When a guest comes to you with a problem, if they’re raving mad, yelling or clearly frustrated, your first job is to keep your cool. If you start yelling too all is lost.

Then you work the LAST acronym - Listen to the guest, Apologise to the guest, Solve the problem and Thank the guest.

In our previous two articles we covered Listen and Apologise - show the guest you have listened and you understand their complaint by repeating it back to them. Then quickly apologise - not for what you did (if you didn’t do anything wrong) but that the guest is upset: “I’m really sorry the fact that breakfast is not included in the room is upsetting you, sir, I can see how it would.” Don’t give any excuses even if there are some to give.

Now it’s time to solve the guest’s problem. Frequently, this is rather simple as the guest has usually misunderstood something or needs something clarified or pointed out: “Yes, it does state on the website you used to make the reservation that breakfast is not included, I’m sorry you missed it, we’ll try to make that clearer on the site in the future.” Then offer them a half-price or complimentary breakfast.

Solving a problem doesn’t mean giving the guest whatever they want. It means satisfying the guest so they leave with a positive experience. Often, they’ll be satisfied with the first two steps, especially when their complaint is actually groundless. Most people are reasonable enough to calm down once it’s pointed out to them that they’re in the wrong and are genuinely grateful that you did so gently and tactfully, mindful of their feelings.

And sometimes you have to go the extra mile to head off abuse on social media. Move the guest from a perfectly good room to one exactly like it that satisfies them. Spring for the drinks. Overlook the late checkout due to a problem the guest thought they were having.

But most of the time, if you listen carefully and empathetically and apologise genuinely without offering excuses, the solving has taken care of itself.