Hotel front desk question: What if the guest loses his temper and scolds you?

Second, listen carefully to the guests' complaints.

Third, try to stand in the guest's point of view and consider the problem for the guest.

Fourth, let the guests talk more and you talk less, which can consume many guests' bad emotions in the process.

Fifth, listen carefully and solve problems for the guests.

Sixth, if it is not within the scope you can solve, report to the superior on duty immediately.

Pay attention to two points when solving complaints. First, your attitude. You should show deep sympathy and understanding for the problems that the guests feel. Second, you must have a good attitude.