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Lesson details

As a manager you have to take ownership of everything that’s happening in your venue – and while it may not be pleasant, dealing with difficult customers is part of this responsibility.

Disgruntled or hostile guests can hurt the reputation of your business and ruin the dining experiences of those around them, so it’s important to handle the situation in a calm and professional manner – and do everything in your power to remedy the problem.

Restaurant consultant Mike Ganino shares his tips for turning a negative situation around.

What you'll learn in the Dealing with a hostile guest lesson

  • How to deal with difficult customers in a restaurant
  • How to handle hostile situations with guests

Who the Introduction to hospitality management course is for

This online course is ideal for new hospitality managers, or for servers looking to skill up!


Mike Ganino

As a restaurant consultant and trainer, Mike Ganino teaches managers how to be more effective leaders, create better team cultures and drive organizational growth.

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