Tell me about a time when you had to handle a difficult guest complaint. How did you resolve the issue?

Sample answer to the question

There was a time when a guest at our hotel complained about the air conditioning in their room not working properly. I listened to the guest's concerns and empathized with their discomfort. I immediately contacted the maintenance team to address the issue. While waiting for the maintenance team, I offered the guest a temporary solution by providing a portable fan to keep them cool. Once the maintenance team arrived, I ensured they resolved the problem promptly. I followed up with the guest to make sure they were satisfied with the resolution and offered any additional assistance they may need. The guest appreciated the quick response and how I handled the situation professionally.

A more solid answer

In my previous role as a concierge, I encountered a challenging guest complaint about a noisy neighbor disrupting their sleep. I actively listened to the guest's concerns and offered my sincere apologies for the inconvenience. To address the issue, I immediately contacted the guest's neighbor in a discreet yet assertive manner, reminding them of the hotel's quiet hours policy and requesting them to lower their noise level. I also followed up with security to ensure they patrolled the area regularly throughout the night. To compensate for the disrupted sleep, I arranged for a complimentary breakfast voucher to be delivered to the guest's room the next morning. The guest expressed their gratitude for my prompt response and effective resolution of the problem.

Why this is a more solid answer:

The solid answer provides specific details about the candidate's interpersonal skills by mentioning active listening and offering sincere apologies. It also demonstrates strong problem-solving abilities by taking assertive action to address the noise issue and arranging for additional compensation. However, it could further improve by including details about the candidate's organizational skills, such as coordinating with security and ensuring regular patrols.

An exceptional answer

During my time as a concierge, I faced a difficult guest complaint concerning a mix-up in their dinner reservation at a popular restaurant. The guest had been looking forward to this reservation for weeks and was understandably disappointed. I immediately took charge of the situation by contacting the restaurant manager and explaining the issue. While the manager resolved the reservation mistake, I went above and beyond to make the guest feel valued and appreciated. I personally reserved a table at a similar high-end restaurant nearby and arranged a complimentary chauffeured car service for their transportation. To ensure a seamless experience, I provided the guest with detailed directions and recommendations for dishes at the new restaurant. The guest was delighted with the alternative arrangement and expressed their gratitude for the exceptional service they received.

Why this is an exceptional answer:

The exceptional answer showcases the candidate's exceptional customer service and interpersonal skills by going above and beyond to resolve the complaint. It also demonstrates their problem-solving abilities by quickly finding an alternative solution and arranging additional amenities. The candidate's attention to detail and knowledge of the local area are evident in their ability to provide detailed directions and restaurant recommendations. Overall, this answer exceeds expectations by providing an outstanding resolution to the guest's complaint.

How to prepare for this question

Highlight examples from previous experiences where you handled difficult guest complaints effectively and achieved positive resolutions.
Emphasize your excellent verbal and written communication skills as they are essential for addressing guest complaints.
Demonstrate your ability to remain calm and composed in stressful situations, as this role often requires handling complaints under pressure.
Research and familiarize yourself with local attractions, dining options, and entertainment venues to provide accurate recommendations and enhance the guest experience.

What interviewers are evaluating

Outstanding customer service and interpersonal skills.
Strong organizational skills and attention to detail.
Problem-solving abilities and proactive approach.