Can you give an example of a time when you successfully resolved a guest complaint?

Example: Can you give an example of a time when you successfully resolved a guest complaint?

During my time as a Hotel Manager at [Hotel Name], I encountered a guest who was unhappy with the cleanliness of their room. The guest had found some dust and debris under the bed and was quite upset about it.

I immediately apologized to the guest for the oversight and assured them that I would personally address the issue. I promptly called the housekeeping staff to re-clean the room and also offered the guest a complimentary upgrade to a higher room category for the inconvenience caused.

After the room was cleaned to the guest's satisfaction, I personally checked in with them to ensure that everything was in order and to apologize once again for the inconvenience. The guest was appreciative of the quick resolution and the gesture of the complimentary upgrade.

This experience taught me the importance of swift and effective problem-solving in guest relations, and the value of going above and beyond to ensure guest satisfaction.