Customer is always right, at least according to the internal policy of most companies and hotels. Therefore you should never suggest arguing with a guest. Oppositely, you should suggest giving them additional questions, trying to make them satisfied with your service. You can also say you would offer them an assistance of “more experienced” colleagues, or call a manager, if you did not handle the problem on your own.
First of all, this is unlikely to happen, as I always do my job in a responsible way and try to exceed the expectations of guests. But if it happened, I would apologize, ask what I did wrong, and I would try to remedy it.
I would apologize and politely ask them what I should do better. I would try to correct my mistake, and if I could not, I would call the manager to address the situation.
I would try to stay calm, listen to their needs and complaints, and act according to the hotel policy. Later I would remember the lesson I learned in that particular situation, to ensure I’d approach another guest in a better way next time.
Taking the next step towards a coveted job contract
If you enjoyed the analysis of eight common receptionist interview questions, but feel like studying a bit more, preparing better than your competitors do prepare for the interview, you can have a look at my Receptionist Interview Guide. Winning interview strategies and brilliant answers to twenty-five most common interview questions for receptionists will help you to get rid of stress, and you will know that you did your very best to succeed.
One way or another, I wish you godo luck in your interview!
Your Personal Interview Coach