How should the lobby manager handle the contradiction between hotel guests and waiters?

When there is a contradiction between hotel guests and waiters, the lobby manager can take the following steps to deal with it:

1. First of all, the lobby manager should calm the mood of the guests, briefly explain what happened, and bring tea to calm the guests.

2. Then, the lobby manager needs to know the reason of the quarrel. If the guest is angry, the lobby manager should not talk too much, but let the guest vent and pay attention to controlling the situation. When explaining, you should pay attention to telling it not only to the guests, but also to other customers present, in order to win everyone's understanding.

3. Next, the lobby manager needs to talk to the waiter alone to understand the waiter's views and explanations. In this process, the lobby manager needs to point out the improper behavior of guests and waiters, and teach waiters how to deal with similar situations.

Then, the lobby manager needs to apologize to the guests again and promise to punish the waiter according to the hotel regulations. This kind of treatment can make guests feel fair and respectful, and at the same time, it can also play a role in educating and restraining the waiters.

Finally, the lobby manager needs to make an in-depth analysis of the incident, sum up experience and lessons, and formulate measures to prevent similar incidents from happening again.

In short, when dealing with the contradiction between hotel guests and waiters, the lobby manager needs to remain calm, fair and respectful, seek a mutually acceptable solution through listening and understanding, and take measures to prevent similar incidents from happening again.