Course
Handling Aggressive Guest Behaviour
Working in hospitality means creating positive guest experiences even when situations become challenging. Most guests are respectful, but there will be times when frustration builds and emotions run high. How staff recognise and respond to these moments can make a significant difference to both guest outcomes and staff safety.
Course
15-20 minutes
English
Course overview
Handling aggressive guest behaviour is an essential workplace training course designed to help hospitality teams respond confidently, professionally, and safely to difficult situations. This course supports employers in creating a safer workplace, protecting staff wellbeing, and maintaining positive guest experiences in high-pressure environments.
Languages
Available in English
What you’ll learn
- Recognise verbal and non-verbal signs that a guest’s behaviour is escalating.
- Use practical de-escalation techniques (tone, body language, active listening) to calm aggressive situations.
- Set clear boundaries while maintaining professionalism and guest dignity.
- Decide when and how to escalate to a manager, security, or emergency services in line with procedures.
Why choose this course?
- Help improve staff safety and confidence in challenging situations
- Support WHS compliance and reduce workplace risk
- Promote a safer, more positive guest experience
- Provide practical, industry-relevant hospitality training
Legal context
Employers have a duty under Work Health and Safety (WHS) legislation to provide a safe working environment for employees, including managing risks related to occupational violence and aggressive behaviour. Providing staff with training in conflict management and de-escalation can help businesses reduce workplace risks and support compliance with WHS obligations.
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Frequently asked questions
Our courses are designed for businesses in the hospitality industry looking to provide professional training for their staff.
At the moment, our courses are available exclusively to businesses through subscription plans.
If your employer has assigned you this course, simply log into our learning management system (LMS) using the credentials from your welcome email. Need help logging in? Contact our support team.
Enjoy unlimited access to our entire course library, including this course and any future additions.
Absolutely. We can tailor the course to fit your organisation’s specific needs, culture, and policies. Contact our sales team to explore customisation options.
Our courses are delivered online through our easy-to-use LMS platform or can be provided in SCORM format to integrate with your own LMS.
Absolutely! Schedule a free demo to explore our courses and platform.
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