Sample interview questions: Can you share an example of a time when you effectively managed a hotel’s online reputation?
Sample answer:
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Identified negative reviews and complaints on review sites, social media, and travel forums.
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Conducted thorough investigations to understand the root causes of customer dissatisfaction and rectify any operational or service issues promptly.
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Responded to negative reviews in a timely and empathetic manner, acknowledging the guest’s concerns and offering resolutions or apologies as appropriate.
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Implemented a comprehensive review management strategy that included regular monitoring of online platforms, prompt response to reviews, and escalation of unresolved issues to senior management for further action.
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Encouraged positive guest experiences by providing exceptional service, resolving issues swiftly, and going the extra mile to exceed expectations.
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