Sample interview questions: Can you provide an example of a time when you had to handle an irate or difficult guest?
Sample answer:
Example of Handling an Irate Guest:
During my tenure as Front Desk Manager at the Grandview Hotel, I encountered an irate guest who stormed into the lobby demanding immediate assistance. The guest’s room had been flooded due to a burst pipe, and she was understandably upset and frustrated.
Steps Taken:
- Acknowledge and Empathize: I maintained a calm and professional demeanor, acknowledging the guest’s distress and apologizing for the inconvenience.
- Gather Information: I actively listened to the guest’s concerns and gathered details about the situation, ensuring I had a clear understanding of the issue.
- Take Action: I promptly contacted maintenance and requested an immediate repair. In the meantime, I arranged for the guest to be relocated to a comparable room.
- Stay Calm and Respectful: Despite the guest’s heightened emotions, I remained calm and respectful. I av… Read full answer
Source: https://hireabo.com/job/11_0_1/Front%20Desk%20Manager