Sample interview questions: How do you handle situations involving guest misconduct or disruptive behavior?
Sample answer:
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Stay Calm and Professional:
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Maintain composure and remain calm, even in tense situations.
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Set an example for other staff members on how to manage difficult guests.
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Listen Actively:
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Listen to the guest’s concerns and complaints attentively.
- Show empathy and understanding, even if the behavior is unacceptable.
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Allow the guest to express their concerns fully.
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Apologize and Validate:
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Apologize for the inconvenience or frustration caused to the guest.
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Validate their feelings and acknowledge their point of view.
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Offer Solutions:
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Present options to resolve the situation amicably.
- Be flexible and willing to accommodate reasonable requests.
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Explore alternative arrangements or compensation to address the issue.
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Involve the Hotel Management:
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If the situation escalates or becomes uncontrollable, involve the hotel management.
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Consult with the hotel manager or security personnel for further assistance.
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Document the Incident:
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Create a detailed record of the incident, including the date, time, involved parties, and a summary of events.
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Document any … Read full answer
Source: https://hireabo.com/job/11_0_15/Assistant%20Hotel%20Manager