Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the quality of room service or dining experiences?
Sample answer:
Handling Guest Dissatisfaction with Room Service and Dining Experiences
- Acknowledge the Concern: Promptly acknowledge the guest’s dissatisfaction, empathize with their frustration, and apologize for the inconvenience.
- Listen Attentively: Allow the guest to express their concerns fully without interruption. Take detailed notes, paying attention to all aspects of their experience.
- Investigate Thoroughly: Conduct a thorough investigation to determine the root cause of the issue. This may involve speaking with staff involved, reviewing records, and inspecting the facilities.
- Offer Apology and Compensation: Apologize sincerely to the guest for any discomfort or disappointment they experienced. Offer fair compensation such as a discount, free meal, or complimentary services to demonstrate that their concerns have been taken seriously.
- Take Corrective Action: Address the underlying issue promptly to prevent future occurrences. This may involve retraining staff, impro… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager