Sample interview questions: How do you handle complaints and guest issues effectively?
Sample answer:
Effective Complaint and Guest Issue Handling
- Acknowledge and Apologize: Promptly acknowledge the guest’s complaint and express empathy. Use phrases like “I understand your concern” or “I apologize for any inconvenience.”
- Listen Actively: Allow the guest to fully express their concerns without interrupting. Pay attention to both verbal and nonverbal cues to accurately gauge their emotions.
- Investigate Thoroughly: Gather all relevant information from the guest and any staff involved. Conduct a thorough investigation to determine the root cause of the issue.
- Offer Solutions: Present several feasible solutions that address the guest’s concerns. Explain the benefits and limitations of each option and involve the guest in the decision-making process.
- Take Action Promptly: Implement the agreed-upon solution swiftly and efficiently. Keep the guest updated on the progress and any changes to the plan.
<... Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager