When answering this question, focus on demonstrating your conflict resolution skills, communication abilities, and professionalism. Use the STAR method (Situation, Task, Action, Result) to structure your response.
Example:
Situation: Describe a specific instance where there was a conflict between guests or team members.
Task: Explain your role in the situation and what needed to be resolved.
Action: Detail the steps you took to address and resolve the conflict. Highlight your communication skills, empathy, and problem-solving abilities.
Result: Share the outcome of the situation, emphasizing any positive results such as improved relationships, satisfied guests, or a harmonious team environment.
Sample Answer: "At my previous job, two guests were arguing over a double-booked room. As the Front Desk Agent, I stepped in to mediate. I listened to both parties, acknowledged their frustrations, and offered a solution by upgrading one guest to a better room at no extra charge. Both guests were satisfied with the resolution, and the situation was defused quickly."
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