Handling Difficult Situations

Course Details

Course Title: Handling Difficult Situations
Course Code: HDS-FO-2503-1.1

Course Accreditation

Accreditation Type: Certificate of Competency

Course Duration

Total Course Hours: 8 hours (1 day)

Course Fee

Total Course Fee: S$180/pax

Funding Available (If Applicable):

  • Training Industry Professionals in Tourism (TIP-iT)
  • NTUC Company Training Committee (CTC) Grant
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Summary

Topics:

    • Dealing with unruly guests or disputes
    • Managing VIPs and high-risk individuals

Safety and Security Integration:

    • Escalating safety concerns discreetly to security
    • Techniques for de-escalating volatile situations

Learning Objectives and Learning Units for Handling Difficult Situations

Learning Objectives:

By the end of this course, learners will be able to:

  1. Apply effective strategies for managing unruly guests and resolving disputes professionally.
  2. Handle interactions with VIPs and high-risk individuals while maintaining service standards.
  3. Discreetly escalate safety concerns to security personnel when necessary.
  4. Utilize de-escalation techniques to manage volatile situations and prevent conflicts from escalating.

 

Learning Units:

Unit 1: Dealing with Unruly Guests or Disputes

  • Understanding guest behavior and common causes of disputes.
  • Communication strategies for calming upset or aggressive guests.
  • Implementing hotel policies while maintaining guest satisfaction.
  • Case studies of challenging guest interactions and successful resolutions.

Unit 2: Managing VIPs and High-Risk Individuals

  • Identifying and understanding the needs of VIPs and high-profile guests.
  • Handling high-risk individuals while maintaining professionalism.
  • Managing special requests and expectations of influential guests.
  • Privacy, discretion, and security measures for VIP guests.

Unit 3: Safety and Security Integration in Handling Difficult Situations

  • Recognizing signs of escalating conflicts or potential threats.
  • Proper procedures for discreetly alerting security teams.
  • Coordinating with security personnel to ensure guest and staff safety.
  • Reporting and documenting incidents for future risk management.

Unit 4: Techniques for De-Escalating Volatile Situations

  • Understanding the psychology behind aggressive behavior.
  • Verbal and non-verbal techniques for calming tense situations.
  • Establishing control while maintaining professionalism.
  • Role-playing exercises to practice real-life de-escalation scenarios.