How do hotels deal with making things difficult for guests?

when I heard this, I quickly contacted manager Zhao of housekeeping department and asked him to find out the truth. My first reaction at that time should be that the guest remembered wrong, so I thought about the countermeasures. Soon I received a phone call from manager Zhao saying that the waiter had no problem. I then went to the guest's room to explain to her. The guest was very excited, insisting that our waiter took it away, and didn't want to listen to my explanation at all. He also told me that something she had left at the front desk had been stolen by hotel staff. I was really a little angry at that time. Without any evidence, she had no reason to say that our hotel was not right. Case analysis: This case reflects a service mentality problem. The so-called service mentality refers to the "psychological orientation" and "working attitude" held by service personnel when providing services to guests. A good service mentality is the premise for us to develop high-quality hotel services, and it is also the key to establish personal professional quality. We can often see that in the face of "difficult guests", some hotel people will smile and handle it very easily, while some hotel people often make their guests angry and she is anxious. This is the difference between having a good service mentality. In my opinion, for a hotel person to have a good attitude, on the one hand, "psychological orientation" is very important: I am here to provide services for the guests, and all my actions represent the hotel and my service career, not individuals outside my work. Therefore, in the face of guests' unreasonable criticism and bad words against us, we should be very relaxed and there is no need to care at all. In fact, this also requires us to learn more about hotel psychology, so as to constantly increase our ability to control our own psychology in complex situations. On the other hand, "working attitude" is also very important. We should link guest service with maintaining the image of the hotel. We should not shift the responsibility to other departments at any time, but apply our professional enthusiasm, sincerity and meticulous service, especially language skills, to regain the support and trust of our guests and the hotel. There is a key and basic problem here, that is, don't be afraid to waste your breath and do what I can to meet the requirements of the guests reasonably. The author thinks that empathy is different from adjusting mentality, which fully reflects a person's professional quality and has nothing to do with the individual. Empathy, on the other hand, is about starting from human nature and providing sincere service to guests.