Sample interview questions: How do you handle situations where a guest is dissatisfied with the quality of their food or beverage experience?
Sample answer:
- Acknowledge and Apologize:
- Promptly acknowledge the guest’s dissatisfaction and sincerely apologize for the inconvenience.
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Explain that you understand their frustration and express genuine concern for their experience.
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Listen Actively:
- Encourage the guest to elaborate on their concerns and actively listen to their feedback.
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Show empathy and understanding, making them feel heard and valued.
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Offer Immediate Solutions:
- If possible, offer immediate solutions to address the guest’s concerns.
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If the issue can be resolved quickly, such as replacing a dish or providing a new beverage, do so promptly and courteously.
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Empower Your Staff:
- Train your staff to handle such situations confidently and effectively.
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Empower them to take immediate action within their authority to resolve guest complaints.
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Investigate the Issue Thoroughly:
- If the issue cannot be resolved immediately, initiate a thorough investigation to identify the root cause of the problem.
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Collect relevant information, such as the guest’s order, time of service, and any other pertinent details.
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Offer Alternatives:
- If the gues… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator