When answering this question, focus on demonstrating your problem-solving skills, empathy, and ability to stay calm under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your response.
Example:
Situation: Describe a specific instance when a guest had a complaint.
Task: Explain your responsibility in resolving the complaint.
Action: Detail the steps you took to address the guest's concerns. Highlight your communication skills, empathy, and any coordination with other departments.
Result: Share the positive outcome that resulted from your actions, such as the guest leaving satisfied or a positive review.
Sample Answer:
"In my previous role as a Guest Services Manager, a guest approached the front desk visibly upset because their room was not ready upon arrival. My task was to ensure the guest felt heard and to resolve the issue promptly. I calmly listened to their concerns, apologized for the inconvenience, and offered them a complimentary drink at the hotel bar while they waited. I also coordinated with housekeeping to expedite the room cleaning. As a result, the guest appreciated the prompt attention and left a positive review about the service recovery on our website."
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