Sample interview questions: Can you describe your approach to managing guest feedback and complaints resolution process?
Sample answer:
-
Proactive Guest Feedback Collection:
-
Implement multiple channels for feedback collection, including comment cards, online surveys, mobile apps, and social media platforms.
- Encourage guests to share their experiences and feedback throughout their stay, not just at the end.
-
Provide incentives or rewards for guests who take the time to provide feedback.
-
Prompt Response and Acknowledgment:
-
Respond to guest feedback within a timely manner, ideally within 24 hours or less.
- Acknowledge all feedback, both positive and negative, and show appreciation for the guest’s time.
-
If a complaint is received, apologize for the inconvenience and assure the guest that you will take action to resolve it.
-
Thorough Investigation and Root Cause Analysis:
-
Conduct a thorough investigation to understand the root cause of the complaint or issue.
- Involve relevant departments and personnel to gather all the necessary information and perspectives.
-
Document the findings and identify areas for improvement or corrective action.
-
Personalized Resolution and Service Recovery:
-
Develop and implement a personalized resolution plan that addresses the specific concerns of the guest.
- … Read full answer
Source: https://hireabo.com/job/11_0_13/Operations%20Manager