Guest Systems can provide a user-friendly interface for hotel staff to quickly and easily establish boundaries with concerning guests. This platform can offer customizable templates for setting specific policies and rules, allowing staff to efficiently communicate expectations to guests during the booking process or at check-in. By streamlining the boundary-setting process, Guest Systems make it easier for hotels to enforce standards of conduct and maintain a safe environment for all guests.
De-escalation techniques are essential for motel front desk staff to handle challenging situations and difficult guests effectively. Here are ten de-escalation techniques that can help motel staff manage such situations:
- Active Listening:
- Give your full attention to the guest.
- Maintain eye contact.
- Show empathy and understanding through verbal and non-verbal cues.
- Stay Calm and Composed:
- Maintain a calm demeanor even when faced with an upset guest.
- Avoid reacting emotionally or defensively.
- Empathy:
- Try to understand the guest’s perspective and feelings.
- Use empathetic language to convey your understanding.
- Open and Respectful Communication:
- Speak in a calm, respectful, and polite tone.
- Use “I” statements to express your perspective rather than “you” statements that may sound accusatory.
- Set Clear Boundaries:
- Politely and firmly establish and communicate the motel’s policies and rules.
- Explain the consequences of not following the rules.
- Problem-Solving:
- Collaborate with the guest to find a solution to the issue.
- Offer alternatives when possible.
- Time and Space:
- If a situation becomes heated, offer the guest some space and time to cool down.
- Suggest continuing the conversation later when emotions have settled.
- Body Language:
- Maintain open and non-threatening body language.
- Avoid crossing your arms or making aggressive gestures.
- Call for Backup:
- If a situation escalates, don’t hesitate to call a supervisor or security personnel to assist.
- Ensure there is a reliable means of communication at the front desk.
- Document Incidents:
- Maintain detailed records of the incident, including what was said and done.
- These records can be useful for management and, if necessary, authorities.
Remember that every situation is unique, and the application of these techniques may vary depending on the specific circumstances. Front desk staff should receive training in de-escalation and have clear guidelines on how to handle different situations to ensure the safety and satisfaction of guests and staff.
Written by Chat GPT
It was a typical day at the hotel, with guests checking in and out, and staff working hard to ensure that everyone had a pleasant stay. However, little did we know that a security incident was about to occur that would go down in history as the Great Guest Security Incident of 2021.
It all started when a guest checked into their room and decided to test out the security measures in place. They began by trying to pick the lock on their door, which of course didn’t work. But instead of giving up, they decided to take things to the next level.
The guest went down to the lobby and asked the front desk staff for a hammer and nails. When asked why they needed these items, the guest simply replied that they wanted to “make some repairs” to their room.
Suspicious of the request, the front desk staff hesitated before ultimately deciding to grant it, thinking that it couldn’t possibly cause any harm. Little did they know, the guest had other plans.
Upon returning to their room, the guest proceeded to nail the door shut from the inside, trapping themselves in their room. Realizing the gravity of the situation, the staff quickly called maintenance to remove the nails and free the guest.
While this may seem like a funny story, it serves as a reminder of the importance of guest security and the need to be vigilant in protecting our guests and their belongings. So next time someone asks for a hammer and nails for “repairs,” maybe think twice before granting their request!
Hotel Front Desk Agent – 11-09-2022:
Guy calls hotel…
Him – Hi I’d like to check availability for this Saturday
Me- We are all sold out for November 12 this coming Saturday
Him- so I’ll just have to book it online then?
Me- We have no rooms available at all so you will not be able to book one online either I’m sorry.
Him – OK guess I will just have to book it online since you don’t want to help me BYE!
*click*
I don’t understand what is so hard for people to comprehend that we are SOLD OUT. We don’t have a random hidden room for “emergency”.
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My Reaction:
It’s definitely frustrating when a guest’s mind is locked in on a specific outcome, and they’re not willing to acknowledge the reality of the situation.
It can be concerning. I’ve known guests in this frame of mind who have actually gone online after I’ve let them know we’re sold out for that night and book a room with us using the wrong arrival and departure date, then call me back to me and ask me to change it to their preferred arrival date. It can be hard when they’re not willing to listen.
