Have you got a drunk guest behaving badly in your hotel? Here are a few ways to approach the situation and prevent it from escalating:
Stay Calm and Professional
When dealing with a drunk guest, it’s important to remain calm and professional. If you feel uncomfortable or unsafe, ask another staff member to assist you. Avoid speaking in a confrontational or aggressive tone, as this can escalate the situation. Speak in a calm, respectful manner, and listen to the guest’s concerns.
Assess the Situation
Assess the situation to determine if the guest is a danger to themselves or others. If the guest is not causing harm, offer to help them to their room or suggest that they rest in a common area until they sober up. If the guest is being disruptive, causing damage, or posing a danger to themselves or others, you may need to take more aggressive action.
Use a Non-Confrontational Approach
Use a non-confrontational approach when speaking to the drunk guest. Offer to help them in any way you can, such as calling a friend or a taxi to take them home. Avoid using force or making threats. Provide clear and concise information about the situation and the hotel’s policies.
Call Security or the Police
If the drunk guest is being disruptive or causing damage, you may need to call hotel security or the police to help de-escalate the situation. Ensure that your staff is trained on how to call for assistance in these situations. Make sure that you provide accurate information about the guest’s location and behavior.
Limit Access to Alcohol
If you have reason to believe that the guest is continuing to drink, you may need to limit their access to alcohol. For example, you can cut them off at the hotel bar or limit the amount of alcohol they can order through room service. You may also want to consider implementing a policy that restricts alcohol service after a certain time to prevent similar situations from occurring in the future.
Document the Incident
Document the incident in case of legal action or if the guest continues to be a problem. Document the guest’s behavior, the actions taken by hotel staff, and any additional information that may be relevant. Keep the documentation confidential and only share it with relevant parties, such as a solicitor or the police.
Provide Resources
Provide resources to the drunk guest, such as a list of local taxi services. Offer to help them contact a friend or family member to assist them. If the guest appears to be severely intoxicated or needs medical attention, call an ambulance.
Evict the Guest if Necessary
If the drunk guest continues to be disruptive or pose a danger to others, you may need to evict them from the hotel. Consult with a lawyer if possible to ensure that you follow the correct eviction procedures. Make sure that you provide the guest with a clear explanation of the situation and the reasons for the eviction.
By following these steps, you can handle a drunk guest in your hotel with sensitivity, professionalism, and care. Remember to prioritise the safety and well-being of your guests and staff, and be prepared to take appropriate action if necessary.
