When answering this question, focus on a specific instance where you effectively handled a guest complaint. Use the STAR method (Situation, Task, Action, Result) to structure your response. Describe the situation and the nature of the complaint, explain your role and the actions you took to address the issue, and highlight the positive outcome that resulted from your intervention. Emphasize your communication skills, empathy, and ability to stay calm under pressure. For example:
Situation: A guest was unhappy because their room was not ready upon arrival.
Task: As the Resort Manager, it was my responsibility to ensure the guest's satisfaction and resolve the issue promptly.
Action: I apologized to the guest for the inconvenience, offered them a complimentary drink at the bar while they waited, and expedited the room cleaning process. I also provided a room upgrade as a gesture of goodwill.
Result: The guest appreciated the prompt and considerate response, left a positive review, and became a repeat customer.
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