Have an extreme ownership of all the things happening in your hotel

People don’t know how to behave in unusual situations. They just REACT.

You can not control guests BUT you can train your employees for CRITICAL situations.

When there is a strange situation, abnormal request or stressed guest, don’t expect your employees to know how to respond well.

They will try to recall what someone else once did OR just go with “there is nothing we can do” ignorant response.

And those just escalate the situation, short and/or long term.

Needy or even rude guests can be really difficult to handle but do NOT let them cost you rating, reputation and calmness in the hotel’s atmosphere.

This is why you need to think about different situations that can happen and TRAIN your employees, WRITE procedures and GIVE guidance.

Natural response of a person is to flight, fight or freeze.

SOME employee will be almost rude and simply decline a guest’s request without being tactical and thinking long term. They will NOT show interest, be honestly curious and most importantly they will NOT care to even tell you or anyone in charge so you can mitigate it next time!

ANOTHER employee will get confused, use an excuse and say that (whatever it is) is not the hotel's practice without giving a good reason, leaving a guest unhappy and feeling there was still something that could’ve been done.

AND SOME will ask for more time and simply forget about it because subconsciously they don’t want to take ownership of that.

All of the options above are UNPROFESSIONAL and kind of cowardly. You want your team to be in charge. To be present even when it’s uncomfortable, to understand a guest in need and to find creative solutions.

Train your employees for ACTIVE LISTENING and to NEGOTIATE and you will have a POWERFUL team to support you.

For some time, be everywhere, listen to everything, notice as much as possible, then decide on your politics, think about what you can conclude from that and train your staff to act in a way you find appropriate and beneficial for your hotel when a difficult situation arises.

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