Sample interview questions: Can you provide an example of a time when you successfully resolved a guest complaint related to hotel entertainment or recreational facilities?
Sample answer:
During my tenure as General Manager at the Grandview Hotel, I encountered a complaint from a guest regarding the limited entertainment and recreational options available. The guest, a young couple on their honeymoon, expressed their disappointment with the absence of live music, organized activities, or a fitness center.
To address their concerns, I promptly initiated the following actions:
- Empathized with the guests: I acknowledged their frustration and expressed my understanding that entertainment and recreational amenities are an important part of their stay.
- Investigated the issue: I consulted with the hotel’s entertainment and recreation team to determine the availability of options.
- Explored alternative solutions: I contacted local entertainment providers and partnered with neighboring hotels to offer complementary access to their amenities.
- Communicated proactivel… Read full answer