"I want to go up to the 86th level (upstairs) Petronas Towers "- an application that is prohibited by local authorities. "I want a room with sea view" - says a guest to check in to a hotel that is in the middle of the city.

A clear and simple answer to all the above questions would say NO, but nevertheless, It is an absolute taboo to say no, not to mention if you want to suggest. Well Then, How we respond to the seemingly unreasonable demands from the perspective of the clients are completely legitimate and justified? Is there an equivalent of 'Abracadabra' could come to our aid in these common situations?

I fear that there is a magic word to say no, however you can take a couple of techniques and become successful in not letting this forbidden word give your guests a generally bad impression and discourage your colleagues. Some of these techniques are:

1 – Try to have a positive conversation

Whichever type the adverse situation, try to stay calm and try to steer the conversation towards a more positive tone. After a long haul flight and traveling with two small children anyone would be nervous to know that your room is not ready upon arrival. But nevertheless, instead of reminding your clients the duration of your trip and how tired he was, would be more useful to engage in a more exciting conversation as what their plans while they are in town, talk about interesting events that are more familiar and captivate their interest, taking your mind away from the problems of your trip.

2- Offer an alternative

As much as we like to say "yes" to all our guests at all times, some situations beyond us and if we have to say no, we must be able to offer suitable alternative. If a room with sea view is not available in a bustling city, a room with iconic view or an alternative scenic charm, (with an impression of GPS Google maps explaining that the sea is 80 the 800 miles away), have the same positive impact on a client and you make sure they leave the reception with a sense of satisfaction and perhaps even delight.

3- Wear suitable substitutes subtle

We have to thank the Castilian, having a lot of synonymous words that can be used as substitutes for 'No', and are much more readily acceptable to a relatively less negative connotation. For example, I try to use the words "excluded", "Temporarily" out of service, "We will try". We have to get into the habit of using more often synonyms for us.

4-Be empathetic and sincere

If we fail to comply with a request, then we have to exude empathy and fairness of our inability and offer suitable alternatives. A genuine assistance, an apology and empathy are always recognized and remembered fondly by customers and as has been scientifically proven, it's not what you say, but how you say it that matters most.

5- Build relationships

Meet guests, builds a relationship and relate to them, because in this way you will ensure that you remember everything that was done to them rather than not. They are small acts that go a long way, something as simple as a courtesy call or a personalized greeting with an amenity leave an everlasting impression.

6- Being a good coach and guide your team

All these tips can be instilled in the members of our team in a fun way, entertaining and effective to ensure a consistent implementation. It has to come very naturally to them and how to ensure that information is flowing to the computer is during the day. Groups motivated work, interested and engaged (staff) will translate into equally motivated and enthusiastic customers (Customers).

The hotel may be unable to completely eliminate the word 'NO' in our lexicons. But nevertheless, with the techniques mentioned above, We can turn difficult situations into opportunities and give our customers a more seamless experience teams.