How do you handle guest credit card disputes or billing inquiries?

Sample interview questions: How do you handle guest credit card disputes or billing inquiries?

Sample answer:

  1. Listen Actively and Empathize:
  2. Listen attentively to the guest’s dispute or inquiry, demonstrating patience and empathy.
  3. Avoid interrupting or making assumptions; let the guest express their concern fully.

  4. Acknowledge and Apologize:

  5. Acknowledge the guest’s concern and apologize for any inconvenience they have experienced.
  6. Reassure the guest that you take their complaint seriously and are committed to resolving it promptly.

  7. Review Documentation:

  8. Gather and review all relevant documentation related to the dispute or inquiry, including the guest’s credit card receipt, folio, and any supporting documentation they provide.

  9. Investigate Thoroughly:

  10. Conduct a thorough investigation to understand the root cause of the issue.
  11. This may involve contacting the relevant hotel departments, reviewing security footage, or verifying information with the credit card company.

  12. Communicate with the Guest:

  13. Keep the guest informed throughout the investigation process, providing updates on your progress and estimated resolution timeline.
  14. Be transparent and honest about your findings and explain the hotel’s policies and procedures as they relate to the dispute or inquiry.

  15. Resolve the Dispute or … Read full answer


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