Sample interview questions: How do you handle situations where a guest has a complaint about noise or disruption caused by other guests?
Sample answer:
-
Acknowledge and Apologize:
-
Begin by expressing genuine empathy and understanding towards the guest’s complaint.
-
Acknowledge their concern and apologize for any inconvenience caused.
-
Listen Actively:
-
Give the guest your full attention and actively listen to their complaint without interrupting.
-
Let them express their concerns fully and take notes if necessary.
-
Investigate the Situation:
-
Gather relevant information about the complaint, such as the time, location, and nature of the noise or disruption.
-
Determine if the noise or disruption is caused by other guests or external factors.
-
Take Prompt Action:
-
If the noise or disruption is caused by other guests, take immediate action to address the issue.
-
Contact the guests responsible for the disturbance and request them to quiet down or move to a different area.
-
Provide Alternative Accommodations:
-
If the noise or disruption cannot be resolved quickly, offer the guest an alternative room or suite that is quieter and more comfortable.
-
Read full answer