Sample interview questions: How do you handle situations where there is a decline in guest satisfaction or online reviews?
Sample answer:
Managing Declining Guest Satisfaction and Online Reviews
-
Acknowledge the Feedback: Express sincere gratitude to guests for providing feedback, even if it’s critical.
-
Investigate Thoroughly: Conduct a thorough investigation into the root cause of the decline. Gather data from multiple sources, including guest surveys, staff feedback, and operational metrics.
-
Identify and Prioritize: Determine the most pressing concerns and prioritize them based on their impact on guest satisfaction. Address the most urgent issues first.
-
Communicate with Guests: Reach out to guests who have left negative reviews and express concern for their experience. Offer apologies, acknowledge their feedback, and explain the steps being taken to address their issues.
-
Implement Corrective Actions: Based on the investigation findings, implement targeted and effective corrective actions. Address operational gaps, improve service standards, or enhance training programs.
-
Monitor and Evaluate: Continuously monitor guest satisfaction through regular surveys and online reviews. Track the effectiveness of corrective actions and make adjustments as needed.
-
<... Read full answer
Source: https://hireabo.com/job/11_0_13/Operations%20Manager