Sample interview questions: Describe your experience with managing hotel online reputation and guest reviews.
Sample answer:
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Continuously Monitor Online Reviews:
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Utilize review management tools to track and monitor online reviews across various platforms.
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Respond promptly to guest feedback, both positive and negative, to demonstrate responsiveness and care.
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Encourage Positive Reviews:
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Proactively request guest feedback by providing review cards or digital surveys.
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Offer incentives or loyalty programs to encourage guests to share their positive experiences online.
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Train Staff on Guest Experience:
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Conduct regular training sessions to emphasize the importance of exceptional guest service.
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Encourage staff to go the extra mile to create memorable experiences for guests.
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Respond to Negative Reviews Professionally:
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Address negative reviews promptly and courteously, acknowledging the guest’s concerns.
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Offer solutions or compensation where appropriate to show that you value their feedback.
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