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What do you do if you encounter demanding guests in the hospitality sector?

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Dealing with demanding guests is an inevitable part of a career in hospitality. You're bound to encounter individuals who have high expectations or specific needs. The key is to handle these situations with poise and professionalism, ensuring that your guests feel heard and valued, even when they present challenges. Meeting the needs of these guests not only reflects well on your personal service skills but also on the establishment you represent. By approaching each situation with a calm demeanor and a willingness to find solutions, you can turn potential conflicts into opportunities for exemplary customer service.

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1 Stay Calm

When faced with a demanding guest, your first priority should be to remain calm. A composed presence can often diffuse tension and set the stage for a constructive interaction. Remember, your role is to provide service with a level head, regardless of the guest's demeanor. Take deep breaths, listen actively, and maintain a friendly, professional tone. Demonstrating that you're unflappable under pressure not only reassures the guest but also allows you to think more clearly about how to effectively address their concerns.

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Adam Beck CFBM. MIH. MIHI

Leading F&B Director | Studying Doctorate of Business Administration | Guest Lecturer | (MIHI) International Hospitality Institute | (MIH) Institute of Hospitality | IoH Academy Mentor
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- Listen and learn - Look for trends in feedback - Share feedback - Carry out route cause analysis - Use a feedback tool - Be generous

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Taylor Lundy

A passionate hospitality sales professional who excels in building strong relationships and driving sales growth.
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I always find that no matter what negative tone/emotion the guest is bringing to the situation, it is important to meet them with kindness. It is very hard for someone to remain angry at you when you are treating them warmly with a smile. Usually I find that they then calm down and the overall interaction ends positively.

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Munyaradzi Shelton Damba

Food and Beverage Assistant Manager at Sun Siyam Irufushi
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*Stay calm and composed *Listen actively *Empathize *Communicate clearly *Offer solutions *Know when to involve others *Maintain a positive attitude *Set boundaries *Follow up *Learn from the experience

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Arif Billah

General Manager of 4 and 5-star as well as boutique properties in Asia including BALI
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This is quite normal in our Industry - Just listen with full attention - Never interrupt - Don't say a word, unless really needed - After guest's emotion start to settle bit by bit further, as they feel satisfied for having taken everything out of their anger, this is the time we take their side and express how much we understand their feeling - Apologize and explain what is necessary, shoot the point, do not go around town, say less is always better - Give them your contact number, ask them to contact you direct of there is anything at all - Check their situation from time to time - At the end you will make friend to them and they will become your loyal customer But Hey, no fixed formula here, we just need to adjust to the real situation

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Doddy Pribadi, S.Kom., M.Par., CHA.

Seasoned General Manager | Lodging and Hospitality Industry I Certified Hotel Administrator - AHLEI | Certified Hotel Expert - BNSP | Master Degree in Tourism - Trisakti Institute of Tourism
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When faced with demanding guests in the hospitality sector, the key is to remain calm, attentive, and empathetic. Start by actively listening to their concerns without interrupting, acknowledging their feelings, and assuring them that you're committed to finding a satisfactory solution. Empower yourself with the authority to make decisions or escalate the matter to a manager if necessary. Maintain a positive attitude and strive to exceed their expectations with prompt and effective service. Remember, by remaining composed and focused on resolving the issue, you can often turn a challenging situation into a positive guest experience.

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2 Listen Well

Active listening is crucial when dealing with demanding guests. By giving them your full attention, you validate their concerns and show empathy for their situation. Ensure you're making eye contact, nodding to acknowledge their points, and not interrupting. Once they've finished speaking, repeat back the main issues to confirm your understanding. This step is often key to de-escalating the situation and moving towards a resolution, as it demonstrates that you're taking their concerns seriously.

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Doddy Pribadi, S.Kom., M.Par., CHA.

