Tell us about a time when you had to handle a challenging guest. How did you handle the situation?

Sample answer to the question

I once had a challenging guest while working as the Cruise Director on a cruise ship. The guest was upset because their room was not ready when they boarded the ship. I immediately approached the guest with a friendly and understanding demeanor to calm them down. I apologized for the inconvenience and assured them that I would personally resolve the issue. I quickly contacted the housekeeping department to expedite the room cleaning process and kept the guest updated throughout. I also offered the guest a complimentary drink at the onboard bar while they waited. By the time their room was ready, the guest's frustration had turned into appreciation for my prompt and attentive service.

A more solid answer

In my role as the Cruise Director, I encountered a challenging guest who was unhappy with their onboard dining experience. Their dissatisfaction stemmed from a mix-up in their reservation, leading to a delay in seating. I immediately approached the guest with empathy and active listening, understanding their frustration. I calmly apologized for the inconvenience and assured them that I would personally oversee their dining experience to make it right. I quickly liaised with the restaurant manager to arrange a VIP table with a personalized menu. Throughout the evening, I periodically checked in with the guest, ensuring their every need was met. By the end of the meal, the guest's initial frustration had transformed into sincere gratitude for the exceptional service they received.

Why this is a more solid answer:

The solid answer provides a more detailed account of the candidate's handling of a challenging guest situation. It highlights the use of their interpersonal and communication skills by actively listening to the guest, apologizing sincerely, and ensuring their needs were met. It also demonstrates adaptability and problem-solving skills by quickly liaising with the restaurant manager to provide a VIP dining experience. However, it could still provide more specific details about how the candidate managed their team and addressed any potential issues that arose during the VIP dining experience.

An exceptional answer

During my time as the Cruise Director, I faced a challenging guest situation when a passenger became upset due to a canceled shore excursion. The guest had been looking forward to a particular excursion but was informed that it had to be canceled due to unforeseen circumstances. Recognizing the guest's disappointment, I immediately approached them with a genuine understanding of their frustration. I proactively proposed an alternative, equally enjoyable excursion and personally arranged for their transfer to the new destination. Additionally, I made sure to follow up with the guest throughout the day, offering any assistance they may need. Ultimately, the guest expressed their gratitude for my proactive approach in turning a potentially negative experience into a positive one.

Why this is an exceptional answer:

The exceptional answer provides a well-rounded and comprehensive response that showcases the candidate's exceptional handling of a challenging guest situation. It goes beyond the basic and solid answers by presenting a more complex scenario involving the cancellation of a shore excursion and the candidate's proactive approach in offering a suitable alternative. The answer also demonstrates the candidate's ability to follow up and ensure the guest's satisfaction throughout the day. Overall, the candidate's exceptional response highlights their strong interpersonal and communication skills, adaptability, problem-solving abilities, and commitment to providing a positive guest experience.

How to prepare for this question

Reflect on past experiences where you had to handle difficult or challenging guests in a professional setting.
Think about how you effectively communicated with and resolved issues for these guests.
Consider how you remained calm and empathetic while dealing with challenging situations.
Highlight any instances where you proactively turned a negative experience into a positive one.
Practice storytelling to effectively convey the details and outcomes of your guest interactions.

What interviewers are evaluating

Interpersonal and communication skills
Adaptability and problem-solving skills