Sample interview questions: Can you provide an example of a time when you successfully resolved a dispute between a hotel guest and a staff member?
Sample answer:
During my tenure as General Manager at the Grand Vista Resort, I faced a challenging situation where I successfully resolved a dispute between a hotel guest and a staff member. Here is a detailed account of the incident:
1. Understanding the Situation:
A guest, Mr. Harrison, checked into our hotel and expressed dissatisfaction with the room assigned to him. He complained about the noise from the adjacent room and the lack of amenities he had specifically requested during the reservation process. Upon investigation, I discovered that the front desk staff member, Ms. Williams, had failed to note Mr. Harrison’s preferences and had assigned him to an unsuitable room.
2. Active Listening and Empathy:
I approached Mr. Harrison and sincerely apologized for the inconvenience caused. I actively listened to his concerns, empathized with his frustration, and acknowledged the lapse in service on our part. My goal was to create a safe and understanding environment where Mr. Harrison felt heard and respected.
3. Root Cause Analysis:
I conducted a thorough investigation to understand the root cause of the problem. I reviewed Ms. Williams’ training records and discovered that she was relatively new to the role and had not received adequate training on handling guest preferences and resolving complaints.
4. Immediate Resolution:
To address the immediate issue, I promptly upgraded Mr. Harrison to a suite that met his requirements and ensured that all his requests were fulfilled. I also authorized a complimentary dinner for him and his partner as a gesture of goodwill.
5. Long-Term Solution:
To preven… Read full answer