The employees should learn to listen very keenly to the guests and speak with discretion
while talking to the guests face to face. While letting the guests know what they ought to do, they
should build and earn the trust of the guests. In expressing their concerns, they should be very
personal but not get too casual with the employees. Some communication technology etiquette
can be applied by the employees while communicating with the guests.
WEEK 3 ASSIGNMENT 2
2. How should staff members request that guests voluntarily give up their keys?
The first impression is significant to the guests, and therefore when they come in, the
staff members should command some respect from these people. One thing the staff should fight
is the possibility of a wrong perception forming in the minds of these guests at any point. The
team can greet the guests as they enter and make eye contact and smile at the guests when they
are in the rooms. Clearly, the team can state convincing reasons for the guests to give their keys.
3. What should employees do if the guests refuse to surrender their keys?
The employees should do their best to convince the guests to surrender their car keys.
However, if their efforts fail, they have the option of telling the management of such an
occurrence or not serve the guest with any intoxication. The guest can be said not to get access to
the services of the restaurant based on the conditions that are present.
4. How should staff members arrange for alternative transportation?
When the guests need to move to their various places of residence the employees should
consider the services of the known transport service providers. In cases where the guest is ill,
emergency rides can be handy for use in such a situation. The staff members can also use the
services of one of their own in this process. With the Ride Home program, such transportation
needs can be adequately addressed.
5. When would you or your employees contact local law enforcement for assistance?
There are specific times when the employee can contact a law enforcement agency for
assistance. One of such cases can be assault for instance when the guests engage in fights that
results into some injuries. Sexual harassment can be another reason to call the police or theft. At
WEEK 3 ASSIGNMENT 3
these points, when the incidences are extreme, then the police should be contacted with