Sample interview questions: How do you handle situations where a guest expresses concerns about the hotel’s cultural sensitivity or inclusivity practices?
Sample answer:
Addressing Concerns about Cultural Sensitivity and Inclusivity
1. Acknowledge and Empathize:
- Listen attentively to the guest’s concerns and acknowledge their feelings.
- Express empathy and understanding, validating their experiences.
- Avoid dismissing or interrupting the guest, allowing them to fully express themselves.
2. Investigate and Assess:
- Gather specific details from the guest regarding their concerns.
- Consult with relevant staff or departments to investigate the situation thoroughly.
- Review policies and protocols to identify any areas for improvement.
3. Apologize and Take Responsibility:
- If any cultural insensitivity or inclusivity lapses have occurred, apologize sincerely.
- Take ownership of the issue and assure the guest that steps will be taken to address it.
- Avoid making excuses or blaming others.
4. Develop and Implement Solutions:
- Work with the guest to develop mutually acceptable solutions… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator