Be Prepared: Managing Difficult Guests and Other Situations
Event Information
Date
Thursday, November 21 | 4:25 - 4:45 pm
Location
EDUTalk Stage S220DE
Session type
EDUTalk
Tracks
Family Entertainment Centers
Description
When difficult situations arise, is your team and facility prepared for a positive outcome or positioned for failure?
Join 18 year hospitality and entertainment veteran Cara Bischoff as she shares best practices and some lessons learned through mistakes made.
We'll look at how to handle everything from guest altercations to botched birthday parties, inclement weather conundrums, staff shortfalls, game floor grievances, and guest injuries.
Learning Objectives
-Learn ways to be proactive to avoid escalated encounters
-Gain tips and tactics to quickly diffuse difficult situations in the moment
-Do's and Don'ts: how not to make things worse.
-Learn best practices and lessons learned from industry veterans
-Gain tips and tactics to quickly diffuse difficult situations in the moment
-Do's and Don'ts: how not to make things worse.
-Learn best practices and lessons learned from industry veterans
Speakers
