Sample interview questions: How do you handle situations where a guest is dissatisfied with the quality of service provided by other hotel departments?
Sample answer:
As a Front Desk Manager in Hotel Management, it is crucial to handle situations where a guest is dissatisfied with the quality of service provided by other hotel departments in a professional and effective manner. Firstly, I would empathize with the guest and actively listen to their concerns, ensuring that they feel heard and understood. It is important to maintain a calm and composed demeanor throughout the interaction.
Next, I would apologize on behalf of the hotel for any inconvenience caused and assure the guest that I will personally address their concerns. It is essential to take ownership of the situation and show genuine concern for the guest’s dissatisfaction. I would then gather all the necessary information from the guest, including specific details about the issue, the department involved, and any relevant staff members.
After understanding the guest’s concerns, I would promptly take action to rectify the situation. This may involve contacting the relevant department or staff member to investigate the issue further. I would ensure that the guest’s feedback is documented and shared with the department in question, emphasizing the importance of improving the quality of service provided.
To prevent similar incidents in the future, I would suggest implementing regular communicatio… Read full answer
Source: https://hireabo.com/job/11_0_1/Front%20Desk%20Manager