Seasoned General Manager | Lodging and Hospitality Industry I Certified Hotel Administrator - AHLEI | Certified Hotel Expert - BNSP | Master Degree in Tourism - Trisakti Institute of Tourism
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When faced with demanding guests in the hospitality sector, active listening becomes paramount. Begin by giving them your full attention, allowing them to express their concerns uninterrupted. Validate their feelings and show empathy towards their situation. You can understand the root of their dissatisfaction through attentive listening and tailor your response accordingly. You can engage in open dialogue to explain misunderstandings and explore potential solutions together. Demonstrating genuine concern and understanding can often defuse tensions and foster a more positive guest experience.

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3 Offer Solutions

After understanding the guest's concerns, it's time to offer solutions. Think creatively and offer options that can satisfy their needs within the realm of what's possible for your establishment. If their demands can't be met exactly as requested, suggest alternatives that could still provide a positive outcome. The goal is to show that you are willing to go the extra mile to find a compromise that leaves the guest feeling taken care of.

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Sarah Dandashy

Keynote and TEDx Speaker | Travel + Hospitality Expert | Author "Hospitality From Within" ?? | TV + Podcast Host | Inspiring 300k+ Travelers on Social @askaconcierge
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You should try to offer at least two options to help ameliorate a situation. This shows that you are trying to work with the guest, even if your solution isn't the exact match for their need or request. I've often directly told guests, "I'm on your side" or " I am trying to help the best I can." Sometimes being that clear (and shared genuinely) can disarm a guest and allow them to really see you are trying your best.

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4 Empower Guests

Sometimes the best way to handle demanding guests is to empower them by involving them in the solution process. Ask questions like, "How can we make this right for you?" or "What can we do to improve your experience?" This approach can make guests feel like they have control over the situation and are working with you rather than against you. It also can lead to more practical solutions that will satisfy their needs and expectations.

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5 Follow Up

After addressing the issue, don't forget to follow up with your guests. This could be a simple check-in later during their stay or after their visit to ensure they were satisfied with how their concerns were handled. Following up not only shows that you care about their experience but also provides another opportunity to rectify any ongoing issues or misunderstandings before they leave.

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Sarah Dandashy

Keynote and TEDx Speaker | Travel + Hospitality Expert | Author "Hospitality From Within" ?? | TV + Podcast Host | Inspiring 300k+ Travelers on Social @askaconcierge
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Always follow up! Following up, especially when working towards a solution, shows a genuine interest in making sure the guest is satisfied. Following up also shows you've taken ownership of a situation (not necessarily responsibility). You demonstrate to the guest that you really do care, and that the efforts put forth earlier were indeed genuine. It shows true care for their experience.

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Doddy Pribadi, S.Kom., M.Par., CHA.

Seasoned General Manager | Lodging and Hospitality Industry I Certified Hotel Administrator - AHLEI | Certified Hotel Expert - BNSP | Master Degree in Tourism - Trisakti Institute of Tourism
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When encountering demanding guests in the hospitality sector, following up diligently is essential. After addressing their immediate concerns, take proactive steps to ensure their ongoing satisfaction. This could involve checking in with them periodically to ensure their needs are met, offering additional assistance or amenities as needed, and continuously seeking feedback to improve their experience. Following up demonstrates your commitment to their satisfaction and provides an opportunity to enhance their stay further and turn a challenging situation into a positive one.

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6 Document It

Finally, document the encounter with the demanding guest. Record the details of their request, your response, and the outcome. This not only helps in case of future disputes but also serves as a learning tool for you and your team. Over time, this documentation can help identify patterns and inform training or policy changes that could improve guest satisfaction and reduce similar incidents in the future.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Janak wosti

F&B Multi Outlets Operation Manager
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-Listen carefully -Acknowledge the concerns -Evaluate situation -Offer solutions -Follow up -Learn and improve

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Littleton Steven Irby

Senior Project Manager at A littleton Original
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I try to put myself in their shoes. We often approach situations having already decided the outcome. It's important to face these moments with an open mind and truly listen. .

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What do you do if you encounter demanding guests in the hospitality sector?

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3

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1 Stay Calm

2 Listen Well

3 Offer Solutions

4 Empower Guests

5 Follow Up

6 Document It

7 Here’s what else to consider

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