It’s best to emphasize the positive, saying something like “I’d be happy to try to book you with us a different arrival date”, or “let me check to see if any properties in our area have availability that night” then refer them to that property. Just as a way to go the extra mile, and try to help them feel cared for.
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A new trend is emerging among front desk staff. They are asking, begging, pleading for a Nationwide Do Not Rent list. These are just from the last few days… Josh, Front Desk, in Pennsylvania: “Seriously someone needs to figure out how to make a global do not rent list work.” 10/31/2022 Lesa, Front Desk, in Texas: “A global DNR list would be great.” 10/31/2022 Myranda, Front Desk, in Idaho: “there’s a global dnr list but it’s expensive” (not us, we’re affordable) 10/31/2022 Cathy, Front Desk, in Texas: “Do you ever wish there was a review site for guests?” 10/28/2022 Amy, Front Desk: “There needs to be a international do not rent list” 10/28/2022 Allie, Front Desk: “I think that every hotel membership should have a guest rating system, the worse of a guest you are the less likely you are to get upgrades, LC/O stuff like that” 10/28/2022Guest Systems is a Nationwide Do Not Rent List available for reporting guest security incidents and also available for screening concerning guests by first and last name.
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On that Monday, when Mr Irvin gave me a ride to the Oakland airport, I hand no idea it would be the last day I would see him alive. My wife and son picked me up at LAX, and we went to IHOP just down the street in El Segundo for breakfast. It was so great to spend time with my family especially after being involved in so much “crazy” over the last week, and even then, I forgot to mention…. Monday, September 27th, 2021, I woke up around 5am. As soon as I checked my phone, I knew there was something wrong. My new night auditor, Myesha, had just been scammed for $1,200 by a fake caller, posing as our hotel’s owner, Mr Patel. It was true, our owners are two brothers, last name Patel. But this fake caller had convinced Ty that I was in a secret meeting at 2am, and that she needed to break into my office, grab all the cash she could find from our daily cash deposits, and drive it over to the local 7-Eleven to deposit it into the bitcoin transfer machine, and he gave her a specific bitcoin address to send it to. So, she followed his directions exactly, and the cash was now gone. By this time, Mr Irvin, my friend and new security, was waiting in his vehicle to give me a ride to the Oakland Airport. About 2am, the fake Mr Patel called Myesha at the front desk first, convinced her that he was the owner of the hotel, and let her know that he and I needed to text with her on WhatsApp. So, she connected with him on WhatsApp and then a second phone number posing as me, connected with her as well, letting her know that I was in a meeting, and letting her know to do whatever the owner says. She broke into my office. She had to break the rear door to my office to get in there. She was told she would be fired if she didn’t do it. He told her that a package would be arriving that morning with supplies for the hotel, but we wouldn’t be able to receive the package, and get the supplies for the hotel, unless she sent them the money to pay for it. At this point, I figure most reasonable managers would have cancelled their flight to LAX to pick up their car. Not me…I was determined to see my wife and son and pick up my car. I cleaned up, got dressed, and went down to the lobby from my hotel room on the 3rd floor. When I saw Myesha, she was scared to death and freaking out. When I told her that she had been scammed, she freaked out even more, to the point where I spent about 10 minutes just helping her calm down. After all, I still had a plane to catch…Our morning front desk person arrived, Myesha went home, and as I rode with Mr Irvin to Oakland airport, we had a great laugh and conversation about this morning’s events, and I let him know I appreciated him giving me a ride. My flight from Oakland to LAX was uneventful, thank God!
After breakfast with my family, I picked up my 2015 Nissan Sentra and drove back up to Vallejo to get back to work.
Hotel Supervisor at Front Desk in the area of Reno, NV – 10-18-2022:
Guest calls front desk:
Me: Front desk, How can I help you?
Guest: I need shampoo and conditioner.
Me: I’ll have some sent up for you. Did you need anything else?
Guest: No, but when?
Me: I’m sorry?
Guest: When will you send them up?
