Originally Posted by
skywalkerLAX
Customer Service is the keyword here. If you work in that field then you have to face situations such as these especially if it's a persistent and well known issue. That has nothing to do with abuse.
In a situation like this one can 'intervene' all he wants, my reply would have been that I didn't ask for your opinion and if you think I should take a cab then give me 20$ to take one.
No. Employees do not have to tolerate aggressiveness, verbal or physical abuse by guests.
Hyatt has a duty of care, as well as Workplace, Health and Safety requirements to uphold for its employees.
I would hope that if the guest went too far they would be removed off the property by security.