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Courtesy & Manners · Ethics
Colleague starts internal talk in guest area
Situation: Staff discuss understaffing, peers, or schedules at host stand/lobby
Forbes focus
Never discuss internal hotel business within guest earshot.
Step sequence
Step 1 · Redirect now
“Let's finish this in the back — I'll join you in a moment.”
Smile; move conversation out of guest hearing immediately.
Step 2 · Resume guest presence
“Welcome — how may I care for you?”
Step 3 · Coach later
Private coaching only — never correct a peer harshly in front of guests.
Do say
- · Let's continue this back of house
- · Welcome — how may I care for you?
Don't say
- · We're so understaffed
- · She never shows up
- · This hotel is a mess
Related modules
Quarterly completion
Select your name under Staff & quarterly before marking this script complete.