Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the accuracy or timeliness of billing and invoicing?
Sample answer:
As a Rooms Division Manager, handling and resolving issues related to guest dissatisfaction with the accuracy or timeliness of billing and invoicing requires a proactive and customer-centric approach. Here are the steps I would take to address such concerns:
-
Active Listening: When a guest expresses dissatisfaction with billing or invoicing, it is crucial to attentively listen to their concerns. This includes giving them the opportunity to explain the issue fully, allowing them to feel heard and understood.
-
Empathize: Show empathy towards the guest’s frustration and acknowledge their feelings. Assure them that you understand their concerns and that you are committed to resolving the issue promptly.
-
Investigate: Thoroughly investigate the billing or invoicing discrepancy by reviewing the relevant documentation, such as the guest’s folio, reservation details, and any additional charges incurred during their stay. This investigation should be conducted promptly and meticulously to identify the source of the problem accurately.
-
Communicate: Once the issue has been identified, promptly communicate with the guest to explain the situation and provide updates on the progress of the resolution. Be transparent and ensure the guest understands the steps being taken to rectify the issue.
-
Collaborate: If necessary, collaborate with the finance department to rectify any inaccuracies or discrepancies in the billing or invoicing process. Work closely with them to ensure all necessary adjustments are made correctly and promptly.
-
Apologize and Compensate: Offer a sincere apology to the guest for any inconvenience caused by the billing or invoicing error. If appropriate, consider compensating the guest for their dissatisfaction, such as offering a discount on their current or future stay, complimentary services, or upgrades to… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager