Handle Abusive Customers
The scenario below demonstrates how to effectively handle an abusive customer.
You are the night supervisor of a hotel lounge. A guest, who is a regular at the hotel, walks into the lounge. She is an executive at a large corporation that holds many conferences and events at the hotel. As you greet her, you smell alcohol on her breath and note that her speech is slightly slurred as well. You discreetly inform the bartender to watch her consumption and you remain close by as a precaution.
After one drink, the guest gets up to go to the washroom and falls down. You walk over to see if she is okay. She jokes about how the chair was wobbly. You agree and get a new chair for her. Then she wants to order another drink. The bartender suggests finishing the night with a cup of coffee and -- in accordance with provincial regulations -- the bartender does not serve another alcoholic beverage to this guest. She becomes angry and calls you over.