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How to handle a guest in a bad mood?

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Question added by ceniza renren
Date Posted: 2016/06/22
Ruphus Peter
by Ruphus Peter , Facilities Coordinator , GENETCO LLC

Just smile, keep a glass of water in front of him and tell "RELAX SIR.. Have some water".

Roberto Daloraya
by Roberto Daloraya , Kitchen Supervisor , Malaga the Lounge

First, let the customer say what they want to say and listen to him.   Second, analyze the cause of the problem while listening. Third, Let him to calm down and after that you can now speak with him in your nicest way. Explain the cause of his frustration if there's any. Lastly, make an assurance that you are there to help him out.

Suchetana Dey
by Suchetana Dey , Guest Relations Associate , The Indian Hotels Company - Taj Group

At first we should listen to him and must not speak in between his words. Rather try to analyse the problem while listening to it. Then, apologise on behalf of the company (if required), and then, offer a glass of water and request him to have it. Speak with him by the most polite way we can. Assure him that we will definitely solve his problem. 

Justin George
by Justin George , House Keeping Supervisor , Ahalia Hospital

Full fill his requirements at any cost and give more care to him 

Roldan Magallanes
by Roldan Magallanes , Room Service Attendant , Waterfront Insular Hotel Davao

Greet the guest in manner, and let the guest say want they want and listen, give a glass of water for extra relaxation, don't forget to smile.

Imene Bougherraf
by Imene Bougherraf , مسؤؤل للمبيعات , مؤسسة خاصة للأثاث والتأثيث

  1. Keep a neutral perspective.
  2. 2 Speak to the person calmly.
  3. 3 Ask them if they're okay.
  4. 4 Actively listen to them.
  5. 5 Validate their feelings.
  6. 6 Ask how they'd like to be supported.
  7. 7 Save the advice unless they ask.
  8. 8 Distract them with things they enjoy.

Ruel Tenio
by Ruel Tenio , Housekeeping/ houseboy , Saudi Binladin Group Operation and Maintenance

Do not argue the guest or customer. the guest has his rights let him calm down before you are to explain what is the problem or complaints, be hospitable.

shahzad ali
by shahzad ali , Officer , Training Lyallpur Chemical & Fertilizers Limited (Jaranwala)

I will ask his demand and solve his problam if i can do it

Keep handle on them, don't also get mad because of what they saying. Don't forget to always smile :)

Issam Kiwan
by Issam Kiwan , Consultant , Iskra Engineering

You have to pay full attention, quick response to the inquiry and do not forgot to smile...

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