Head of Gastro demands: Staff should regularly train conflicts with a professional!

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The couple who run the Berghotel and Restaurant Oeschinensee are tired of bullies threatening their guests. He drew his conclusions: The hotel remains closed during the summer months. Self-service is now available in the restaurant.

Casimir Platzer (60) also knows about members’ feedback on rowdy guests. He is president of the gastrosuisse association and knows: “The topic is being asked more and more in seminars and also in company training courses.”

have a reducing effect

Above all, bishops need to know how to respond to guests’ malicious and violent behavior and be trained accordingly. “The first step is to create a tension-relieving effect on the guest concerned,” says Platzer. If this becomes obvious, the supervisor should protect employees.

Sometimes it is enough to take the guest out of the restaurant. “Otherwise you should call the police,” Platzer says. It is very important that the corresponding scenes are trained regularly. “And with a pro!” says Platzer. Only this will bring something. Homeowners are encouraged to appear confident. “You can also call the police very early,” he says.

Everything is no longer immediately available

Maurus Ebneter (59), President of the Basel-Stadt Home Owners Association, doubts that the switch to self-service will change much. “There will still be a lack of decency, frustration and destructiveness,” she says. Even if you don’t expect threats or even violence in an idyllic place like Lake Oeschinen. “In the crowd, some people are less shy,” he believes.

“Unfriendly and impatient customers are a phenomenon of mass tourism combined with a lack of workers. Many restaurants and hotels have too few staff,” says Frieder Voll (41), a tourism expert at the University of Applied Sciences in Graubünden. So the pressure on these workers is much greater. “In the past, customers were used to everything being available instantly and at all times. As a guest, you have to get used to the new conditions for the first time. The problem is of course much worse in touristic areas,” he says.

encourages frustration

In addition, online voting and commenting functions have been established in recent years. “Guests are used to adding a dime to everything now. In the past, slow service would bother you – after a quarter of an hour you’d already forgot everything,” says Voll. “Instagram and other social media also sometimes convey a distorted picture. This encourages frustration among tourists.”

Source :Blick