How to face the angry guests at the front desk of the hotel

First of all, I apologize. I'm sorry to talk about it. First of all, find out whether it's the fault of the guests or the hotel. If it is a hotel problem, such as the hardware facilities in the guest room are broken, you can promise the guests to fix it immediately. You'd better call the engineering department in front of him and let him know that you are really worried about the guests. There is also a guest who makes a fuss and just wants a discount or upgrade. When you meet such a person, you can't tell her gently, nor can you force her to do it. The wisest thing to do is to give it to the lobby manager, who should handle the complaint. Our task is only to understand the problem and report it to the superior accurately, so as not to be scolded when dealing with it.