Sample interview questions: Can you provide an example of a time when you had to handle a difficult negotiation related to contractual terms or cancellation policies?
Sample answer:
One example of a challenging negotiation I encountered as a Hotel Management > Sales Manager was when a corporate client requested a cancellation of their large group booking due to unforeseen circumstances. The client had initially signed a contract agreeing to a non-refundable deposit and a strict cancellation policy.
Understanding the importance of maintaining positive client relationships, I took a diplomatic approach to address their concerns. Firstly, I arranged a meeting with the client to discuss the situation in person, as face-to-face communication can often be more effective in such circumstances.
During the meeting, I empathized with their situation and listened carefully to their concerns. I then explained the hotel’s perspective, highlighting the fact that the non-refundable deposit was necessary to secure their reservation and ensure the availability of resources required to accommodate their group. I also clarified that the cancellation policy was in place to protect the hotel from potential losses incurred due to last-minute cancellations.
To find a mutually agreeable solution, I proposed a compromise. Instead of a full refund, I suggested offering the client a credit voucher for the deposit amount, which they could utilize for future bookings at our hotel within a specified period. This option would allow the client to receive value for their investment and maintain a positive relationship with the hotel.
To further sweeten the deal, I offered additional incentives such as compli… Read full answer