Sample interview questions: Can you provide an example of a time when you had to handle a customer complaint related to miscommunication or poor coordination between different hotel departments during the sales process?
Sample answer:
During my tenure as Sales Manager at [Hotel Name], I encountered a situation where miscommunication between departments disrupted the sales process and resulted in a customer complaint.
Scenario:
A prospective client contacted our sales team to inquire about a corporate retreat. After extensive back-and-forth negotiations, our team presented a comprehensive proposal outlining the event details, pricing, and availability. However, due to a lack of coordination between the sales and operations departments, a crucial meeting space was double-booked.
Handling the Complaint:
Upon receiving the complaint from the client, I immediately reached out to both the operations and sales teams to determine the root cause. We conducted a thorough investigation and identified that the miscommunication stemmed from a lack of proper handover during the scheduling process.
Resolution:
To address the situation, we implemented several measures:
- Apologized to the client: We expressed our sincere apologies for the inconvenience caused and acknowledged our responsibility for the error.
- Offered alternatives: We provided alternative meeting spaces that met the client’s requirements and negotiated a revised package to account for the disruption.
- Improved communication: We… Read full answer