Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the overall accessibility and convenience of the hotel for people with disabilities?
Sample answer:
Handling and Resolving Guest Dissatisfaction with Hotel Convenience and Access for People with Disabilities
1. Acknowledge the Guest’s Perspective:
- Empathetically listen to the guest’s concerns without interrupting.
- Validate their feelings and let them know their experience is valued.
- Request specific feedback to pinpoint the root of the issue.
2. Investigate the Situation:
- Conduct a thorough investigation to gather all relevant facts.
- Verify if the hotel is meeting all applicable accessibility standards.
- Seek feedback from the team involved to gain multiple perspectives.
3. Propose and Discuss Resolution:
- Collaborate with the guest to brainstorm mutually agreeable solutions.
- Explain any necessary accommodations or adjustments to ensure the guest’s comfort and well-rbing.
- If immediate on-site solutions are not feasible, offer alternative locations or amenities.
4. Take Responsibility and Compensate:
- Acknowledge any hotel deficiencies and take responsibility for the guest’s inconvenience.
- Consider offering a service recovery gesture, such as a discount, complimentary amenities, or a personal apology letter.
- Follow up with the guest after the issue has been rectified to ensure their concerns are fully met.
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager