In a hotel, several American guests come at a time, probably because they don't know China or have some prejudice against China. They don't care about hotel customers.

1. Service personnel in the service industry, especially in hotel catering, should always bear in mind that "the customer is God", especially when dealing with picky customers or even picky customers out of thin air, they need patience and skills, solve problems with sincere attitude and professional spirit, and impress customers. This has nothing to do with personal dignity, but represents the hotel to provide customers with services that meet or even exceed expectations.

Treat customers' accusations, change them if you want, and encourage them if you want; If the guest calls names, he should be moved by emotion, moved by reason, and not beaten first; If the guest starts work, he can avoid or call the police if the dissuasion is ineffective.

From this point of view, the leader's evaluation of this person is not wrong. He can't coordinate the relationship between guests and hotels and can't handle problems correctly. But swearing at the guests, which is really not suitable for public relations.