Can you describe a situation where you had to handle a difficult or upset guest? How did you resolve the issue?

Can you describe a situation where you had to handle a difficult or upset guest? How did you resolve the issue?

During my previous role as a receptionist at a busy hotel, I encountered a situation where a guest was very upset due to a mix-up in their reservation. The guest had booked a room with a specific view, but upon arrival, they were given a room with a different view.

To resolve the issue, I first listened attentively to the guest's concerns and empathized with their disappointment. I then apologized for the error and assured them that I would do everything in my power to make it right. I immediately contacted the hotel manager to see if there were any available rooms with the desired view.

Fortunately, there was a room available, and I arranged for the guest to be moved to that room while also offering a discount on their stay as a gesture of goodwill. I made sure to follow up with the guest later to ensure that they were satisfied with the resolution and to show that their comfort and satisfaction were a top priority for me and the hotel.

Overall, by actively listening, apologizing, finding a solution, and following up, I was able to handle the difficult situation effectively and turn a negative experience into a positive one for the guest.