Internally….Oh you know, I was thinking maybe next Tuesday
Me: They’ll be delivered in about 10 minutes ma’am… 
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My Reaction: Considering the guest might have actually started taking a shower, they might be wet already, and then realized they were out of shampoo and conditioner, jumped back out and dried off just enough to call the front desk to ask for more, it’s a tough call. When a guest needs something “right now” or ASAP, it’s not always easy for me to imagine the situation the guest is in, or to try to put myself in their shoes, especially if it’s super busy at the front desk.
In this situation, it’s good to have a sticky note pad nearby, write that sticky note for shampoo and conditioner and the room number, and then let the guest know “ma’am, I’ll do my very best to make sure they’re delivered as soon as possible”.
In a property with 50 rooms or less, if it’s a closed lobby, I would probably just deliver the shampoo and conditioner myself.
If there are more than 50 rooms, it’s always good to have at least 2 on staff for the 3-11pm shift, or at least have that one extra person from 3-7pm. The primary 3-11pm person should be very strong at front desk, and the 3-7pm back up person should have basic training at front desk and housekeeping, and should also be strong at houseman/public spaces cleaning duties, as well as light room maintenance, including changing light bulbs, fixing guest room TVs and remotes, and yes…plunging toilets.
The backup person could easily run up and delivery that shampoo and conditioner right away, then the guest is happy and everyone wins. If it’s after 7pm at a smaller property, it’s usually slow enough to deliver it myself.
For larger properties, depending on the property’s location and neighborhood, there are usually night people on staff for maintenance and laundry who can help deliver the goods.
Anonymous Front Desk Agent – 10-11-2022: “So we are sold out tonight and had a man come in asking for a room and I proceed to tell him I have no availability, and then the famous line comes: But, I’m a silver member. SIR WE DO NOT HAVE ANY ROOMS. 🤦♀️ What do you want me to do build you one cause you’re a silver member smh”
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My Reaction: It can be difficult to understand how some brand members can feel like they need be treated differently, or better than other brand members who have a lower status level. Especially when you see those members trying to use their status to flex it, and possibly leverage some perks.
Yet, in hospitality, the big picture desire should be for all of us to make our guests feel special when they are with us, and give them positive things to remember. In this scenario, it’s important to make the best effort to help the guest feel special. After the guest lets you know their a silver member, with a big smile, you can say something like, “Sir or Ma’am, if you don’t mind waiting a few moments, I can check a few things for you, just to make sure.” Then, go ahead and check your computer PMS one more time, and scan all of the rooms to make sure they’re truly unavailable. After that, take a look at your reservations that haven’t arrived yet, verify if the payments or pre-authorizations have been approved or declined. If you have a reservation with a declined payment or pre-auth, take a few minutes to give those guests a phone call to confirm their arrival. They may mention that they want to cancel, or they may not even answer the phone call. At that point, you can make a judgement call, cancelling their reservation, and extending the room to your silver member. Either way, even if it doesn’t work, many guests in this situation will appreciate your effort.
If you’re super busy, and the front desk has a big line, it’s totally understandable to let them know, “sorry sir or ma’am”, but otherwise, it’s always good to try to go the extra mile for them.
Front Desk Agent in the area of Rochester, New York – 10-04-2022My least favorite thing ever is when I’m on the phone, or dealing with an issue with a guest and another (much ruder) guest blurts out the issue they need me to fix, because they feel they’ve been standing there too long or feel their issue is a quick fix that deserves to be fixed first. I will handle whoever I was speaking with first. It doesn’t matter if you have to wait 3 damn minutes for me to start talking to you, I promise your life can spare it. Jeez
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My Reaction: I agree with our front desk agent in New York about that the guest at the front desk shouldn’t be blurting out their need while I’m on the phone. In this situation, I would ask the guest on the phone to hold for a moment. After I mute the phone, I would say to the guest at the front desk something like: “thank you so much for your patience, and I’ll be right with you in just a moment”. After I go back to the guest on the phone, if it’s something that can’t be resolved quickly, I would let them know “I would love to assist you with that, however, can I need to get your phone number and I’ll plan to call you back in just a few minutes, as we have a lot of check ins at the moment”. I would then get their phone number, thank them again, returning to the guest at the front desk, and then call them back right after that.