ended questions and verify information given
before taking appropriate actions.
10.

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