Sample interview questions: Can you share an example of a time when you successfully managed a hotel during a crisis communication or reputation management challenge?
Sample answer:
- Situation: During the peak tourist season, a major water main break caused the hotel to lose running water for multiple days.
- Action:
- Quickly communicated the situation to guests, assuring them that the hotel was working diligently to resolve the issue.
- Provided alternative accommodations for guests who were unable to stay at the hotel due to the lack of water.
- Arranged for portable restrooms and hand-washing stations to be placed throughout the hotel.
- Distributed bottled water to guests and staff.
- Worked with the city to expedite the repair of the water main.
- Once the water was restored, the hotel provided complimentary meals and services to guests as a gesture of goodwill.
- Result:
- The hotel’s quick response and proactive communication helped to minimize the impact of the crisis on the hotel’s reputation.
- Guests were understanding of the situation and appreciated the hotel’s efforts to accommodate them.
- The hotel was able to maintain its occupancy rate du… Read full answer