Hyatt Mock Interview
Practice 35 Hyatt interview questions covering guest service, hospitality values, and luxury hotel operations.
Question 4 of 35
Hyatt Hotels is known for its responsiveness to the customer. We encourage customer feedback. How would you respond if a customer left a negative review of yourself or Hyatt online?
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James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
In our digital age, with so much riding on our online reviews, it's imperative that negative reviews see a swift and adequate response. Some businesses will hire experts to handle their online reputation. These online reputation management services are precious to companies such as hotels and resorts, as many potential customers first go online to read reviews before making a reservation. The interviewer needs to know that you understand the importance of a timely response and how crucial it is to manage all reviews professionally. Reassure the hiring manager that you are capable. Be confident as you speak.
Experts suggest the following when dealing with negative online reviews:
- Respond quickly to any reviews that are reasonable or understandable
- Do not become defensive
- Give a brief public response then offer a more personal private response if possible
- Address the most important parts of the feedback
- Reinforce the fact that you care about your quality and customer experience
James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
"I would be upset to see a negative review online because I put so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would reach out to the customer and first apologize for the misstep, and if the situation could be remedied, I'd ask them if I could right the wrong. And if they were willing, I would follow their lead and recommendations to the letter."
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