Sample interview questions: Can you describe a time when you had to deal with negative feedback or reviews in tourism marketing? How did you handle it?
Sample answer:
Certainly, dealing with negative feedback and reviews in tourism marketing requires a delicate balance between addressing concerns, maintaining reputation, and protecting the business’s interests. Here’s an example of how I navigated such a situation:
Negative Feedback on a Travel Blog:
Situation:
A popular travel blogger posted a negative review of a hotel that I was responsible for promoting. The review mentioned issues related to cleanliness, poor service, and overpriced amenities.
Response:
- Acknowledge and Respond Promptly:
I promptly responded to the blogger’s review with an empathetic and professional tone. I acknowledged their concerns and expressed my sincere apologies for the negative experience they had.
- Investigate the Issues:
I initiated an internal investigation to gather more information about the mentioned issues. This involved reaching out to the hotel management and reviewing recent guest feedback.
- Develop a Solution:
Based on the investigation, I worked with the hotel management to address the specific problems raised in the review. This included implementing new cleaning protocols, providing additional staff training, and reviewing pricing strategies.
- Provide a Personalized Resolution:
I reached out to the blogger directly to offer a personalized resolution. I proposed a complimentary stay at the hotel, along with a guided tour of the area, to compensate for their negative experience.
- Address the Negative Review Publicly:
In response to the negative review, I posted a public comment on the blog thanking the blogger for their feedback and highlighting the steps we were taking to resolve the issues. I also encouraged other readers to share their experiences, both positive and negative, to create a more balanced perspective.
- Monitor and Track Feedback:
I closely monitored online rev… Read full answer
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