Being a hotel operator, must be knowledgable,managable and understanding. I did came across an aggressive guest which was not your fault but you need to apologize to the guest because you're working in a service industry line. Furthermore, not just being apologize you must think a solution how to make the guest appreciated and Satisfied in our service.
Look at the brighterside, some guest are really sweet and nice. You felt that you are friend of theirs.
hopefully, i would excel more in hotel management in future.
It's my pleasure to serve you...............
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