Sample interview questions: How do you handle situations where a guest requests a refund or compensation?
Sample answer:
Handling Guest Refund or Compensation Requests
Step 1: Apologize and Empathize
Acknowledge the guest’s dissatisfaction and apologize for any inconvenience caused. Let them know you understand their perspective and value their patronage.
Step 2: Gather Information
Ask the guest to explain their reasons for requesting a refund or compensation. Thoroughly document the details of the issue and any supporting evidence provided.
Step 3: Assess the Situation
Review the guest’s request against established hotel policies and procedures. Determine if the issue is a result of hotel error or falls within the scope of compensable situations.
Step 4: Offer Resolution Options
Based on your assessment, present the guest with potential resolution options. Be transparent about any limits or restrictions. Politely decline requests that violate hotel policy or are deemed unreasonable.
Step 5: Negotiate and Compromise
Be willing to negotiate a compromise that satisfies both the guest and the hotel. For example, consider o… Read full answer
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