A guest staying in your hotel is angry. How does the hotel staff communicate with the guest?

No matter whose fault it is, apologize first! Guests are just consuming, while waiters are working. There is no need to give up the entire forest for a tree. Speak nice words to the guests and don’t try to explain anything. When the guests are angry, they will not tell you the reason. You only need to apologize and wait for the guests to wait for a moment. It's better to explain to him again, but you must emphasize that it is your fault, so as to give the guest face and step down, so that the guest will be embarrassed to trouble the waiter again