Sample interview questions: How do you handle guest complaints or difficult situations?
Sample answer:
Handling Guest Complaints and Difficult Situations
As a General Manager in Hotel Management, my approach to handling guest complaints and difficult situations is multifaceted and prioritizes the following principles:
1. Empathy and Active Listening:
- Acknowledge the guest’s concerns and express empathy for their experience.
- Actively listen without interrupting, demonstrating that their perspective is valued.
- Paraphrase and restate their concerns to ensure understanding.
2. Fact-Finding and Root Cause Analysis:
- Gather information from the guest and any relevant staff members to establish a clear understanding of the situation.
- Identify the root cause of the dissatisfaction to prevent future occurrences.
3. Resolution and Compensation:
- Offer prompt and appropriate solutions to address the guest’s specific concerns.
- Compensate the guest with sincere apologies, upgrades, or other gestures to demonstrate a commitment to their satisfaction.
4. Communication and Follow-Up:
- Clearly communicate the resolution plan to the guest, ensuring they feel heard and understood.
- Follow up with the guest personally or through a designated staff member to ensure … Read full answer