When answering this question, focus on demonstrating your ability to remain calm, empathetic, and solution-oriented in challenging situations. Start by briefly describing the context and the specific issue with the guest. Then, explain the steps you took to address the problem, highlighting any communication techniques or strategies you used to de-escalate the situation. Finally, discuss the outcome and any positive feedback or lessons learned from the experience.
Example: "In my previous role as a Cruise Director, I encountered a guest who was extremely upset about a scheduling change for one of our main events. I listened to their concerns without interrupting, acknowledged their frustration, and apologized for the inconvenience. I then offered alternative activities and arranged a special dinner reservation as a gesture of goodwill. The guest appreciated the effort, and we received positive feedback in our post-cruise survey."
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