How to deal with guest demolition?

Eating in a hotel restaurant, Mr. Li, who often comes to eat, comes to the restaurant with his girlfriend. They went straight through the aisle of the restaurant to the non-smoking section and sat down at the usual table. When the waiter saw that he was busy, he came over, served tea, handed the menu and ordered food. Everything is in order. Suddenly, Mr. Li said angrily to the waiter next to him, this is a no-smoking area. Why do people smoke? What kind of five-star hotel are you if you can't even manage this little thing? Go and call your manager! This sudden criticism surprised the waiter. According to the waiter, Mr. Li is not like this at ordinary times, and when he was eating here with some friends the day before yesterday, the friend sitting next to him was smoking and was in a good mood. Analysis: According to the waiter's attitude towards smoking in the no-smoking area the day before yesterday and today, it seems that the guest voted for smoking, but in fact it was because of drunkenness. Because although he doesn't smoke, it doesn't mean that he can't stand others smoking. From the time he walked straight through the restaurant to the time he sat down, the waiter didn't greet him as a regular customer, nor did he give him a discount as a regular customer, which made him lose face in front of his girlfriend. It should be just a complaint. Then when we deal with it, we should enthusiastically call it by surname, give preferential treatment, record opening and closing, apologize and so on. Can make guests feel face, satisfy their self-esteem, and then give up the opening and closing. Therefore, in the service work, we should pay attention to observation, analysis, and see the essence through the phenomenon, so as to truly solve the problem. In addition, it is unwise to change the channel directly, because it is reasonable to change the smoking guest to the smoking section, but what if the guest refuses? It is not appropriate to change the channel for Mr. Li. On the one hand, it is difficult to ensure that foreign guests don't smoke, on the other hand, because this is a non-smoking area, Mr. Li is likely to refuse. The manager's handling process should be: when he comes to the guests, he will indicate the discount on the order card on the dining table and greet him with a smile: Hello, Li Sheng, what can I do for you? At the same time, take out your notebook from your pocket, listen carefully to the opening and closing remarks of the guests, and take notes. After the guests vented, the manager said: Thank you for your valuable comments on our work, and we will seriously rectify it to ensure that similar problems will not occur again next time. I'm very sorry for affecting your dining mood this time. Can I change the channel for you now? In this way, Mr. Li's mood will definitely calm down, and he may wave his hand generously and say, forget it, just pay attention later.