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Customer Service interview question about Guest Complaints for Mid-Level Hotel Manager

How do you handle guest complaints to ensure customer satisfaction?

Hotel Manager

Customer Service

Asked at

Marriott International

Difficulty :

Medium

Explanation

This question assesses your ability to manage guest complaints effectively and maintain high customer satisfaction levels. Recruiters want to see your problem-solving skills, communication style, and ability to remain calm under pressure. A strong answer includes a specific example, a step-by-step approach, and positive outcomes. Avoid vague responses or failing to ensure guest resolution.

Answer Example

I address guest complaints by first actively listening to understand their concerns, then apologizing and offering a prompt solution. For example, when a guest complained about a noisy room, I immediately arranged for a quieter room and provided a complimentary breakfast as an apology. The guest left a positive review, praising the quick resolution.

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