A simple step-by-step guide for all Grand Coastal Hotel staff 👇
Server: Call Your Supervisor Immediately
✅ Do This
Stay calm. Alert your Supervisor right away.
❌ Not This
Do NOT argue or raise your voice with the guest.
Supervisor: Find Out What Happened
Listen to the guest
Approach calmly. No blame, no raised voices.
Consult Head Chef & Service Manager
Review menu, pricing, and what was ordered and consumed.
Document the decision
If guest is at fault, record it as a deliberate refusal.
Security: Prepare Before Approaching
📷 Record the vehicle first
Note the license plate before approaching the guest.
🎥 Activate body camera
Camera must be ON before making any contact.
Security: Speak to the Guest — Firmly but Calmly
Say This
"Failure to pay is a criminal offense. Police will be contacted."
Never Do This
No touching, no threats, no cursing — ever.
Still Refusing? Call the Police
Contact Maria Parsram
She holds the police contact list — Superintendent Dufu's unit.
Share full details
Guest name, vehicle info, behavior description.
If the Guest Tries to Leave
Position nearby
Security may stand near exits to discourage departure.
No blocking or touching
Never physically stop a guest — ever.
If they drive off
Record plate, vehicle description, and all details immediately.
Write the Report & Blocklist the Guest
Incident Report
Time, staff, guest statements, footage, plate — submit to Admin & GM.
Blocklist
Front Desk Manager tags the guest profile. Banned from future stays.
Key Contacts
Service Manager
Troy Satrohan
Head Chef
Fabio Sarmiento
Admin & HR
Maria Parsram — holds police contacts
Security Supervisor
Javid Khan
Remember: Stay Calm. Follow the Steps. Protect the Team.
🧘 Stay calm
No arguments, ever.
🚫 No touching
Never restrain a guest.
📋 Always report
Every incident must be documented.
Share this with your team so everyone is prepared! 💪
What To Do When a Guest Refuses to Pay