Sample interview questions: How do you handle situations where there is a decline in overall guest satisfaction scores due to negative online reviews?
Sample answer:
- Promptly address negative feedback:
- Respond promptly to negative online reviews, address concerns with empathy and a solution-oriented approach.
-
Reach out to the guest directly, personally respond to the review, addressing their specific concerns and offering resolution.
-
Conduct a thorough investigation:
- Initiate a comprehensive investigation to determine the root cause of the negative feedback.
-
Study patterns and trends in the reviews to identify common issues and areas for improvement.
-
Implement corrective actions:
- Based on the investigation findings, formulate and implement corrective actions to address the identified issues.
-
Ensure that the corrective actions are timely and effective in resolving the negative feedback.
-
Enhance communication with guests:
- Strengthen communication channels with guests to gather feedback, address concerns, and manage expectations.
-
Provide multiple avenues for guests to share their thoughts, including surveys, feedback forms, and online platforms.
-
Train and empower staff:
- Conduct comprehensive training programs for staff to ensure they understand the importance of guest satisfaction and are equipped to deliver exceptional service.
-
Empower employees to make decisions and take actions to resolve gue… Read full answer