At KeyNinja, we value the priority of providing excellent guest services. We understand that perfecting guest experience is tough especially when you encounter guests with difficult characteristics. If you are unaware of how you may proceed in delivering the right dialogue during this scenario, here’s what you can do to get it right!

1. Be sure get KN-Support involved so he/she can intervene and help with the problem.
2. Actively listen. Try to understand the complaint and if it’s a legitimate problem.
3. When guests get aggressive, stay calm and don’t engage.
4. Once the issue gets solved, don't forget to apologise on behalf of KN Team, even if it wasn't our issue

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