Sample interview questions: How do you handle situations where a guest disputes charges on their hotel invoice?
Sample answer:
Handling Guest Invoice Disputes:
- Listen attentively: Understand the guest’s perspective and acknowledge their concerns.
- Review the invoice: Cross-check the charges against the provided services and amenities to identify any errors or discrepancies.
- Apologize for any inconvenience: Even if the invoice is correct, express regret for the guest’s dissatisfaction and emphasize your willingness to resolve the issue.
- Offer an alternative: If possible, suggest alternative payment arrangements or discounts to address the guest’s concerns.
- Verify authorization: Confirm that the guest authorized any additional charges or services not included in their initial reservation.
- Document the conversation: Keep a record of the guest’s concerns, your response, and any agreed-upon resolution.
- Follow up promptly: Address the dispute promptly to avoid escalating the situation.
- Escalate if necessary: If the guest remains dissatisfied, involve a supervisor or manager to mediate the situation…. Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator