Handling a
drunken guest in the hotel seems to be a very easy task in listening but in
itself is a very difficult task and handling a guest who is drunk and
completely out of his senses is next to impossible.
Certain attributes
you have to possess:
·
Act
politely
·
Never
argue
·
Talk
softly and lead him away from the public area
·
If
the drunk guest is behaving rudely then the last option should be to call the
security officer but try and handle the situation very calmly.
The conversation above
will give the fair idea of handling this kind of situation which may be very
common in hotels.
Receptionist: “good evening sir, how may I assist you?”
Guest: “I want my room to be changed and should be on the other floor.”
Receptionist: “sir please may I know the reason for your room change.”
Guest: “there is no specific reason but I am
just ordering you to change my room as you are here for my assistance.”
Receptionist: “i am very sorry to say so but sir without any specific
reason our room cannot be changed and right now we also don’t have any room
available because we are running on 100% occupancy. My sincere apologies to you
sir.”
Guest: “how dare you talk to me like that just call your manager I will talk to
him. You
bloody don’t know who I am. I will surely change the room and you all
are here for me only just do as I say.
NOTE: here the duty manager or the
immediate supervisor should take the drunken guest away from the
reception/front desk area and make the guest realize that this is not the right
way to talk and then acting very calmly and talking very politely with him the
supervisor can escort him to his room or he can indulge the guest in some other
thoughts and just keep the guest calm and as soon as possible send him back to
his room.
Anybody who has something sensible or worthwhile to say should be able to say it calmly and soberly, relying on the words themselves to convey his meaning, without resorting to yelling. See the link below for more info.
ReplyDelete#calmly
www.ufgop.org
All the articles I can find say "get the manager" or "get security." Our front desk agent on some shifts is the ONLY staff member in the hotel. There IS no manager or security.
ReplyDeletei think you should start following the concept of MD thats manager on duty so he will be in hotel for the night and can deal with such situations.
DeleteUnfortunately, most people that are 3 sheets don't speak that way. Staying calm is the only way to be. If that doesn't' work, then call the police. Some events can escalate rapidly and be out of your control.
ReplyDeleteIts really helpfull. Good content
ReplyDelete