Sample interview questions: Can you provide an example of a time when you had to handle a difficult guest situation?
Sample answer:
Certainly, I can provide an example of a time when I had to handle a difficult guest situation as a Hotel Administrator.
In my previous role as a Hotel Administrator, I encountered a challenging guest situation where a guest was extremely dissatisfied with their room accommodations. The guest had initially booked a room with a specific view, but upon arrival, they were given a room with a different view. This led to a lot of frustration and disappointment on their part.
To handle the situation, I promptly acknowledged the guest’s concerns and apologized for the inconvenience caused. I listened attentively to their grievances and empathized with their disappointment. It was crucial for me to maintain a calm and professional demeanor throughout the interaction.
To address the issue, I first assessed the availability of rooms with the desired view. Unfortunately, due to high occupancy, there were no rooms with the exact view the guest had originally requested. However, I suggested alternative rooms with similar views that were available. I made sure to highlight the positive aspects of these rooms, such as their spaciousness or upgraded amenities.
Understanding that the guest’s satisfaction was of utmost importance, I offered several options to compensate for the inconvenience. This included complimentary breakfast for the duration of their stay, a room upgrade for the following night (once available), and a discounted rate for any future stays at the hotel. By prov… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator