Sample interview questions: How do you handle customer complaints or issues related to reservations?
Sample answer:
How I Handle Customer Complaints or Issues Related to Reservations:
1. Active Listening and Empathy:
- Listen attentively to the customer’s complaint, acknowledging their perspective without interrupting.
- Show empathy by understanding their frustration and apologizing for any inconvenience.
2. Thorough Investigation:
- Gather all available information related to the reservation, including booking details, communications, and any relevant notes.
- Identify the root cause of the issue promptly to determine an appropriate resolution.
3. Collaborative Problem-Solving:
- Involve the customer in the problem-solving process, exploring potential solutions together.
- Offer alternative arrangements or concessions that meet their needs while respecting hotel policies.
- Explain the reasoning behind decisions clearly and seek the customer’s agreement.
4. Prompt Resolution:
- Provide a timely and effective resolution to the complaint, addressing the issue directly and satisfying the customer’s expectation… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager