Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a conflict between guests? How did you manage it?
Sample answer:
In a previous role as a Guest Services Manager, I encountered a situation where there was a conflict between guests at our hotel. One evening, we received a complaint from a guest in Room 302 about excessive noise coming from the adjacent Room 304. The guest in Room 302 was extremely upset and insisted that we take immediate action to resolve the issue.
To handle this guest service issue, I immediately went to Room 302 to assess the situation and understand the guest’s concerns. I empathetically listened to the guest, acknowledging their frustration, and assured them that I would address the matter promptly.
Next, I proceeded to Room 304 to speak with the guests causing the noise disturbance. I knocked on the door and introduced myself as the Guest Services Manager. I politely explained the complaint we had received and asked if they were aware of the noise level. The guests in Room 304 were initially defensive, claiming they were not being excessively loud. However, I maintained a calm and professional demeanor, ensuring that I did not escalate the situation further.
Understanding that there may have been a misunderstanding, I suggested that we find a mutually agreeable solution. I offered to move the guests in Room 302 to a different room to ensure a peaceful environment for both parties. This gesture helped demonstrate our commitment to resolving the conflict and ensuring guest satisfaction.
Fortunately, the guests in Room 304 a… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager