Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or usability of in-room technology?
Sample answer:
- Empathize with the Guest:
- Acknowledge the guest’s frustration and show empathy for their situation.
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Listen actively to understand the specific issue they are facing.
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Prompt Response:
- Act quickly to address the issue. Delays can escalate the guest’s dissatisfaction.
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If the problem cannot be resolved immediately, provide a temporary solution or alternative.
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Assess the Situation:
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Determine the root cause of the problem. Is it a technical glitch, a lack of training, or a design flaw?
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Offer Solutions:
- If the issue can be resolved quickly, do it immediately.
- If the problem is more complex, explain the situation to the guest and offer alternative solutions.
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Provide clear instructions or assistance to help the guest use the technology effectively.
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Escalate if Necessary:
- If the issue is beyond your department’s scope or expertise, escalate it to a higher authority or IT support.
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Ensure proper communication between departments to resolve the problem efficiently.
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Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager