Sample interview questions: How do you handle and resolve issues related to guest requests for room upgrades or changes?
Sample answer:
Handling and Resolving Guest Requests for Room Upgrades or Changes:
1. Listen Actively and Empathize:
- Greet the guest warmly and listen attentively to their request.
- Acknowledge their frustration or disappointment and express empathy.
2. Assess the Situation:
- Check the hotel’s availability for the requested upgrade or change.
- Consider the guest’s loyalty status, special needs, or prior experiences.
3. Offer Alternative Solutions:
- If the requested upgrade is unavailable, offer alternative solutions such as a complimentary amenity or a partial upgrade.
- Explain the reasons for the unavailability in a clear and courteous manner.
4. Negotiate Flexibly:
- If possible, negotiate a solution that meets the guest’s needs while maintaining hotel policy.
- Consider offering a limited upgrade or a discount on a higher-category room.
5. Follow Up Promptly:
- Once the upgrade or change is confirmed, follow up with the guest to ensure their satisfaction.
- Provide clear instructions on the move or any necess… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager