How to Encourage De-escalation with Situational Awareness

In the hustle and bustle of the hospitality industry, maintaining an environment where your team feels included and secure is vital. With the anxiety that travel may bring, hospitality teams can see conflicts arise with irate guests and be left feeling vulnerable. That’s where de-escalation and active threat response training comes into play.

By educating your staff on how to defuse challenging situations, you not only boost confidence and competence, but also minimize risks and enhance workplace safety. De-escalation can foster positive guest experiences and transform the way your hospitality team operates.

Minimize Risks and Enhance Workplace Safety

Situational awareness is understanding one’s environment and how moving parts in that environment can impact goals or tasks. Being mindful of what’s happening around you is the central objective of situational awareness. Employees with strong situational awareness can effectively manage tasks, provide excellent customer service, ensure safety and security, and respond appropriately to changing circumstances.

Here’s some of the best practices of situational awareness for hospitality industry employees:

1. Maintain Environmental Awareness
   • Familiarity with Layout: Knowing the hotel's layout, including all exits, stairwells, and emergency equipment locations.
   • Regular Inspections: Perform routine checks of common areas, guest rooms, and back-of-house areas for any unusual activity or potential hazards.
2. Be Mindful of Guest Interactions
   • Observe Behavior: Pay attention to guest behavior and body language.
   • Personalized Service: Engage with guests using their names and ask open-ended questions to understand their needs. “Learning how not to take guests’ comments personally and providing an avenue for them to vent their frustrations often results in a better-than-expected turnout,” shared Salvatore Caccavale, Principal of Global Hospitality Security Solutions, LLC.
3. Follow Security Protocol
   • Access Control: Ensure that only authorized individuals have access to restricted areas. Be sure to check identification to verify guest reservations.
   • Emergency Procedures: Be well-versed in the hotel's emergency protocols, including fire evacuation routes, lockdown procedures, and how to handle medical emergencies.
4. Keep a Chain of Communication
   • Clear Reporting Channels: Know whom to contact in case of an emergency or suspicious activity. Maintain a list of key contacts, including security, management, and local authorities.
   • Use of Technology: Utilize security cameras, alarm systems, and communication devices effectively to monitor and report incidents.

Create a Culture of Support and Empowerment

Encouraging a culture of support and empowerment within a hospitality team is crucial in creating a positive work environment that fosters growth and success. When team members feel supported and valued, they are more likely to approach challenging situations with confidence and professionalism.