Great Wolf Lodge Mock Interview

Master 30 Great Wolf Lodge interview questions covering guest service, family entertainment, and waterpark operations.

Question 14 of 30

How do you communicate with an angry customer?

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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

When you work in the customer service and hospitality industry, you quickly learn that you cannot make everyone happy. And, that is okay! The interviewer would like to understand your approach when it comes to communicating with someone who appears to be upset with you. Do you become defensive, or do you shut down entirely? Are you nervous and unable to respond clearly? Assure the interviewer that you have handled situations like this before with professionalism.

Rachelle Enns

Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

"When a customer is angry, I take a few steps to ensure that the situation is handled properly. Calmly, I will respond to their grievance, ensuring that I fully understand their need. I make sure not to take it personally! Then, using my great listening skills, I empathize with their situation the best I can, give an apology, and then ask them what solution they would like to see. Once the situation is resolved, I will take a couple of minutes to myself, to restart my day in a positive mindset."

Rachelle Enns

Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

"Communicating with an angry customer is never fun, but I get through it by reminding myself not to take the situation personally. I actively listen to their problem, repeat it back to them to ensure full understanding, and then offer an apology. From there, I ask how we can solve their concern and then take corrective action."

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30Great Wolf Lodge Interview Questions & Answers

1.We have multiple locations. Are you willing to relocate to another Great Wolf Lodge resort?

2.How does your post-secondary education relate to a career in the hospitality industry?

3.How would you sort out a problem for an unsatisfied guest?

4.What do you know about the Great Wolf Lodge and our resorts?

5.Have you ever stayed at a Great Wolf Lodge resort? Tell me about your experience.

6.How would you react if a customer demanded early check-in service?

7.Our guests come from all over the world. Do you speak multiple languages?

8.We are open 24 hours a day, 365 days a year. How flexible is your schedule?

9.Do you have experience working cohesively with multiple departments?

10.Tell me about a time when you did something special for a customer.

11.Do you know the demographics of our guests?

12.What does hospitality mean to you?

13.If you could work in any of our departments, which would you choose?

14.How do you communicate with an angry customer?

15.What is your favorite destination? Sell it to me.

16.At Great Wolf Lodge we have a multitude of vendors. Tell me about your experience working directly with suppliers.

17.How would you react if a celebrity checked into our resort?

18.How would you sell Great Wolf Lodge versus our competitor down the street?

19.Name me three of our best services or amenities.

20.Working in hospitality can be a thankless job. How can we continue to motivate you to work hard for Great Wolf Lodge even on the more challenging days?

Great Wolf Lodge Mock Interview

How do you communicate with an angry customer?

30Great Wolf Lodge Interview Questions & Answers

1.We have multiple locations. Are you willing to relocate to another Great Wolf Lodge resort?

2.How does your post-secondary education relate to a career in the hospitality industry?

3.How would you sort out a problem for an unsatisfied guest?

4.What do you know about the Great Wolf Lodge and our resorts?

5.Have you ever stayed at a Great Wolf Lodge resort? Tell me about your experience.

6.How would you react if a customer demanded early check-in service?

7.Our guests come from all over the world. Do you speak multiple languages?

8.We are open 24 hours a day, 365 days a year. How flexible is your schedule?

9.Do you have experience working cohesively with multiple departments?

10.Tell me about a time when you did something special for a customer.

11.Do you know the demographics of our guests?

12.What does hospitality mean to you?

13.If you could work in any of our departments, which would you choose?

14.How do you communicate with an angry customer?

15.What is your favorite destination? Sell it to me.

16.At Great Wolf Lodge we have a multitude of vendors. Tell me about your experience working directly with suppliers.

17.How would you react if a celebrity checked into our resort?

18.How would you sell Great Wolf Lodge versus our competitor down the street?

19.Name me three of our best services or amenities.

20.Working in hospitality can be a thankless job. How can we continue to motivate you to work hard for Great Wolf Lodge even on the more challenging days?

21.Are you aware that there are sales goals and other important targets in this role with Great Wolf Lodge?

22.In which resort or hotel related software and programs do you have experience?

23.How do you feel about performance incentives?

24.Would you ever break the rules at Great Wolf Lodge to make a guest happy?

25.Have you ever received a negative review from a customer?

26.What questions do you have for me?

27.Tell me about a time when you had to work with a difficult person. How did you handle it?

28.Besides compensation, what do you value the most in the workplace?

29.How do you react to an increase in your workload?

30.How would you build rapport with our guests?