Anonymous

Can you please share us your experience on handling conflict situations? How did you manage the guest expectation?

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Danae Hitch Profile
Danae Hitch answered

This sounds like a question that would be on a job application.....? If so, they are asking how you would handle a conflict that would come up when you are with a guest.

I'm taking a wild guess here and this might be for a job in a hotel or something similar.

If so, if a guest were to come to you with a complaint, how would you handle it? Let's say that a guest came up to you and told you that their room was filthy - there was hair on the pillow cases, the towels were dirty and the bathroom hadn't been cleaned.

So, what would you do to satisfy the guest? They are looking to see how well you would handle a difficult situation where everyone wins. You might tell the guest that you will upgrade their room at no charge (you might see if you have the ability to do that); you might tell them that housekeeping will come up right away and get the room all cleaned up and here's a voucher for a free meal at the hotel restaurant.

When you have a question like this, you need to think of a situation where you (or a friend or family member) has encountered a bad situation and how was it solved and were they happy with the resolution. They don't want you to buckle under pressure - they want to see how you would handle the conflict.

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