Sample interview questions: How do you ensure exceptional customer service in a hotel?
Sample answer:
- Empower and train your staff. Make sure your employees have the skills and knowledge they need to provide exceptional customer service. This includes training them on how to handle difficult guests, resolve complaints, and go above and beyond to meet guests’ needs.
- Create a guest-centric culture. Make it clear to your staff that your hotel is focused on providing the best possible experience for guests. This means valuing customer feedback, listening to guest concerns, and taking action to resolve issues quickly and efficiently.
- Personalize the guest experience. Whenever possible, personalize the guest experience by remembering guest preferences, recognizing special occasions, and providing thoughtful touches. This can make guests feel like they’re valued and appreciated, which can lead to a more positive experience.
- Respond quickly to complaints. When guests have a complaint, it’s important to respond quickly and efficiently. This shows guests that you take their concerns seriously and that you’re committed to resolving them.
- Go the extra mile. Sometimes, the best way to provide exceptional customer service is to go the extra mile for guests. This could mean something as simple as providing a welcome gif… Read full answer