Resolving Conflicts and Dealing with Difficult Guests

Format

Online Course

Starting date

October 2024

Language

English

Duration

40 - 60 minutes

About the course

Hospitality is a demanding industry where guest satisfaction is a top priority. In a hotel setting, managing conflicts and handling difficult guests are essential skills for staff, as negative experiences can significantly damage a business's reputation. To protect the harmony of the hotel environment, resolve problems, and maintain positive relationships with guests, staff training in conflict resolution techniques and handling difficult situations is a necessary investment for any hotel.

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Contents - Topics

Learning Objectives

Upon successful completion of this course, you will be able to:
  • Define what conflict is in a hotel setting.
  • Identify different types of conflicts in a hotel and their potential consequences.
  • Recognize the typical behaviors of difficult guests and the factors contributing to them.
  • Apply appropriate techniques and strategies for de-escalating conflicts in a hotel environment.
  • Use practical tips for handling difficult guests in a hotel.
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This course is addressed to

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  • Hotel managers and employees