Help PHC ROBOT

[esimoens]

EXERCISE 2


SEACLUB strictly abides by regulations set forth by the local government of Siargao and DOT. We also maintain a good and harmonious relationship with the community surrounding the property. One of the house rules is that parties or events are strictly prohibited unless authorized by the management in writing.


You were about to sign off from your duty at 10 PM when you saw 20 people pass by the front desk going to Villa 3. You knew that they were having a private dinner for 5 people earlier and they were quiet during that time. When this big group enters, they start partying and they’re blasting off their music. You are receiving noise complaints from the neighbors, so the security already called the attention of the guests but they did not mind him. You are aware that the guests did not have a prior agreement with the management about holding a party.


You went to their villa to talk to them. You found out that they are high profile people, mostly politicians and businessmen. There were about 25 people partying in the villa, however, there were only 3 registered guests in the reservation. You went to talk to the lead guest and politely asked them to stop the party. A well-known and powerful politician heard the conversation and joined in. He was threatening you that he can close SEACLUB for good with just one phone call.


How would you handle the situation? What are the exact steps that you will take to de-escalate the issue?

 

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Handling this situation requires a calm and professional approach to de-escalate the issue while ensuring adherence to the rules and regulations of SEACLUB. Here are the steps you can take:

1. Remain calm and composed: It's essential to maintain your composure and not let the politician's threats affect your response. Stay confident and focused on resolving the situation.

2. Politely explain the rules: Reinforce the fact that parties or events are strictly prohibited unless specifically authorized by the management in writing. Politely inform the lead guest and the politician that their current actions are in violation of the house rules.

3. Empathize with their situation: Acknowledge the guests' desire to enjoy themselves and understand that they may not have been aware of the rules. Express empathy and let them know that you understand their perspective.

4. Apologize for any inconvenience caused: While firmly standing your ground, offer a sincere apology for any disturbance or inconvenience that the situation may have caused to them or the neighbors.

5. Present potential solutions: Offer alternative options for their enjoyment that are within the rules. For instance, suggest quieter activities or areas within SEACLUB where they can continue socializing without disturbing others. Alternatively, you can propose that they relocate to a venue that allows parties, if available nearby.

6. Highlight the consequences: Explain the potential consequences of their continued defiance, such as the possibility of receiving penalties or being asked to leave the property. Emphasize that SEACLUB values its relationship with the community and is committed to maintaining a harmonious environment.

7. Involve the management: If the lead guest and the politician remain uncooperative or continue to threaten, inform them that you will need to involve the management to address the situation. Request their cooperation in resolving the matter peacefully.

8. Document the incident: Make sure to document the incident, including details of the conversation, the number of guests, and any relevant information that may be required for future reference or discussions with the management.

9. Report to the management: After the interaction, report the incident and provide a detailed account of what transpired to the management. Seek their guidance on how to proceed and keep them informed of any developments.

Remember, it is crucial to handle the situation with professionalism, assertiveness, and respect for all parties involved, while ensuring the best interests of SEACLUB and its community are upheld.