How to handle intoxicated guest ppt

Let’s face it - it’s sometimes a challenge to deal with a drunk friend or family member; though, it’s sometimes necessary when someone insists they are ok to drive, a fight breaks out, or a group of people are doing something unsafe at your party. Do your best to deal with each situation without putting yourself at risk.

• Stay calm.
• Don’t argue with the intoxicated guest.
• Don’t embarrass the guest, especially in front of other people.
• Invite the problem guest to an area away from other guests, where you can talk.
• Deal with the situation in a calm, friendly way. Speak to the person directly, and firmly explain that what they are doing is unacceptable at your party.
• Listen and empathize with your guest.  Acknowledge your guests anger or frustration, but also remind them that it is your house, and you are responsible for their safety and don’t want to see them get hurt.
• Point out that if they were sober they would agree that what they are doing is a bad idea.
• If you cannot calm the guest down or convince them to stop what they are doing, ask a friend of theirs to try.
• If you decide to ask this person to leave, remember that you are still responsible for their safety (call a cab, get someone to drive them home, or if the situation gets out of control – call the police).

How to stop an impaired person from driving:

• If the person will give you their car keys, take them and store them away.
• To get their keys, try:
  • To be calm, joke about it
  • Ask a good friend of theirs to get the keys from them
  • Find the keys while they are distracted and hide them - they’ll probably think they’ve lost them and will be forced to get a ride with someone else or spend the night
• Speak to him/her privately and suggest someone else should drive (they will be less likely to be defensive when there is no audience).
• Politely, but firmly, tell them they cannot drive because you care about them.
• If someone has had a few drinks and insists they are not drunk, rationalize that they are buzzed and shouldn’t be driving (You don’t have to be completely blitzed to have impaired judgement and driving skills).
• Tell the guest that even the first drink starts to impair your reasoning, judgement and memory.  “You could hurt or kill someone else if you drive.”
• Make it clear you are doing them a favour – this will be appreciated in the morning.
• Encourage the person to spend the night.
• Call them a cab; you may want to pay the fare in advance.
• Drive them home in their vehicle and call yourself a cab to get back home.
• Stick to your guns, don’t allow anyone to drive after drinking.
• If an impaired person drives call 9-1-1.

The first time you try these strategies will be the hardest, but remember that your actions could save your friend’s life or the life of an innocent person.

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SOP Number: Front Office SOP – 62

Department: Front office - General

Date Issued: 01-Jan-2011

Time to Train: 30 Minutes

Purpose of this SOP:

The front office team should be familiar and trained with the process of handling an intoxicated or drunk guest. The primary objective should be to avoid any injuries to the guest and inconvenience to other guests and also to follow the hotel defined standard while handling intoxicated guests.

Handling a normal guest in the hotel itself is a very important and difficult task, and handling a guest who is drunk and completely out of his senses is next to impossible and very difficult. The Front Office / Bell Desk / Concierge team should be ready to handle such a situation as good as possible mentioned this process.

Because handling drunken and intoxicated guests is very difficult, there is a certain attribute you have to possess:

• Do your best to deal with each situation without putting yourself at risk.

• Act politely.

• Always stay calm.

• Don’t argue with the intoxicated guest.

• Don’t embarrass the guest, especially in front of other people.

• Deal with the situation in a calm, friendly way.

• Speak to the person directly, and firmly explain that what they are doing is unacceptable.

• Listen and empathize with your guest.

• Acknowledge your guest's anger or frustration, but also remind them that you are responsible for their safety and don’t want to see them get hurt. 

• Invite the problem guest to an area away from other guests, where you can talk.

• Talk softly and lead him away from the public area.

• Point out that if they were sober they would agree that what they are doing is a bad idea.

• If the drunk guest is behaving rudely then the last option should be to call the security officer but try and handle the situation very calmly.

• The duty manager or the immediate supervisor should take the drunken guest away from the reception/front desk area.

• Make the guest realize that this is not the right way to talk and then acting very calmly and talking very politely with him the supervisor can escort him to his room

• The manager can also indulge the guest in some other thoughts and just keep the guest calm and as soon as possible send him back to his room.

• If the guest has come to a restaurant or bar and if you decide to ask this person to leave, remember that you are still responsible for their safety (call a cab, get someone to drive them home, or if the situation gets out of control – call the security officer or police).

Front Desk Staff: “good evening sir, how may I assist you?”

Guest: “I want to use the swimming pool now.”

Front Desk Staff: “MR. David, unfortunately, swimming is only from 06 AM to 07 PM”

Guest: “No, I am just ordering you to give access to the swimming pool now.”

Front Desk Staff: “I am very sorry to say sir after midnight the pool will be under routine maintenance hence we won't be able to give access to the swimming pool. My sincere apologies to you Sir.”

Guest: “how dare you talk to me like that just call your manager I will talk to him. You don’t know who I am. I will make sure you open the swimming pool for me, just do as I say." 

Training Summary questions:

Q1. What is the purpose of this SOP?

Q2. Who is to handle the guest in case you are unable to handle the situation?

Q3. Is it OK to argue with the drunk guest?

Q4. What are the attributes which you need to possess while handling the drunk guest?

Q5. What needs to be done if the guest asks for the manager?

Page 2

SOP Number: Front Office SOP – 46

Department: Concierge - Etiquettes and Manners

Date Issued: 22-Jul-2018

Time to Train: 20 Minutes

1. The reception or the front desk team should provide special assistance and care while check-in or check-out is done for guest with a special need or disabled guests.

2. The specially designed disabled room should be blocked for such guests, and a note or trace to be put on the reservation to do not de-block the room for other guests.

3. The front desk staff should provide assistance in filling out the registration form and passport, visa details etc.

4. In some hotels, an in-room check-in and check-out facilities are provided for such guests.

5. Ask for the method of wake-up, pick-up of luggage, if help is required when the guest needs to leave the room.

6. While check-in the receptionist calls the General Manager or Resident manager and hand over the keys to the GM or RM, they will guide the guest to the room.

7. Depending on the guest, the General manager will show all the facilities in the room, including the bathroom.

8. The General manager will emphasize to the guest that he/she can call the reception anytime by using the phone (dial 0) or by pulling the cord or pressing the switch in the bathroom.

9. During the stay of a disabled guest, all departments will do their utmost to make the stay as comfortable as possible.

10. A pro-active attitude is required while handling guests with disabilities.

11. In case there is a disabled guest staying in the room, this will be mentioned in all departments shift briefings and also informed to the hotel security department.

12. In case of an alarm raised from the disabled guest room then the adequate reaction of the staff present should be ensured.

13. An In-room check-out option is provided for disabled guests, but the billing process is done like any other check-out.

14. In case any assistance is required, the receptionist will provide this.

15. The front desk team should make sure that such guests are treated with the same respect as any other guest.

Q1. What is the purpose of this SOP?

Q2. What are the expected services provided by the front desk team for disabled guests?

Q3. Whom should be informed which check-in/out of disabled guests?

Q4. How can the disabled guest contact the front desk in case of an emergency?

Q5. Should the front desk provide in-room check-in and check-out facilities for disabled guests?

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