Interview Question: Can you describe a challenging situation or conflict you encountered as a hotel manager and how you resolved it?

As a hotel manager, I encountered a challenging situation when a large group of guests arrived unexpectedly without prior reservation during a busy weekend. This led to overbooking and numerous complaints from other guests who had booked in advance.

To resolve this conflict, I immediately apologized to the affected guests and offered them complimentary upgrades or discounts on their stay. I also coordinated with nearby hotels to accommodate some of the guests who could not be accommodated at our property. Additionally, I implemented new booking procedures to prevent such situations in the future, including setting up a waitlist system for busy weekends.

By addressing the issue promptly, offering solutions to the affected guests, and implementing preventive measures, I was able to resolve the conflict and ensure guest satisfaction while maintaining the hotel's reputation.