Sample interview questions: How do you handle guest complaints or difficult situations?
Sample answer:
Handling Guest Complaints or Difficult Situations:
- Acknowledge and empathize: Begin by actively listening, acknowledging the guest’s complaint, and expressing understanding of their perspective.
- Gather information: Ask open-ended questions to gather a comprehensive understanding of the issue and any underlying concerns.
- Stay calm and professional: Maintain composure and a positive demeanor, even in high-stress situations. Avoid becoming defensive or confrontational.
- Offer solutions: Work collaboratively with the guest to find mutually acceptable solutions. Explore options, provide alternatives, and make necessary adjustments to rectify the situation.
- Empower staff: Train staff to handle complaints effectively by fostering a culture of accountability and empowerment. Provide them with clear guidelines and support.
- Follow up: Regularly monitor guest satisfaction and proactively address any potential issues. Maintain communication to ensure complete resolution.
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Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator