Can you provide an example of a time when you successfully resolved a guest complaint and how did you handle the situation?

Hotel Manager Interview Question: Can you provide an example of a time when you successfully resolved a guest complaint and how did you handle the situation?

During my time as a hotel manager, I encountered a situation where a guest had a complaint about the cleanliness of their room. The guest had found some issue with the bathroom and was understandably upset. I immediately apologized to the guest and promised to resolve the issue promptly.

First, I personally inspected the room to understand the problem. After identifying the issue, I coordinated with the housekeeping staff to rectify the cleanliness concern. I made sure that the room was thoroughly cleaned and sanitized to the guest's satisfaction.

To further address the guest's concern, I offered a complimentary meal at the hotel restaurant as a gesture of goodwill. I also followed up with the guest after their stay to ensure that they were happy with the resolution.

This experience taught me the importance of swift and effective complaint resolution in maintaining guest satisfaction. By listening to the guest, taking immediate action, and offering a gesture of goodwill, I was able to turn a negative experience into a positive one for the guest.