Module 6 : How to Handle Difficult Hotel Guests

Student Objectives: To learn about difficult hotel guests To explore some common types of difficult hotel guests To learn some tips that will help in dealing with difficult guests To understand how to put these tips into practice To understand why it is important to properly handle difficult guests 6.1 Introduction Hotel receptionists represent the front line of the hotel industry. They are, oftentimes, the first point of contact for prospective guests and remain t...