Remain calm, composed, and empathetic. Always. If a guest is wrong, you are still calm. If a guest is rude, you are still calm. If a guest is escalating, you are de-escalating.
Never argue. Always defer to the MOD if you cannot resolve it within 30 seconds.
A guest who feels argued with becomes a 1-star review and a story they tell their friends for years. A guest who feels heard, even when they're wrong, becomes a story about how cool the staff at Lancey was.
"You're right, I'm sorry. Let me make this right."
Then make it right within the Empowerment Framework.
See the Corrective Action Framework.