Ensure professionalism in front desk staff by providing training, support, and clear protocols. Teach customer service skills, de-escalation techniques, and company policies through role-playing. Equip them with scripts for common issues and encourage a calm, composed approach. Offer managerial backup and teach stress management to build resilience. Reinforce positive feedback and train them to set firm but courteous boundaries. Ensure they know when to escalate issues or involve security. With the right tools and support, they’ll confidently handle difficult guests professionally.

One tactic that has always been helpful for me is reframing an age-old adage. Why is this guest difficult? Why are they mad at me? These are typical thoughts that will go through our teams’ minds. We have all been taught that “the customer is always right.” As leaders/owners/managers this makes sense. Without them we have no revenue or business. To an entry level team member (especially when they are being mistreated) this mindset may not sit well. I have flipped the script on this and shared that in difficult situations customers can be wrong, however they deserve to feel right. Approaching it from this angle allows the team to let down their guard and to be less defensive.

I always guide my new team members by staying beside them during tough guest situations. Once, a guest was very upset, but I calmly handled it while the new staff watched and learned. Real-time support and leading by example work best.

Dealing with irrate or difficult customers is inevitable in the Hospitality service industry. Many times persons are of the view that we are maids. However, the word Hospitality happens to include "hospital-ity". If we think about it at a hospital we take care of patients and pamper them to make them feel comfortable while they recover. So too is our jobs as Hospitality professionals; with this view in mind we will be able to deliver. First we must listen with intent to what they are saying, really hear them out. Then apologize, not over apologize but show that you understand their perspective and you are willing to provide a solution. Seek approval or escalate the matter if required and follow up that the experience has been improved.

In hospitality, professionalism is the foundation of unforgettable guest experiences, especially when faced with challenges. I empower my front desk staff through immersive training—teaching them conflict resolution and equipping them with the tools to remain composed. But training is just the beginning. I foster a culture of continuous support, where open communication allows staff to share concerns and learn from each other. Clear, consistent guidelines ensure they act with confidence and integrity. When you equip your team with the right mindset and resources, they transform challenges into opportunities to shine.