Luggage On Line

Hotel/Front Office - Guest complain?

I work in front office as a luggage porter, and am looking for receptionist job (i wanna do promotion). In my last interview, i was asked following question:

Tell me about situation you dealt when guest was very upset and complaint something, and as a result the guest was happy. How did you deal and what was complain?

this question was difficult for me. I need your suggestion and your version which suits my position. What can i say in that case.

And in generally, what do you suggest me to become receptionist in hotel.

you just give an honest answer. describe a time when this happened to you.

if, like most people who are asked this question you are not in a position where you deal with complaints.you refer them to a supervisor and the interviewer knows nothing about your job, you say a generic answer like, a guy had a complaint, you took him to whoever and they solved the complaint. customer was happy because you knew where to bring them to address his complaint.

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