The interviewer would like to see that you have the common sense that it takes to deal with guest problems. Working in the customer service industry, and within the hospitality industry, means that you will come across customer complaints on a regular basis. Most will be simple to solve, but some will take additional thinking and reliance on your customer service training. Walk the interviewer through the ways that you would sort out a problem for an unsatisfied guest.
"I have been taught to solve customer complaints in three easy steps. Ask, Repeat, Resolve. What this means is that I ask the guest for a breakdown of what is bothering them. I then repeat their issue back to them, in their own words. Once we have confirmed that the grievance is fully understood, I ask them what they would like to see as a resolution. Guests want to be heard, and they want to see that you are trying to help. If their request can be made, as it usually is, then I comply and work towards a resolution."
"I am sure that Westgate Resorts, Ltd. has a great training program when it comes to dispute resolution and guest complaints. From instinct, I would say that I would first ensure that I fully understood their issue. Next, I would give a few options as to what I can do to help. Once we concluded, I would follow up a short time later to ensure full guest satisfaction."