Sample interview questions: How do you handle difficult or demanding guests?
Sample answer:
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Maintain Composure and Stay Professional:
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Stay calm and composed, even if the guest is aggressive or agitated.
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Respond with a polite and professional demeanor, avoiding any signs of frustration or annoyance.
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Listen Actively and Empathize:
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Give the guest your full attention and listen actively to their concerns.
- Acknowledge their feelings and empathize with their situation.
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Show genuine care and concern for their experience.
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Apologize and Take Ownership:
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Apologize for any inconvenience or dissatisfaction caused, even if it was not directly your fault.
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Take ownership of the situation and assure the guest that you will do everything you can to resolve it.
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Offer Solutions and Alternatives:
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Provide prompt and effective solutions to address the guest’s concerns.
- Be proactive in offering alternatives or compensations to make up for any inconvenience.
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Be willing to go the extra mile to meet their requests.
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Communicate Clearly and Effectively:
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Use clear and concise language that is easy for the guest to understand.
- Avoid using technical jargon or industry-specific terms.
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Be transparent and honest in your communication, building trust with the guest.
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Be Patient and Persistent:
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Be patient in dealing with d… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager