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i smile to the guest and use gestures to calm him/her down, bring water for them and then find someone who speaks their language.
Find somebody who speaks his language unless not available then body language could a good solution in such cases.
i would take out my phone and open the translator app. and translate his question/inquiry and act accordingly .
I politely tried to explain to him by gestures , ask to show or draw what he wants, use the translator in phone or pc
In this Situation, We Should Come to quite calm down and Concentrate very well what he say . If We cannot solve this Problem. Please do not delay for guest to give answer . because, All Guests Must looking for quick Service. That is way, Tell to guest apologize and give drink water in good manner, Then, call to Our Superior to find Solution with out delay. Unless, It Will affect to negative impact in Customer service.
Agree with professionals<<<<<<<<<<<<<<<<<<<<<<<<<<<
Dear Sirs, we are talking about service in Front office by Guest Service and FO Staff for who is not allowed to use the private phones during operational time. Please be attentive to question.
I am agree that its need to look for the person who is speaking by common language to try understand the complain of guest and resolve his problem.
