Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with room amenities or facilities?
Sample answer:
- Promptly Respond to Guest Concerns:
- Acknowledge the guest’s complaint sincerely and empathetically.
- Listen actively to understand their perspective and concerns.
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Avoid being defensive or argumentative; focus on resolving the issue.
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Inspect the Room:
- Personally inspect the room to verify the guest’s concerns.
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Take photos or notes to document the issue for records and future reference.
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Provide Immediate Solutions:
- If the problem can be resolved immediately, such as replacing a non-working light bulb or providing extra towels, do so promptly.
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If the issue requires more time or resources, offer temporary solutions like upgrading the guest to a different room or providing alternative amenities.
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Communicate with Maintenance and Housekeeping:
- Inform the maintenance and housekeeping departments about the issue.
- Work together to find a permanent solution as soon as possible.
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Keep the guest updated on the progress and estimated time of resolution.
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Follow-up with the Guest:
- Once the issue is resolved, check back with the guest to ensure their satisfaction.
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Offer additional compensation or gestures of goodwill, such as a complimentary meal or room upgrade, to apologize for the inconvenience.
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Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager