A guest seems irritated
How do you address him?
Training for hotel employees
Attention to and service of the guest is highly important. You will do anything to ensure that the guest experiences the highest degree of hospitality. Within reason, you will give 100%. Sometimes a guest goes too far. You recognise the signals of difficult behaviour and irritation and engage in conversation. By applying our principles, no conflict arises and you convey your message in a respectful yet clear manner. Understanding, arguments, the proper feedback, and requesting cooperation or even establishing your boundaries, can all help you manage the situation
General training goal
Employees will be able to let themselves be vulnerable and will experience that the skills they learn will encourage the guest to adapt to his or her behaviour. Employees will be in a position to offer a hospitable solution in spite of a sometimes tense or difficult situation.
Trainings
- Aggression on the telephone
- Aggression and hospitality training
- Emergency training
- Conflict management
- Robbery prevention and response
- Attention and care
Training duration
- 1 part of the day up to 4 hours or
- 2 parts of the day up to 4 hours