It sounds like you need to develop a training program or
procedure to address your concerns. Start by recording specific incidents - exactly what
happened, what is the complaint, what did the staff member do that was inappropriate? As
your list grows, you should be able to identify patterns that indicate the most common
problem areas.
Once you have an understanding of the most
frequent problems, you can start determining how to help your staff members respond more
appropriately to those situations. This may involve direct teaching of different ways of
acting; creating role-model demonstrations to help them see and hear other, more
acceptable approaches; providing advanced language instruction to help with
communication skills; giving more detailed orientation regarding the expectations guests
bring with them when they come to your facility; helping staff members to appreciate
that happy guests allow your hotel to continue to have business - which means they
continue to have a job!
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