Hospitality with Rein Pastoor - No, the customer is not king!....

And neither did the guest!

The question most often asked at a hospitality workshop is how to deal with difficult guests.

Increasingly, there are guests who do not behave 'nicely' in some way by being way too loud or by making misplaced remarks.

But sometimes guests are downright abusive, intimidating or otherwise cross a line.

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If you do an internet search, you'll find mostly that you have to be empathetic towards a 'difficult' guest, that you try to see through the guest's eyes and that you really listen to them.

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Certain behaviour is simply not permissible and then intervention is simply allowed. Engage with the guest in a direct and clear manner, where an essential option is to ask the guest to leave the catering establishment.

Is that welcoming?

Yes indeed, hospitality is not about one guest, but about the guest. So also the other guests present who may be inconvenienced by this.
AND hospitality also only works both ways. So if a guest is far from hospitable, kindly refer them out the door.

Clear?

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Hospitality Expert Rein Pastoor writes a short column about what strikes him around hospitality. Would you like to comment on this column? Follow us on LinkedIn.