Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the responsiveness or professionalism of hotel staff?
Sample answer:
As a Rooms Division Manager, my primary responsibility is to ensure that guests have a pleasant and satisfying experience during their stay at the hotel. Resolving issues related to guest dissatisfaction with the responsiveness or professionalism of hotel staff requires a proactive and customer-centric approach. Here are the steps I would take to handle and resolve such issues effectively:
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Active Listening: When a guest expresses dissatisfaction with the responsiveness or professionalism of hotel staff, it is crucial to actively listen to their concerns. This involves giving them your undivided attention, empathizing with their situation, and acknowledging their feelings.
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Apologize and Take Ownership: Regardless of whether the issue was caused by miscommunication, lack of training, or any other reason, it is essential to apologize sincerely on behalf of the hotel. Taking ownership of the situation demonstrates accountability and shows the guest that their concerns are being taken seriously.
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Investigate the Issue: Once the guest has voiced their dissatisfaction, it is crucial to gather all necessary information to fully understand the situation. This may involve speaking with the staff involved, reviewing any relevant documentation, or checking surveillance footage, if applicable. Thoroughly investigating the issue allows for an accurate assessment of what went wrong.
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Communicate with the Guest: After gathering all the necessary information, it is important to communicate the findings to the guest. This can be done in person or through a phone call, depending on the circumstances. Transparency and clear communication help build trust and allow the guest to see that their concerns have been taken seriously.
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Offer a Solution: Based on the information gathered and the nature of the issue, it is crucial to provide the guest with a suitable solution. This could involve offering compensation, such as a complementary service or a discount on their current or future stay. The solution should be tailored to address the specific concerns raised by the guest and aim to restore their faith in the hotel.
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Follow-Up: After resolving the … Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager