How will you handle challenging situations?

Question

Accepted Answer

I approach challenging situations with empathy, active listening, and problem-solving to ensure guest satisfaction and resolution.

Stay calm and composed: For example, if a guest is upset about a booking error, I would listen attentively and reassure them.
Empathize with the guest: I would acknowledge their feelings and express understanding, such as saying, 'I can see why this is frustrating for you.'
Offer solutions: I would present options to resolve the issue, like providing a complimentary upgrade or a discount on their next stay.
Follow up: After resolving the issue, I would check back with the guest to ensure they are satisfied with the solution and their experience.

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