As a manager, one of your most important roles is to guide your team through guest interactions, particularly when issues arise. But, how do you know when to step in and take control, and when to empower your team to handle the situation on their own?
Knowing when to intervene can make the difference between a smooth resolution and a bigger problem. At the same time, you want your team to know you have confidence in them and that you see them as capable employees. Balancing both can be hard.
That’s why we created this guide. These practical decision-making frameworks will help you determine when to step in on a guest issue and when it’s best to let your team resolve it on their own.
Signs That It’s Time to Step In on Guest Issues
1. Escalation is Needed When Emotions Are High
If a guest becomes increasingly frustrated, angry, or emotional, it may be a signal that the situation is escalating beyond the capacity of your team to manage. While your frontline staff may be well-trained in handling minor issues, situations that stir up significant emotion require a more experienced approach.
If you notice signs of aggression, hostility, or intense emotional reactions from the guest, step in immediately. Your calm demeanor and authoritative presence can de-escalate the situation more effectively than someone who’s still learning to manage these high-stress moments.
2. Escalation Is Necessary When the Issue Is Outside of Your Team’s Authority
Sometimes, issues arise that your staff simply doesn’t have the authority to handle, like comping a guest’s bill or offering a refund. Empowering employees to make decisions within their scope of responsibility is important, but there will always be boundaries.
If the guest requests something that your staff doesn’t have the authority to provide (e.g., a refund, special accommodations), that’s a clear signal it’s time for you to step in and make the final decision.
3. Escalation Is Needed When the Guest’s Expectations Are Unreasonable
Guests will often have high expectations, and not all can be met. If the guest continues to push for something that’s outside of your company’s policy or what’s possible to accommodate, it’s crucial to step in and help manage their expectations.
If the guest becomes unreasonable or starts making demands that are impossible to meet, stepping in can prevent your staff from becoming overwhelmed and allow you to offer a diplomatic explanation that’s more likely to be well-received.
4. Escalation Is Needed When There’s a Risk to Reputation or Compliance
If the issue could damage the reputation of your business or violate any legal requirements, it’s essential that you step in quickly. Whether it’s a compliance issue or something that could lead to negative online reviews, managing the issue promptly can prevent a minor inconvenience from turning into a major setback.
If the situation involves any legal, safety, or reputation risks, don’t hesitate to step in and guide the resolution. Your role as a manager is to minimize risk and maintain the integrity of your company.
5. Escalation May Not Be Necessary When the Issue Is Small or Manageable
Not every issue requires you to take over. Sometimes, your team will be able to resolve a guest’s concern quickly and effectively. This is where empowering your staff to handle issues themselves is key.
If the situation is minor or the team has the experience and authority to solve the issue, let them handle it. Empowering your team not only builds their confidence but also fosters an environment where they feel trusted and valued.
4 Tips for Empowering Your Team to Handle Guest Issues
While these 5 situations require you to step in, there are many, many more that don’t, and you want your team to feel empowered to handle those challenges on their own. Here are 4 tips that can help set them up for success.
Provide Clear Guidelines
Ensure your team understands their roles and authority levels in guest interactions. Clear boundaries help staff make decisions quickly without needing to escalate every situation.
Encourage Active Listening
Encourage your team to listen actively to guests’ concerns. Many problems can be resolved simply by showing empathy and addressing the root cause.
Regular Training
Equip your team with conflict resolution techniques and problem-solving tools. The better trained they are, the more likely they’ll be able to manage difficult situations on their own.
Create a Supportive Environment
Encourage your team to seek help when they need it, but also allow them to try solutions on their own. A supportive work environment helps team members feel confident in making the right decision.
Empower Your Guest Services Team With Quality Training
Knowing when to step in and when to empower your team is a crucial skill for every manager. It’s about finding the balance between supporting your staff and protecting the interests of your company. By understanding the signs of when escalation is needed and when your team is ready to handle the issue themselves, you can ensure that guest interactions end positively as much as possible.
If you want to help your team better navigate these situations, check out our Working With Upset Guests course, where you can learn key strategies for de-escalation and providing excellent guest service.
