Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the effectiveness of guest loyalty programs or rewards?
Sample answer:
Steps to Handle and Resolve Guest Dissatisfaction with Guest Loyalty Programs:
1. Active Listening and Empathy:
* Carefully listen to the guest’s concerns, expressing empathy and understanding for their perspective.
* Avoid interrupting or dismissing the guest’s concerns, allowing them to fully articulate their dissatisfaction.
2. Thorough Investigation:
* Gather all relevant information regarding the guest’s loyalty program experience.
* Review the guest’s account history, reward redemptions, and any recent interactions with the program.
* Determine if there are any misunderstandings or system errors that have contributed to the dissatisfaction.
3. Personalized Resolution:
* Offer solutions tailored to the guest’s specific concerns.
* Consider providing additional rewards, extending membership benefits, or adjusting reward redemption criteria.
* If the guest’s dissatisfaction stems from a system issue, provide clear explanations and work to expedite the resolution.
4. Communication and Follow-up:
* Explain the resolution to the guest in clear and concise terms.
* Emphasize the hotel’s commitment to guest satisfaction and loyalty.
* Follow up with the guest after a reasonable perio… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager