Sample interview questions: Can you describe your approach to managing and resolving any conflicts or issues related to spa guest feedback or reviews?
Sample answer:
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Stay Calm and Objective:
- Approach conflicts and negative feedback with a calm and objective mindset.
- Avoid being defensive or taking it personally.
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Listen Actively:
- Encourage guests to express their concerns and listen actively to understand their perspective.
- Avoid interruptions and ensure they feel heard and respected.
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Empathize and Apologize:
- Show empathy towards the guest’s experience, even if you don’t agree with their assessment.
- Offer a sincere apology for any inconvenience or dissatisfaction caused.
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Verify and Investigate:
- Gather additional information from staff members or records to verify the guest’s concerns.
- Conduct a thorough investigation to identify the root cause of the issue.
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Offer Solutions and Compensation:
- Propose mutually beneficial solutions that aim to resolve the guest’s concerns and enhance their experience.
- Consider providing compensation such as discounts, free services, or upgrades when appropriate.
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