Managing Difficult People in Hospitality

Managing Difficult People in Hospitality Training For Hotel And B&B Staff

Manage Difficult Customers | Minimise Workplace Violence | Defuse Angry Guests

When you work with the general public, aggressive and challenging behaviour can occur at any time. Hotels are in the business of providing food, drink, comfort and luxury to their customers. But what do you do when the customer turns difficult or even violent? How do you protect your staff and other guests as well as your reputation? It’s imperative to give your employees effective training and the skills and confidence to deal with every eventuality. GoodSense delivers expert managing difficult people in hospitality training and associated courses for hotel and B&B staff, helping you to manage and reduce risk.

Our courses are for you if:

  • You manage or work in a hotel or B&B;
  • You’re looking for effective managing difficult people in hospitality training for your staff to improve personal safety, reduce risk and maintain or improve your customer service;
  • You want your staff who come into direct contact with guests – in person or over the telephone – to have the knowledge and confidence to communicate effectively and defuse challenging behaviour, whilst keeping themselves and your customers safe;
  • You need to equip your door security staff with essential SIA qualifications and your bar staff with the skills to deal with alcohol-related aggression;
  • You want to minimise the need for physical intervention;
  • You want conflict management and personal safety training for teams as well as lone worker training;
  • You need to create a risk strategy for work-place violence and meet your legal obligations and regulatory requirements.

Our nationwide managing difficult people in hospitality training gives hotel staff confidence and skill in dealing with the complex and varied situations their work often presents:

  • Managing challenging and aggressive behaviour from guests;
  • Dealing with inebriated customers;
  • Managing difficult behaviour from guests of all ages, including children and older people;
  • Communicating with customers with mental health or learning disabilities;
  • Defusing aggressive and violent behaviour, in person and over the telephone;
  • Applying physical intervention and physical restraint as a last resort.

You’ll be reassured to know that we’ve been providing managing difficult people in hospitality training since 1996 and our clients include the Forte Hotel Group and the Midland Hotel among others. You may also be interested in our training for door security staff.

Choose us for managing difficult people in hospitality training that’s highly flexible, good value and starts with a free consultation to determine what you need and how we can best help you manage conflict in your workplace. You can select from our extensive menu of hotel courses above or ask us to develop bespoke training for your particular situation.

Contact us for a free consultation about your managing difficult people in hospitality training requirements.