Sample interview questions: Can you share an example of a time when you had to handle a visitor-related issue that required involvement from human resources or personnel departments?
Sample answer:
One example of a visitor-related issue that required involvement from human resources or personnel departments occurred during my previous role as a Visitor Experience Specialist at a popular tourist attraction. A visitor had lodged a complaint regarding the behavior of one of our staff members, which required immediate attention and intervention from the HR department.
The visitor explained that while interacting with a staff member at one of our exhibits, they felt extremely disrespected and discriminated against. They claimed that the staff member made derogatory comments based on their nationality. As a Visitor Experience Specialist, it was my responsibility to ensure that every visitor had a positive and inclusive experience, so I immediately took the complaint seriously and empathetically listened to the visitor’s concerns.
After ensuring the visitor’s immediate comfort and offering an apology on behalf of the attraction, I informed my supervisor about the incident and initiated the involvement of the HR department. I provided a detailed account of the incident, including the visitor’s statement and any potential witnesses. I also ensured that privacy and confidentiality were maintained throughout the process.
The HR department promptly launched an investigation into the incident, following the organization’s established protocols and policies. They interviewed the visitor, witnesses, and the accused staff member, and collected any relevant evidence. Additionally, they reviewed the staff member’s past performance records and conducted reference checks to gather a comprehensive understanding… Read full answer
Source: https://hireabo.com/job/11_1_17/Visitor%20Experience%20Specialist