56 handling guests
DESCRIPTION
guestTRANSCRIPT
Slide 1under Academic supervision of
List different types of guests
Handle difficult guest situations
under Academic supervision of
Different Types of Guests
under Academic supervision of
Handling Difficult Situations
Most of the guests like to be treated like important guests, and not as intruders.
Guests like to be respected
With tact and courtesy all difficult situations can be handled well.
under Academic supervision of
Do not give reasons and explanations
Logic does not work with anger
Do not argue with angry guest
Act immediately
Do not talk about your contacts
Just do what the guest wants with speed and smile
SNOB GUEST
under Academic supervision of
Do not argue
BREAK THE RULE FOR ME TYPE
under Academic supervision of
Do not argue
BREAK THE RULE FOR ME TYPE
Only Say:
I am sorry sir, I am not permitted to do that.
I am sorry sir, the law does not permit that.
under Academic supervision of
Try to find out, what he wants
Ask Questions for which he has to answer either “Yes” or “No”
Once the needs are discovered, act on it immediately
FUSSY GUEST
under Academic supervision of
Use Humour
SOCIALIZER
under Academic supervision of
Do not be rude
Make a short comment
Excuse your self and move off
One of your colleagues can give a call on the phone
CHATTERBOX
These are the guests that take a lot of your time
under Academic supervision of
DRUNK GUEST
Stage 3:
under Academic supervision of
DRUNK GUEST
Stage 4:
under Academic supervision of
Talk to the guest and draw out his / her feelings
Ask questions
TIMID GUEST
Does not voice his complaint, but shows through body language like frowning, finger tapping, shrugging shoulders, looking displeased.
under Academic supervision of
IGNORANT GUEST
These are the guests who are not aware of the rules
under Academic supervision of
Handling Difficult Situations
Try to get someone who can understand that language, e.g. tour leader, another staff member
If this not possible, try to understand signals
LANGUAGE
A guest who does not speak English and you do not understand his language
under Academic supervision of
Handle difficult guest situations
List different types of guests
Handle difficult guest situations
under Academic supervision of
Different Types of Guests
under Academic supervision of
Handling Difficult Situations
Most of the guests like to be treated like important guests, and not as intruders.
Guests like to be respected
With tact and courtesy all difficult situations can be handled well.
under Academic supervision of
Do not give reasons and explanations
Logic does not work with anger
Do not argue with angry guest
Act immediately
Do not talk about your contacts
Just do what the guest wants with speed and smile
SNOB GUEST
under Academic supervision of
Do not argue
BREAK THE RULE FOR ME TYPE
under Academic supervision of
Do not argue
BREAK THE RULE FOR ME TYPE
Only Say:
I am sorry sir, I am not permitted to do that.
I am sorry sir, the law does not permit that.
under Academic supervision of
Try to find out, what he wants
Ask Questions for which he has to answer either “Yes” or “No”
Once the needs are discovered, act on it immediately
FUSSY GUEST
under Academic supervision of
Use Humour
SOCIALIZER
under Academic supervision of
Do not be rude
Make a short comment
Excuse your self and move off
One of your colleagues can give a call on the phone
CHATTERBOX
These are the guests that take a lot of your time
under Academic supervision of
DRUNK GUEST
Stage 3:
under Academic supervision of
DRUNK GUEST
Stage 4:
under Academic supervision of
Talk to the guest and draw out his / her feelings
Ask questions
TIMID GUEST
Does not voice his complaint, but shows through body language like frowning, finger tapping, shrugging shoulders, looking displeased.
under Academic supervision of
IGNORANT GUEST
These are the guests who are not aware of the rules
under Academic supervision of
Handling Difficult Situations
Try to get someone who can understand that language, e.g. tour leader, another staff member
If this not possible, try to understand signals
LANGUAGE
A guest who does not speak English and you do not understand his language
under Academic supervision of
Handle difficult guest situations