INTERMEDIATE LEVEL

Tell me about a time when you had to handle a guest complaint about the resort facilities.

Sample answer to the question

Once, I had a guest complaint about the resort's gym facilities. The guest found the equipment to be outdated and not functioning properly. I listened attentively to their concerns and empathized with their frustration. I assured them that I would address the issue promptly. I immediately contacted the maintenance team to inspect the gym equipment and arrange for repairs. While the repairs were being done, I offered the guest complimentary access to a nearby fitness center, ensuring that their fitness needs were still met during their stay. I followed up with the guest to update them on the progress of the repairs and ensured that they were satisfied with the solution.

A more solid answer

In my role as a Resort Concierge, I encountered a guest complaint about the resort's pool facilities. The guest expressed disappointment with the cleanliness and maintenance of the pool area. To address the issue, I first apologized sincerely to the guest and reassured them that I would personally look into their concerns. I immediately contacted the pool maintenance team to conduct a thorough inspection and cleaning of the pool area. I also coordinated with housekeeping to ensure that the pool area met the highest standards of cleanliness. Additionally, I informed the guest about the actions taken and offered them a complimentary poolside cabana for the remainder of their stay as a gesture of goodwill. I followed up with the guest to ensure their satisfaction and to see if there were any other ways I could enhance their experience at the resort.

Why this is a more solid answer:

The solid answer provides more specific details about how the candidate handled the guest complaint. It demonstrates their ability to take ownership of the issue, communicate effectively with the relevant teams, and offer a thoughtful solution. The candidate also goes above and beyond by offering a complimentary upgrade to the guest. However, the answer could still provide more context about the candidate's problem-solving skills and their ability to handle high-pressure situations.

An exceptional answer

During my time as a Resort Concierge, I faced a challenging guest complaint about the resort's dining facilities. The guest had dietary restrictions and was disappointed with the limited options available for them. To address the issue, I scheduled a meeting with the executive chef and the guest to discuss their dietary requirements in detail. We developed a personalized menu that catered to the guest's restrictions, ensuring a delightful dining experience. I also shared the guest's preferences with the restaurant staff to ensure consistent service throughout their stay. Additionally, I went above and beyond by arranging for a private cooking class with the executive chef, where the guest learned how to prepare delicious meals within their dietary restrictions. The guest expressed their gratitude and left a positive review highlighting the exceptional service they received.

Why this is an exceptional answer:

The exceptional answer showcases the candidate's exceptional problem-solving skills, communication abilities, and attention to detail. The candidate not only addresses the guest's immediate concerns but goes above and beyond to provide a personalized dining experience. The mention of arranging a private cooking class demonstrates the candidate's ability to create memorable experiences for guests. The answer could be further improved by discussing the candidate's ability to handle high-pressure situations.

How to prepare for this question

Familiarize yourself with the resort's facilities and services to provide accurate information to guests.
Develop excellent communication and interpersonal skills, as they are essential for handling guest complaints.
Practice active listening to demonstrate empathy and understanding towards guests' concerns.
Learn about problem-solving techniques and strategies to effectively address guest complaints.
Stay updated on local attractions and events to offer valuable recommendations and enhance the guest experience.
Be prepared to think creatively and go the extra mile to exceed guest expectations.
Stay calm and composed in high-pressure situations, ensuring professionalism and effective resolution of guest concerns.

What interviewers are evaluating

Customer service excellence
Problem-solving
Communication
Hospitality