In hospitality, you will inevitably encounter guests who are upset—or even angry. In those moments, the goal is de-escalation, not confrontation. You may not be able to control what happened, but you can control how you respond.

By staying calm, listening, and showing empathy, you can defuse tension and often turn a negative situation into a positive one. Your words and tone are powerful tools—use them to lower the temperature, not raise it.

If you want to find other tips and ideas on how to use your words in beneficial ways when dealing with stressful situations, here is a link to Jefferson Fisher's Channel where he provides quick conversation tips.

Talking to Angry Guests

When a guest is angry, they are rarely angry at you personally—they are reacting to a situation, an unmet expectation, or even stress from other areas of their life. Everyone has the right to feel upset or angry, and acknowledging that emotion is often the first step toward resolving the issue.

Taking it personally or becoming defensive only makes the situation worse. Instead, how you approach an angry guest—calmly, respectfully, and with empathy—can completely change the tone of the conversation and open the door to de-escalation.

Your response has the power to turn frustration into trust.