Sample interview questions: How do you handle situations where guests are dissatisfied with their accommodations or amenities?
Sample answer:
1. Listen actively and empathize:
– Allow the guest to express their dissatisfaction without interruption.
– Show empathy and understanding by acknowledging their feelings.
– Avoid defensiveness or making excuses.
2. Take immediate action:
– Promptly investigate the situation to assess the validity of the complaint.
– Offer immediate solutions to address the guest’s concerns.
– If the issue cannot be resolved immediately, provide a temporary solution and a timeline for a permanent fix.
3. Communicate effectively:
– Keep the guest informed about the progress of resolving the issue.
– Provide regular updates and manage expectations.
– Be transparent and honest in your communication.
4. Offer compensation:
– In cases where the dissatisfaction is severe or the issue cannot be resolved, offer compensation such as a cabin upgrade, dining credit, or onboard vouchers.
– Make sure the compensation is fair and commensurate with the inconvenience caused.
5. Follow up and apologize:
– Once the issue is resolved, follow up with the guest to ensure their satisfaction.
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