Encountering Unacceptable Behavior: A Hotel Staff's Perspective

As a hotel staff member, you might be familiar with encountering various situations that test your patience and professionalism. In this article, we delve into firsthand accounts of inappropriate behavior, provide insights into appropriate responses, and share tips on handling such incidents.

Case Studies

Over the years, I have faced multiple instances where guests misbehave in ways that seem harmless but still call for intervention. Here are a few examples that highlight the diverse situations we may face in the hospitality industry.

Swimming After Pool Closure

One night, a young lady walked into the office around 11 PM, pleading for permission to swim in the pool despite it closing at 9 PM. She claimed it was her birthday, but her request was denied based on the hotel's policy. After an hour of argument, I heard a noise outside the pool. Sure enough, she had jumped the fence and entered the pool. We escorted her out and sent her back to her room, concluding that some guests can exhibit such disrespect.

Invading Privacy and Misappropriation

One occasion, I caught a guest in my apartment reading my newspaper and drinking from my beverages, claiming they thought it was the hotel lounge. To resolve the situation, I added the cost of the drinks to the account and deleted the use of the private accommodation to avoid further complications. This case teaches us to balance our guest's requests while respecting our personal space and property.

Pet Misdeeds

My dog once attacked and bit a friend of mine who was sneaking around and attempting to steal personal belongings. While a pet's actions are not directly under your control, it's essential to act quickly and ensure the safety of your staff and property.

Uninvited Guests Enjoying Personal Space

On another occasion, we returned home to find my sister's friends eating our food and watching TV when we came home from running errands. This behavior is not appropriate and should be addressed immediately.

Lessons Learned

In most cases, it's best to adopt a lenient approach as long as the guests are not causing damage to the hotel's property, reputation, or disrupting other guests and staff. However, when these conditions are not met, decisive action is necessary to maintain a conducive environment for all guests.

Handling Inappropriate Behavior

Here are some tips for dealing with such situations:

Stay Calm: Keeping your emotions in check will help you handle the situation more effectively. Adhere to Policies: Ensure you are well-versed in the hotel's policies and enforce them consistently. Professionalism: Maintain a professional demeanor to set a good example for other guests and staff. Record Incidents: Document the incident in detail for future reference and to support your actions.

Conclusion

As a hotel staff member, it is crucial to remain vigilant and address inappropriate behavior promptly. While some incidents may seem trivial, maintaining a high standard of conduct is essential to ensure a pleasant experience for all guests and uphold the hotel's reputation.