Sample interview questions: Can you describe your approach to managing hotel feedback and reviews on third-party websites?
Sample answer:
As a Hotel Administrator, my approach to managing hotel feedback and reviews on third-party websites is focused on ensuring guest satisfaction and maintaining a positive online reputation for the hotel. I understand the importance of these reviews in influencing potential guests’ decisions, and I strive to address any issues or concerns promptly and professionally.
To effectively manage hotel feedback and reviews, I would begin by regularly monitoring various third-party websites where guests can leave reviews, such as TripAdvisor, Booking.com, and Yelp. This allows me to stay informed about what guests are saying and promptly respond to both positive and negative reviews.
When it comes to positive reviews, I would express gratitude and appreciation for the guest’s feedback, highlighting specific aspects of their experience that they appreciated. This not only shows that we value their opinion but also helps to reinforce the positive aspects of the hotel for potential guests who may be reading the reviews.
For negative reviews, I would approach them with a proactive mindset, aiming to resolve any issues or concerns raised by the guest. Firstly, I would acknowledge their feedback and apologize for any inconvenience caused. Then, I would reach out to the guest privately, either through the third-party website’s messaging system or via email, to gather more details about their experience and offer a personalized resolution.
It is essential to address negative reviews promptly and professionally to demonstrate the hotel’s commitment to guest satisfaction. By addressing the concerns directly and providing appropria… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator