1. Tell me about a time when you had to deal with an unhappy customer.
Overview
Front desk agents will often have to deal with unhappy guests, whether it's due to a problem with their room or a complaint about the hotel. A good answer will show you how they handled the situation and what they did to make the guest happy.
Overview
Front desk agents will often have to deal with unhappy guests, whether it's due to a problem with their room or a complaint about the hotel. A good answer will show you how they handled the situation and what they did to make the guest happy.
Interview Expectations
Friendly and professional communication skills
Willingness to help and to find new solutions to problems
Determination and generally helpful attitude,
Sample Answer
A guest came up to the front desk complaining about the size of their room. I apologized for the inconvenience and offered to see if we had any other rooms available. After checking, we found a larger room available and offered it to them at no extra charge.