Scribd
Upload
481 views3 pages

Communicating With Intoxicated Guest

The document provides guidance for hotel staff on communicating with intoxicated guests. It advises staff to (1) be aware of early signs of intoxication and offer alternative drinks to delay more drinking, (2) avoid confrontation and remain polite and courteous, and (3) explain factually why more alcohol cannot be served and provide non-alcoholic alternatives. It also stresses the importance of (3) remaining calm, avoiding escalation, and not taking any rudeness personally.

Uploaded by

Hanna Clyscia Urbina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
481 views3 pages

Communicating With Intoxicated Guest

The document provides guidance for hotel staff on communicating with intoxicated guests. It advises staff to (1) be aware of early signs of intoxication and offer alternative drinks to delay more drinking, (2) avoid confrontation and remain polite and courteous, and (3) explain factually why more alcohol cannot be served and provide non-alcoholic alternatives. It also stresses the importance of (3) remaining calm, avoiding escalation, and not taking any rudeness personally.

Uploaded by

Hanna Clyscia Urbina
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Communicating with intoxicated guests

T-Tell Early

A housekeeping staff member should be aware of the early indications of intoxication in order to
help the guest with the necessary assistance so that he or she may still enjoy the event.

Staff: Hello ma’am, we have other of alcoholic drinks that you might enjoy, would you like some?

Guests: No, I want the beer I ordered. Please bring it now

Staff: Certainly ma’am

A- Avoid put downs

avoid putting down the guests. Instead of directly refusing to serve alcohol to the guest, try to
delay your service but not too much as it may irritate him or her.

Staff: Good evening ma’am, I’m so sorry that as much as we would like to serve you there’s really no
more beer available.

Guests: That’s unacceptable! I want the beer now!

Staff: Alright! ma’am

K-Keep calm

there will be instances that an intoxicated guests will talk to you in a rude manner. Remember
not to take it personally. Try to use a calm and controlled voice. Using loud or threatening words
or tones will only escalate the problem.

Guests: Wait! I said I ordered the beer right, you’re offering me something else. Just bring the beer right
now.

Staff: I understand that you want your beer ma’am. we are really sorry ma’am that we cannot provide it
right now since we ran out of stocks. First thing tomorrow ma’am. We’ll have your beer deliver right to
your room. How about other type of drinks ma’am?

Guests: No, I only want beer. I want it right now

Staff: Noted ma’am

E-Ever courteous

Be professional and treat the guest politely. Be courteous but firm, avoid confrontation. Always
address the guest with ma’am or her family name like Ms. Gardose.

Staff: Would you like to have another drink ma’am? To replace your favorite drink. I’ll check it right away
in our F&B department

Guest: No, I want my beer right. I’m a paying guest and I get what I want. Please go and get me another
drink

Staff: I’ll check it again ma’am


C-Clarify refusal

You need to explain to the guest why you refuse to buy him or her any drink, or to enter into the
premises or the right to remain on the premises. Always be practical with your explanations and stick to
the facts. Avoid getting emotional or personal about the intoxicated guest.

Staff: Good evening ma’am. I am deeply sorry that as much as we would like to serve you, there’s really
no more beer available.

Guests: That’s unacceptable! I want the beer now!

Staff: Certainly ma’am

A-Alternatives

You must be able to provide and explain a range of alternatives including switching to non-
alcoholic drinks or eating a meal, which will allow the guest to remain on the premises.

Staff: Hello ma’am, we have other alcoholic drinks that you might enjoy, would you like some?

Guest: No, I want my beer I ordered. I want it since like earlier. Can you please bring it now!

Staff: Absolutely ma’am

R-Report

Make sure that you notify other people of what is happening. For legal reasons, you may be required to
keep a record of events as they happen and the approach taken.

(Scene making a report)

Guest :You know bec, this hotel staff refuse to offer me some beer. Can you believe that?

Other guest: Really? How come?

Guest: Who are you?

Other staff: Good day ma’am, I’m miss Stef the housekeeping manager. How can I help you?

Guest: Your hotel staff refused me to serve me beer

Other staff: I’m sorry ma’am but there’s no more beer available

Guest: I don’t care

E-Echo

If the guest is with company, you can notify his or her friend and explain why certain actions are taking
place.
Other staff: May I ask for your help ma’am, please tell your friend Ms. Gardose that we do not have
available beer.

Other Guest: Alright, I’ll talk to her.

Other staff: Thank you ma’am, I really appreciate it

Other guest: Alright

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy