How do you handle a difficult guest?

Answer 1

Step one: Define the problem - Get a clear understanding of the problem. Ask questions and listen carefully to the response Try to understand the guest's current emotional needs. Summarize the situation with those involved to be certain the problem is clearly stated.

Step two: Evaluate your options - Examine alternatives, considering the consequences now and in the future. Ask the guest what he or she thinks the options are to resolve the situation. When in doubt about your authority to provide options, consult a supervisor.

Step three: Act now - Take action, based on the information you have aquired. Be specific when explaining to the guest what you are going to do and why you are doing it. Let everyone involved or impacted by the situation know of the action.

Step four: Look at outcomes - Try to solve the problem to your guest's satisfaction. Sometimes the guest will not be happy with the outcome, especially if it involves a safety rule that cannot be broken. Consider ways that you could have done a better job handling this difficult guest. To avoid repeating similar circumstances, see if there is an opportunity for coworkers to learn from this situation.

Answer 2

Probably politely ask them to leave and to never come back until theyve learned how to control themselves in a persons home