Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the overall cleanliness and functionality of child-friendly facilities and services?
Sample answer:
As a Rooms Division Manager, it is my responsibility to ensure that all guest concerns and issues are addressed promptly and effectively. In the case of guest dissatisfaction with the cleanliness and functionality of child-friendly facilities and services, I would follow a systematic approach to resolve these issues.
First and foremost, I would personally meet with the guest to understand their concerns and gather specific details about the cleanliness and functionality issues they have encountered. Active listening and empathy are crucial during this interaction, as it shows the guest that their concerns are being taken seriously.
Once I have gathered all the necessary information, I would apologize for the inconvenience caused and assure the guest that their feedback is valuable to us. It is vital to convey that their satisfaction is our top priority and that we will take immediate action to address their concerns.
To resolve cleanliness issues, I would immediately notify the housekeeping department and conduct a thorough inspection of the child-friendly facilities in question. I would ensure that our established cleaning standards are met and take corrective actions if any deficiencies are found. Additionally, I would reinforce training for the housekeeping staff involved, emphasizing the importance of maintaining cleanliness and hygiene in child-friendly areas.
In the case of functionality issues, I would involve the maintenance department to assess and rectify any equipment or facility malfunctions. Tim… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager