Sample interview questions: Can you provide an example of a time when you had to manage a hotel during a major crisis communication or reputation management situation?
Sample answer:
During my tenure as a Hotel Administrator, I encountered a major crisis communication and reputation management situation when a guest fell ill due to a foodborne illness at our hotel’s restaurant. The guest’s experience was shared on social media platforms, leading to negative reviews and potential damage to our reputation.
To effectively manage this situation, I immediately activated our crisis communication plan. First and foremost, I ensured the guest’s well-being by offering immediate medical assistance and arranging for transportation to a nearby hospital. I also personally visited the guest at the hospital to express our concern and commitment to resolving the issue.
Simultaneously, I formed a crisis management team consisting of key staff members from various departments, including food and beverage, housekeeping, and guest services. This team helped in investigating the incident thoroughly to identify the root cause of the foodborne illness and implement necessary corrective measures.
To address the reputation management aspect, I quickly responded to the negative online reviews by expressing our sincere apologies and assuring guests that we take their safety and satisfaction seriously. I provided detailed information about the steps taken to investigate and resolve the issue, along with our commitment to prevent any such incidents in the futur… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator