Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or quality of wedding and banquet services?
Sample answer:
Handling Guest Dissatisfaction with Wedding and Banquet Services
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Acknowledge the issue promptly: Address the guest’s concerns with empathy and respect. Express understanding of their frustration and assure them that you will do everything possible to resolve it.
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Gather information: Collect all relevant details about the issue, including the time, venue, and specific aspects of the service that did not meet expectations. This will help you identify the root cause and develop an appropriate solution.
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Communicate with relevant departments: Consult with the banquet manager, food and beverage staff, and wedding planner to gather their perspectives and determine who is responsible for the issue.
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Investigate the problem: Conduct a thorough investigation to determine the underlying cause of the dissatisfaction. This may involve reviewing contracts, guest feedback, and staff schedules.
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Develop a solution: Based on the investigation, propose a solution that addresses the guest’s concerns and meets their expectations. This could include offering a discount, providing a complimentary service, or rebooking the event for a more convenient time.
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Communicate the solution to the guest: Explain the solution to the guest cl… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager