Can you provide an example of a time when you successfully resolved a customer complaint at your previous hotel?

Answer:

During my time at [Previous Hotel Name], I encountered a situation where a guest was dissatisfied with the cleanliness of their room. The guest expressed their concerns to me, and I listened attentively to understand the root of the issue. I then took immediate action by personally inspecting the room, identifying the areas of concern, and ensuring that they were promptly addressed.

I apologized to the guest for any inconvenience caused and offered a complimentary room upgrade as a gesture of goodwill. I also followed up with the guest after their stay to ensure that they were satisfied with the resolution provided. The guest was appreciative of the proactive approach taken to address their complaint, and they even left a positive review highlighting the exceptional customer service they received.

This experience reinforced the importance of effective communication, swift problem-solving, and a commitment to ensuring guest satisfaction. I believe that my ability to resolve customer complaints in a timely and satisfactory manner is a valuable asset that I bring to any hotel management role.