Sample interview questions: How do you handle situations where there is a negative review or feedback about the hotel online?
Sample answer:
Handling Negative Reviews and Feedback
As a General Manager, addressing negative reviews and feedback is crucial for maintaining the hotel’s reputation and guest satisfaction. Here are the steps I take:
1. Respond Promptly and Professionally:
- Acknowledge the guest’s concerns within 24 hours, showing that their feedback is valued.
- Respond respectfully and empathetically, even if the review is critical. Avoid using defensive or accusatory language.
2. Investigate the Issue Thoroughly:
- Gather all relevant information from staff, review records, and inspect the area of concern.
- Determine the root cause and identify areas for improvement.
3. Offer a Resolution:
- Based on the investigation, offer a solution that addresses the guest’s specific complaints.
- This may involve a refund, compensation, or a personal apology.
- If the issue cannot be resolved immediately, provide a timeline for when it will be addressed.
4. Address the Feedback on the Review Platform:
- Post a pub… Read full answer