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GREET THE GUEST, ENGAGE IN A CONVERSATION. MANY TIMES IT CAN BE A SIMPLE MATTER THAT NEEDS TO BE RESOLVED. SOME OTHER TIMES IT CAN BE THE CHARACTER OF A PERSON AND THEN A FIRM STAND MUST APPLY. CALLING SECURITY OR EVEN POLICE IF NECESSARY. STAFF DO NOT DESERVE TO BE ABUSED AND OTHER GUESTS HAVE CHOSEN THE HOTEL EITHER FOR LEISURE OR IN A PROFESSIONAL CAPACITY SHOULDN'T HAVE TO DEAL WITH THIS PERSON EITHER.
Dealing with a impolite guest can only be possible by the thumb rule policy industry is non then politeness !
According to my experience and whatever the situation is negative,we can turn it to positive by showing the guest our respect and listening to him in whatever the situation is bad.
Thank you
greet the guest with smile.
