Sample interview questions: Describe a time when you had to handle a difficult or upset guest due to an error in their reservation. How did you resolve the situation?
Sample answer:
Describe a time when you had to handle a difficult or upset guest due to an error in their reservation. How did you resolve the situation?
As a seasoned Reservations Manager with extensive experience in the hospitality industry, I have encountered various challenging situations involving upset guests due to reservation errors. Here is one memorable incident and the steps I took to effectively resolve it:
Scenario:
During the peak season, a guest, Mr. Smith, arrived at the hotel with a confirmed reservation for a premium suite with a balcony overlooking the ocean. However, upon check-in, he discovered that he had been assigned a standard room without a balcony.
Steps to Resolve the Situation:
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Acknowledge the situation and apologize for the inconvenience: I immediately apologized for the error, acknowledged Mr. Smith’s disappointment, and expressed my sincere understanding of his expectations.
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Listen attentively and empathize: I allowed Mr. Smith to vent his frustration, patiently listening to his concerns and showing empathy by reflecting his emotions. This created a safe and respectful space for him to express his dissatisfaction.
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Investigate and find a solution: I promptly investigated the reservation system and confirmed the error. I then explored alternative room options and identified a comparable suite that met Mr. Smith’s requirements.
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Offer alternatives and negotiate: I presented Mr. Smith with the alternative suite and ex… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager