Sample interview questions: How would you handle a situation where a guest accuses a staff member of misconduct or poor service?
Sample answer:
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Listen Actively:
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Encourage the guest to fully express their concerns without interrupting.
- Listen carefully to understand the details of the allegation and the guest’s perspective.
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Demonstrate empathy and assure the guest that their complaint is taken seriously.
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Acknowledge the Concern:
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Acknowledge the guest’s feelings and express regret for their negative experience.
- Apologize on behalf of the hotel, even if you believe the accusation is unfounded.
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Reassure the guest that you will promptly investigate the matter.
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Gather Information:
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Gather relevant information from the guest, including the date, time, and location of the incident.
- Obtain the names of any witnesses or staff members involved.
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If possible, collect written documentation or photographic evidence.
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Conduct a Thorough Investigation:
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Assign a qualified and impartial staff member to conduct a thorough investigation.
- Interview the accused staff member, witnesses, and any other relevant parties.
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Review CCTV footage, if available, to corroborate or disprove the guest’s claims.
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Take Appropriate Action:
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Based on the findings of the investigation, take appropriate disciplinary action against the staff member if misconduct is confirmed.
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Address any systemic issues or training needs identified during the investigation to prevent similar incidents in the future.
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Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager