1. Stay Calm: It is important to maintain your composure and not let the guest's anger affect you. Respond in a calm and measured tone.
2. Apologies: Offer an apology for the inconvenience they may be experiencing, while not taking responsibility for their anger or behavior.
3. Listen: Allow the guest to express themselves and vent their anger. Give them your full attention and let them know that you are listening.
4. Don't Take it Personally: Remind yourself that the guest is directing their anger at the situation, not you personally.
5. Empathy: Try to empathize with the guest and understand their frustrations. Acknowledge their feelings and show that you value their concerns.
6. Problem-Solving: Focus on addressing the specific issue causing the anger. Explore potential solutions or alternatives to resolve the situation.
7. Inform Supervisor: If the situation escalates or becomes abusive, inform your supervisor or manager for further assistance and support.
8. Offer Options: Present options or choices to the guest to empower them and involve them in finding a solution.
9. Be Respectful: Treat the guest with respect, even if they are being disrespectful to you.
10. Document the Incident: After the situation has been resolved, document the incident accurately and objectively for future reference.
11. Follow-Up: Follow up with the guest after the incident to inquire if they are satisfied with the resolution and to apologize once again for any inconvenience.
12. Self-Care: Take care of yourself after dealing with a difficult guest. Engage in activities that help you relax and de-stress.
Remember that it is never acceptable for a guest to swear at or abuse hotel staff. However, by handling the situation professionally and demonstrating empathy, you can often diffuse anger and find a resolution that satisfies the guest while maintaining a positive work environment.