Sample interview questions: Can you provide an example of a time when you had to handle a negative online review or customer complaint? How did you address it from a marketing perspective?
Sample answer:
One example of a situation where I had to handle a negative online review or customer complaint occurred at a previous hotel I worked at as a Hotel Marketing Manager. We received a negative review from a guest who was unhappy with the cleanliness of their room and the quality of their overall stay.
From a marketing perspective, I immediately recognized the importance of addressing this complaint promptly and effectively to minimize any potential damage to the hotel’s reputation. The first step I took was to respond to the review publicly and professionally, showing empathy and understanding towards the guest’s concerns. I acknowledged their disappointment and assured them that their feedback was valuable to us.
To address the cleanliness issue, I collaborated with the Housekeeping department to conduct a thorough investigation into the room in question. We identified areas for improvement and implemented additional training for the housekeeping staff to ensure a higher standard of cleanliness.
To rectify the guest’s negative experience, I reached out to them privately through the online review platform, offering a sincere apology and a voucher for a complimentary future stay. I also requested their contact information to personally follow up with them.
In addition to directly addressing the guest’s concerns, I utilized this negative feedback as an o… Read full answer
Source: https://hireabo.com/job/11_0_19/Hotel%20Marketing%20Manager