When answering this question, emphasize your ability to stay calm and professional under pressure. Explain the steps you take to understand the guest's issue, such as actively listening and empathizing with their situation. Provide a specific example where you successfully resolved a conflict or complaint, highlighting the positive outcome for the guest and the hotel. For instance, you might say:
"In my previous role, a guest was unhappy with the cleanliness of their room. I listened to their concerns, apologized for the inconvenience, and immediately arranged for a thorough cleaning. Additionally, I offered a complimentary service as a gesture of goodwill. The guest appreciated the prompt response and left a positive review."
This demonstrates your commitment to guest satisfaction and your proactive approach to problem-solving.
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