When answering this question, it's important to demonstrate your ability to stay calm under pressure, empathize with the guest, and find a satisfactory resolution. Start by explaining the importance of listening to the guest's concerns without interrupting. Show that you understand their perspective and validate their feelings. Provide a step-by-step example of a time when you successfully handled a difficult guest, detailing the actions you took and the positive outcome that resulted. Emphasize your communication skills, patience, and ability to collaborate with other departments to resolve issues. For instance:
"In my previous role, a guest was very upset about a booking error that resulted in them not having a room upon arrival. I listened to their concerns, apologized for the inconvenience, and immediately checked for available rooms. When none were available, I coordinated with a nearby hotel to secure a room for them and arranged transportation. The guest appreciated the effort and left a positive review about how the situation was handled."
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