How do you handle and resolve issues related to guest dissatisfaction with room amenities or facilities?

Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with room amenities or facilities?

Sample answer:

  1. Promptly Respond to Guest Concerns:
  2. Acknowledge the guest’s complaint sincerely and empathetically.
  3. Listen actively to understand their perspective and concerns.
  4. Avoid being defensive or argumentative; focus on resolving the issue.

  5. Inspect the Room:

  6. Personally inspect the room to verify the guest’s concerns.
  7. Take photos or notes to document the issue for records and future reference.

  8. Provide Immediate Solutions:

  9. If the problem can be resolved immediately, such as replacing a non-working light bulb or providing extra towels, do so promptly.
  10. If the issue requires more time or resources, offer temporary solutions like upgrading the guest to a different room or providing alternative amenities.

  11. Communicate with Maintenance and Housekeeping:

  12. Inform the maintenance and housekeeping departments about the issue.
  13. Work together to find a permanent solution as soon as possible.
  14. Keep the guest updated on the progress and estimated time of resolution.

  15. Follow-up with the Guest:

  16. Once the issue is resolved, check back with the guest to ensure their satisfaction.
  17. Offer additional compensation or gestures of goodwill, such as a complimentary meal or room upgrade, to apologize for the inconvenience.

  18. Read full answer

    Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager

Leave a Reply

Your email address will not be published. Required fields are marked *