Hailey Toch works as a hospitality professional with a history in various positions throughout college and her professional life at major hotel chains in metro areas such New York, Chicago, and LA. In the following article, Hailey Toch navigates practical solutions to common challenging situations in the hospitality industry, highlighting the importance of problem-solving.
Working in the
hospitality industry is highly rewarding.
Aside from the excellent opportunities for career growth and personal development, professionals get to meet, interact, and socialize with individuals from all walks of life, as customer interaction and relationship-building are keys to success in the sector.
The word “hospitality” means the friendly and generous reception of guests, visitors, and even strangers, and anyone working in hospitality should embody the essence of the word, no matter how challenging a situation gets.
Hailey Toch explains that it is in difficult situations where true hospitality shines - displaying patience, empathy, and a commitment to customer satisfaction not only solves the issue but also strengthens one’s resolve and problem-solving skills.
Hailey Toch Provides Strategies for Managing Common Challenging Situations
In this segment, Hailey Toch discusses proven strategies for managing common yet complex situations, equipping hospitality professionals with the tools needed to thrive in any circumstance.
How to Deal with a Customer Complaint
Customer complaints are very common in a hospitality business, with issues typically revolving around cleanliness, food quality, slow service, and noise disruptions.
Hailey Toch says to follow these steps when handling a customer complaint:
- Ask about or listen to the guest’s complaint carefully. Smile, maintain eye contact, and show enthusiasm to help.
- Wait until the guest has finished speaking. Understand and analyze the issue.
- Apologize with good reason, then take action immediately. If the problem is out of one’s capabilities, the matter should be passed on to a superior right away.
- While waiting for the matter to be resolved, make the guest feel comfortable.
- Follow up until the matter is completed. Make colleagues aware of the situation by logging the incident.
- Greet the guest and politely ask if everything is fine if encountered at a later time.
How to Deal with a Difficult Customer
Difficult customers are as common as customer complaints.
Hailey Toch says that the situation is similar to having a customer complaint but in these cases, the guests typically display rude behavior. Addressing the concerns of difficult guests takes a lot of effective communication, patience, and understanding.
Follow these steps when handling a difficult customer:
- Listen and allow the guest to vent their frustration. Never interrupt when the guest is still talking; instead, note down the key points in a notepad and repeat it to them to show that the issue is understood.
- Maintain a “the customer is always right” mindset, even if this isn’t the case, especially in this situation. Never imply that the guest is wrong, which will only fuel the situation.
- Hailey Toch explains that in most situations, the guest only wants to hear an apology. Be apologetic but show empathy. Instead of just saying “I’m sorry.”, one can say “I understand how you feel, I would feel the same way if it happened to me.” or “I am truly sorry for the mistake, will you give me the chance to make this right for you?”
- If a guest is being unpleasant (shouting or swearing), one should take a deep breath and remain calm. It’s also important to show assertiveness and confidence - try saying “I want to resolve the issue, but I cannot help you if you’re acting this way towards me. Do you understand?”
- Apart from an apology, offer a solution and take full accountability. Clearly communicate to the guest how the matter will be resolved. Depending on the company’s protocols, one can offer the guest a gesture of goodwill like a free meal or partial refund to get back in the guest’s good books.
How to Deal with an Intoxicated Customer
Hailey Toch says that handling intoxicated guests can both be challenging and overwhelming, especially for new hospitality workers, experiencing it for the first time. The situation not only involves dealing with the guest’s “drunk attitude” but also ensuring his safety and preventing disruption to other guests.
Follow these steps when handling an intoxicated customer:
- Approach the guest and discreetly let him know that he is causing a disturbance. Persuade him to leave.
- Whisper and make sure that other guests cannot hear the conversation.
- Offer assistance. If the guest disagrees, ask for back up - inform a superior to handle the situation.
Hailey Toch also notes that challenging situations, big or small, are common while working in hospitality, that’s why problem-solving skills are paramount. In an industry where customer satisfaction is top priority, the ability to quickly and effectively address issues shows professionalism and the true essence of hospitality.
