Torres Consulting

Tackling the abuse problem in Hospitality

A very recurrent topic when training hotel staff: how helpless they feel when abused by customers. If abuse is not tolerated in airlines or hospitals, why is it still something common in hospitality?

The flexible approach to this kind of behaviour from Hotel managers, who tend to let it go for fear of bad critiques on the likes of Tripadvisor, supports a feeling of entitlement from guests that can only keep spiralling unless tackled well and soon.

Pablo Torres

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