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Door Attendant

Real-Life Activities

Real-Life Decision Making

Dianne Scott is a door attendant (otherwise known as a doorman) for a club. She says doormen make decisions all the time. And she says a wrong decision can undermine the safety and well-being of guests, as well as the image and the bottom line of the establishment.

John Tomko is a doorman for a hotel. He agrees with Scott. A doorman must make smart decisions when dealing with guests, especially those who feel you are responsible for a mistake or an inconvenience when you are not. "The customer is a customer," he says. "You sort of bite your tongue sometimes."

You are a door attendant at a club. A small group of males is acting rather inappropriately. They are loud and are using language that is incredibly profane. Not surprisingly, they bother another group of guests. The group asks you to deal with the loudmouths.

What do you do?

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