Sample interview questions: Can you provide an example of a time when you successfully addressed a negative review or comment about a hotel and turned it into a positive customer experience?
Sample answer:
Certainly! One example of successfully addressing a negative review and turning it into a positive customer experience involved a situation where a guest had left a scathing review about our hotel’s cleanliness on a popular review website. As the General Manager, I immediately recognized the importance of addressing this issue promptly and effectively.
Firstly, I reached out to the guest privately through the review platform, expressing my sincere apologies for their negative experience and assuring them that their feedback was taken seriously. I thanked them for bringing the issue to our attention and assured them that we would investigate and take immediate action to rectify the situation.
Next, I gathered a team of housekeeping staff, supervisors, and maintenance personnel to thoroughly inspect the areas mentioned in the review. We identified the specific cleanliness issues and developed a comprehensive action plan to address them. This plan included additional training sessions for the housekeeping team, implementing stricter quality control measures, and conducting regular audits to ensure a consistently high standard of cleanliness.
To further demonstrate our commitment to improving the guest experience, I personally followed up with the guest via phone call, reiterating our apologies and outlining the steps we were taking to rectify the situation. I offered them a complimentary stay to experience firsthand the improvements we had made.
During their complimentary stay, our team went above and beyond to ensure their utmost satisfaction. We provided personalized atten… Read full answer