Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or quality of in-room entertainment options?
Sample answer:
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Listen to the Guest’s Concerns:
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Actively listen to the guest’s concerns and demonstrate empathy for their dissatisfaction.
- Allow the guest to fully express their issue without interruption, showing genuine concern for their experience.
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Ask open-ended questions to gather detailed information about the specific entertainment-related issue they encountered.
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Acknowledge the Issue:
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Acknowledge that the hotel values guest satisfaction and takes their feedback seriously.
- Express a sincere apology for the inconvenience or disappointment caused by the entertainment issue.
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Assure the guest that you will promptly address the matter and work towards a satisfactory resolution.
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Conduct a Thorough Investigation:
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Initiate an investigation into the reported issue to gather accurate information about the root cause.
- Collaborate with the relevant departments, such as IT, Engineering, or Guest Services, to determine the exact nature of the problem.
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Review any relevant logs, reports, or feedback related to the entertainment system or service in question.
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Offer Immediate Solutions:
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Provide immediate solutions to resolve the issue temporarily while a permanent fix is being worked on.
- For example, if a TV is not functioning properly, consider offering a replacement TV or providing access to streaming services on a mobile device.
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Offer alternative entertainment options, such as books, board games, or access to a library of movies or TV shows on demand.
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Communicate with the Guest:
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Keep the guest informed throughout the investigation and resolution process.
- Provide regular updates on the progress being made to address the issue and apologize for any ongoing inconvenience.
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Encourage the guest to express any additional concerns or requests they may have and be responsive to their feedback.
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Implement a Permanent Solution:
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Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager