Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or quality of business and meeting facilities and services?
Sample answer:
Handling Guest Dissatisfaction with Business and Meeting Facilities and Services
As a Rooms Division Manager, I have developed a comprehensive approach to effectively handle and resolve guest dissatisfaction related to business and meeting facilities and services:
1. Swift and Empathetic Response:
- Promptly acknowledge the issue, express empathy, and genuinely apologize for any inconvenience caused.
- Listen attentively to the guest’s concerns and fully understand their perspective.
2. Comprehensive Investigation:
- Conduct a thorough investigation to determine the root cause of the dissatisfaction.
- Consult with the relevant departments (e.g., Banquet, AV, Event Planning) to gather accurate information.
3. Personalized Resolution:
- Collaborate with the guest to identify a mutually acceptable solution that addresses their specific needs.
- Offer alternative facilities or services that meet their requirements, if applicable.
4. Compensatory Measures:
- Consider offering compensation such as room upgrades, complimentary amenities, or loyalty points to demonstrate our commitment to rectifying the situation.
- Seek the approval of the General Manager or relevant authority for significant compensations.
5. Service Recovery Plan:
- Implement a service recovery plan to address … Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager