Stevens, Rachael, Stevens, Martin, Ashton, Mark, Gebbels, Maria ORCID: https://orcid.org/0000-0001-9623-2655 and Pantelidis, Ioannis (2025) Tough guests, smart moves: helping employees navigate challenging hospitality encounters. International Hospitality Review (IHR). pp. 1-9. ISSN 2516-8142 (Online) (doi:10.1108/IHR-08-2025-0078)

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Abstract

The hospitality industry is increasingly vulnerable to guest misconduct and fraud, particularly scams such as “dine and dash,” which have risen nationally in recent years. Tough Guests, Smart Moves: Helping Employees Navigate Challenging Hospitality Encounters investigates how these behaviours affect staff morale, retention, and organisational resilience, while presenting practical tools to address them. Using a case study of 112 employees across three luxury hotels, workshops and thematic analysis identified five recurring themes: guest interactions and staff awareness, guest identity and behaviour, payment security, booking patterns, and high-value transactions. From these findings, a behavioural checklist and a RED/AMBER/GREEN guest model were developed by an experienced hospitality leader and a retired senior police officer. The tools empower frontline employees to recognise suspicious behaviours, de-escalate conflict, and apply consistent responses without over-reliance on managerial intervention. Implementation led to measurable improvements, including reduced fraudulent compensation, more secure payment practices, improved cross-departmental communication, over £10,000 in revenue protection in one year, and a marked boost in staff confidence and morale. The study highlights that outdated maxims such as “the customer is always right” perpetuate staff dis-empowerment, inconsistent decision-making, and financial loss. By contrast, empowering employees with structured processes and training promotes both safety and service excellence. This research contributes a replicable framework for operators, addressing a longstanding industry gap in tackling guest incivility and fraud. It calls for sector-wide adoption of consistent practices that safeguard employees, ensure legal compliance, and protect commercial performance, while still upholding exceptional guest experiences.

Item Type:	Article
Uncontrolled Keywords:	hospitality management, employee well-being, conflict resolution, workplace safety, operational resilience, customer fraud
Subjects:	G Geography. Anthropology. Recreation > GT Manners and customs G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > H Social Sciences (General)
Faculty / School / Research Centre / Research Group:	Greenwich Business School Greenwich Business School > School of Management and Marketing Greenwich Business School > Tourism and Marketing Research Centre (TMRC)
Last Modified:	06 Nov 2025 16:52
URI:	https://gala.gre.ac.uk/id/eprint/51480

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