Sample interview questions: How do you handle guest complaints and ensure guest satisfaction?
Sample answer:
Handling Guest Complaints and Ensuring Guest Satisfaction
1. Acknowledge and Apologize Promptly:
- Acknowledge the guest’s concern sincerely and without interrupting.
- Express empathy and apologize for any inconvenience or dissatisfaction.
2. Listen Actively and Identify the Issue:
- Allow the guest to fully express their complaint without judgment.
- Listen attentively and identify the root cause of their dissatisfaction.
- Restate the issue to ensure understanding and avoid misunderstandings.
3. Offer a Solution and Resolution:
- Propose a solution that addresses the guest’s specific concern.
- Be mindful of the urgency and impact of the complaint.
- If necessary, escalate the matter to a supervisor or manager for assistance.
4. Compensate Appropriately:
- Consider offering compensation such as discounts, complimentary amenities, or upgrades to make up for the inconvenience.
- Avoid excessive compensation that may damage the hotel’s reputa… Read full answer
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