How do you handle situations where there is a discrepancy in guest reservation details or preferences?

Sample interview questions: How do you handle situations where there is a discrepancy in guest reservation details or preferences?

Sample answer:

Handling Discrepancies in Guest Reservation Details or Preferences

1. Acknowledge the Discrepancy: Politely acknowledge the guest’s concern and make them feel heard. Avoid getting defensive or dismissive.

2. Investigate Thoroughly: Determine the source of the discrepancy by reviewing reservation details, communicating with the reservations team, and seeking input from other departments.

3. Communicate Clearly: Explain the situation to the guest in a transparent and understandable manner. If there has been an error on the hotel’s part, apologize promptly.

4. Offer Solutions: Present the guest with feasible solutions that meet their preferences as much as possible. Be flexible and willing to negotiate within hotel policies.

5. Document and Confirm: Clearly document the proposed solutions and confirm them with the guest. Provide written confirmation for their reference.

6. Personalize the Service: Offer personalized solutions that go the extra mile to enhance the guest experience and address their specific needs.

7. Prioritize Guest Satisfaction: Focus on resolving the discrepancy in a way that prioritizes the guest’s satisfaction. Seek feedback and be open to adjusting solutions as needed.

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   Source: https://hireabo.com/job/11_0_15/Assistant%20Hotel%20Manager