Empowering Hoteliers: Webinar Recap on Managing Guest Misconduct and Ensuring Safety

Empowering Hoteliers: Webinar Recap on Managing Guest Misconduct and Ensuring Safety

In a recent webinar, AAHOA addressed the critical issue of managing guest misconduct and ensuring safety, a topic brought to the forefront by the tragic death of Hemant Mistry, an AAHOA member, following a confrontation with a guest. The training, titled "Managing Guest Misconduct and Ensuring Safety," offered hoteliers invaluable tips for handling challenging situations with professionalism and authority.

The webinar featured expert insights from Pooja Mehta, Esq., chair of AAHOA's Education and Professional Development Committee, Todd Seiders of Petra Risk Solutions, and Ralph Thiergart, AAHOA Vice President of Education & Professional Development.

“We want to make you feel confident in understanding your rights as a business owner," said Seiders, emphasizing the importance of being prepared and knowledgeable.

Key topics covered in the webinar included:

• Developing and posting clear property rules

• Incorporating de-escalation phrases and techniques

• Taking proactive measures to control situations early

• Handling trespassing violations and other crimes

• Recognizing signs of potential violence and taking appropriate action

• Making a citizen's arrest and using pepper spray responsibly

Mehta highlighted a common concern among hoteliers about calling law enforcement for fear of being labeled a nuisance. Both Mehta and Seiders underscored the importance of building strong relationships with local police and provided practical tips for doing so.

The webinar recording is available on the AAHOA website as a free member benefit.