What should FOH staff do if they encounter an unruly customer?

The recommended approach for FOH staff when facing an unruly customer is to stay calm and seek assistance from management. This response is essential for several reasons. First, remaining calm helps to de-escalate a potentially volatile situation, as emotional reactions can often worsen the conflict. By not engaging the customer directly when they are behaving unruly, staff can maintain a level of professionalism and composure.

Seeking assistance from management is critical because they are trained to handle difficult situations and can offer support and authority to resolve the issue appropriately. Management is often better equipped with strategies to address unruly behavior and can ensure that the situation is handled according to company policy, which prioritizes the safety and comfort of all guests.

In contrast, other approaches, such as arguing with the customer or ignoring the behavior, can lead to heightened tensions or dissatisfied customers. These methods do not provide effective solutions, create a negative atmosphere for other patrons, and may even escalate the situation further. Thus, the best practice is to stay calm and involve management for resolution.