Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the overall room experience or ambiance?
Sample answer:
- Acknowledge Guest Dissatisfaction Promptly:
- Apologize sincerely for the guest’s dissatisfaction and show empathy towards their concerns.
- Listen actively to understand the specific issues and any suggestions for improvement.
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Validate the guest’s feelings and assure them that their feedback is taken seriously.
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Investigate and Gather Information:
- Conduct a thorough investigation to gather detailed information about the specific issues raised by the guest.
- Interview the guest and any relevant staff members involved in the guest’s experience.
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Review guest history, room condition reports, and any other documentation related to the issue.
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Identify the Root Cause:
- Determine the underlying cause of the guest’s dissatisfaction to prevent similar incidents in the future.
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Analyze if the issue is due to a specific room feature, housekeeping oversight, maintenance problems, or other factors.
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Develop and Implement Solutions:
- Propose and implement solutions to address the guest’s concerns and improve their overall experience.
- Work with relevant departments, such as housekeeping, maintenance, and engineering, to resolve the issues promptly.
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Communicate the proposed solutions to the guest and seek their feedback.
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Provide Compensation or Recovery:
- Offer appropriate compensation or recovery to the guest as a gesture of goodwill and to show appreciation for their feedback.
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This could include complimentary meals, room upgrades, discounts on future sta… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager