What are my shortcomings or mistakes after the hotel staff was beaten by the guests?

I have the following suggestions for this customer, don't solve the problem in public, even if he is wrong, but if his yelling is seen by other customers, it will easily confuse right and wrong, which will cause the illusion that the store is bullying customers among other customers, because ordinary customers have an unconscious mind that there must be something wrong with the hotel, which will have an impact on your hotel reputation. It's best to settle it privately behind closed doors and conduct friendly mediation with the police as the intermediary. As for this employee, I think we should do a good job of comforting him. This incident must have had an impact on the staff. If not handled properly, it will definitely make the group unstable. You must first find out whether the employees are at fault. If not, it's all the customer's fault. Then you should inform everyone of the result of this matter at the staff meeting, praise and comfort him in front of everyone, and reward him for doing things correctly. Then take this opportunity to tell employees how to deal with this situation in the future and don't make mistakes. This has the advantage of 3 1, which strengthens the unity among employees, makes employees realize that you are standing with them, and thus enhances your prestige and belief. 2. Make employees work with peace of mind, and this incident will not cause bad reputation to the hotel. 3. Take precautions and take this opportunity to improve the ability of employees to pay attention to the overall situation when dealing with emergencies. The above is just an example. In short, if handled properly, it may not be a bad thing. On the contrary, you can reap a lot of intangible assets invisibly. Willing to communicate.