Can you provide an example of a time when you successfully handled a difficult customer situation at the front desk?

Answer:

During a previous role at a busy hotel front desk, I encountered a challenging situation with an upset guest who was dissatisfied with their room due to a maintenance issue. I remained calm and empathetic, actively listened to their concerns, and quickly took steps to rectify the situation by offering to change their room to a different one of their choice.

I apologized sincerely for the inconvenience and assured them that their comfort and satisfaction were our top priorities. I also provided a complimentary upgrade and extended a discount on their stay as a gesture of goodwill. By addressing the issue promptly and professionally, I was able to calm the guest down, resolve the problem to their satisfaction, and ensure they had a positive experience overall.

This experience reinforced the importance of effective communication, problem-solving skills, and customer service in handling difficult situations at the front desk.