If a guest accused you of bad service, what would you do?

An informal interview in a restaurant. We can see a male interviewer and female job applicant. Both are drinking coffee.

Customer is always right, even if they are wrong.

Most companies and hotels have this rule on the pages of their internal regulations and directives for employees. And they have it in capital letters.

Therefore you should never suggest you would argue with a guest. Oppositely, say you would give them additional questions, trying your best to understand their problem and address it, in a most appropriate way.

You can also say that you would offer them an assistance of “more experienced” colleague, or of your manager.


Sample answers

First of all, this is unlikely to happen. I always do my job in a responsible way, and try to exceed the expectations of every guest. But if it happened, if they complained, I would apologize, ask what I did wrong, and I would try to remedy it.

I would apologize and politely ask them to suggest what I should do. I would try to correct my mistake, and if I could not do it, I would call the manager and ask them to talk to the guest.

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, and I would address a similar situation in a better way next time. 

Making the next step to your new job contract.

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Amanda Seizling,

Your Personal Interview Coach