Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or quality of spa and wellness facilities and services?
Sample answer:
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Empathize and Listen:
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Begin by actively listening to the guest’s concerns and empathizing with their dissatisfaction. Acknowledge their emotions and show genuine care for their experience.
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Prompt Investigation:
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Immediately initiate an investigation into the matter. Involve the relevant departments, such as the spa, housekeeping, and maintenance, to determine the root cause of the issue.
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Offer Alternative Solutions:
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If possible, provide alternative options to satisfy the guest’s needs. This could include rescheduling the spa appointment, upgrading the room category, or offering a complimentary service to compensate for the inconvenience.
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Communicate Effectively:
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Keep the guest informed throughout the investigation and resolution process. Communicate regularly and transparently about the progress and any actions being taken to address the issue.
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Follow Up and Apologize:
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Once the issue is resolved, follow… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager