Interview Question

Outlet Supervisor Interview

-Provo, UT

Marriott International

give an exampld of how tou handled a difficult situation

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33 Answers

22

I"ll handle situation very innocently and calmly and patiencely because if we handle situation in angriness and fastly some more problems occur

Tabish mirza on

6

Difficult situations will always be present in the work environment both with guests and staff. It will not always be a win win for both parties but the best solution is important. For guests , its important to hear both sides of the incident before trying to find a solution. Satisfying the guest is important to keep a guest than to find a new one. Make a decision that will atleast motivate the guest to want to come back or to sell the company to someone. The rules and regulations still important . Staffs are very important for the functioning of the company. Rules and policies are there to guide and so a solution should not jeopardize the company.

Anonymous on

13

to answer this question, it is necessary to determine the time limit for decision , the quick decision is different from the decisions of the longer time.In the case of the quick decision of the critical situations, the first step is to inform the administration and obtain a mandate to take an appropriate decision.If the problem concerns the customer i will excert solicitude to satisfy the customer the best service - - - 2 - If the problem related to administrative action will be decisions to abide by the decisions and rules In case there is sufficient time to the decision and obtained the authorization from top management to do so, it means that the problem is related to administrative work and will be the procedures 1 - abide by the rules and laws 2 - the several alternatives to solutions 3 - the development of a plan to implement each solution 4 - choice the solution must contain this important point (- A - The fastest - B The least cost - the appropriate resources available 4 - Decent level of quality 5 - does not conflict with the plan and the approach of the higher management) thats my way in critical situations

Anonymous on

4

“Yes, I can. Approximately 3 weeks ago, whilst at work I overheard a particularly disturbing conversation between two work colleagues. One of the work colleagues was being verbally abusive to the other person. There had already been rumours in the office that the two of them did not get on particularly well and now it had come to a head in the canteen during a work break. Although the situation was none of my business, I was extremely concerned with some of the abusive comments one of my colleagues was making and I felt this was not acceptable as it appeared to be bullying in nature. Any form of bullying in the workplace is not acceptable and I was determined to intervene. My end goal was to seek a resolution to the situation and in order to achieve this, I would need to speak them both in private to seek a way forward. First of all, I spoke to the person who was on the receiving end of the verbal abuse. I spoke to her in private and calmly told her that I was aware of the comments the other work colleague had been making. She informed me that she was having issues with him as he had been making unwanted comments towards her about her performance at work and that she felt uncomfortable in his company. After gathering the information from her I decided to speak to the man who had been making these comments. I spoke to him in private and calmly explained that I had overheard his comments in the canteen area and that I was not happy with what I had heard. He reacted angrily to me and told me that it was none of my business and that I should keep my nose out of it. I remained calm, spoke in a soft but assertive manner and told him that his comments were, in fact, bullying in nature, which was against our companies policy. I went on to inform him that these comments were not just unwelcome by the person they were aimed at, but they were also unwelcome by me, too. As soon as I mentioned this to him, his attitude changed. He told me he was finding work stressful and that he felt his work colleague was not pulling her weight. After listening to his concerns, I explained to him that there was perhaps a better way of resolving this issue and that he should seek to build a better relationship with his work colleague and even offer to help her improve her quality of work, as opposed to making abusive and threatening comments. He agreed with my suggestion and apologized to me for his behaviour. I thanked him for being reasonable and suggested he should also apologise to his work colleague and get together with her to find a way forward. I also offered at this stage to mediate the meeting between them, to which he agreed. After the mediation meeting, both work colleagues agreed to work together in a more harmonious manner and the man promised never to bully or intimidate his work colleague again. Instead, he offered to support her and help her to improve. I felt that by intervening in this situation I was able to prevent it from deteriorating further and ultimately turned a negative situation into a positive one.

Anonymous on

3

First of all we have to know that how would the problem effects our performance or workplace than I discussed it with my senior supervisors or site manger than we develop a proper alternatives to solve the concern problem.

Anonymous on

6

to answer this question, it is necessary to determine the time limit for decision , the quick decision is different from the decisions of the longer time.In the case of the quick decision of the critical situations, the first step is to inform the administration and obtain a mandate to take an appropriate decision.If the problem concerns the customer i will excert solicitude to satisfy the customer the best service - - - 2 - If the problem related to administrative action will be decisions to abide by the decisions and rules In case there is sufficient time to the decision and obtained the authorization from top management to do so, it means that the problem is related to administrative work and will be the procedures 1 - abide by the rules and laws 2 - the several alternatives to solutions 3 - the development of a plan to implement each solution 4 - choice the solution must contain this important point (- A - The fastest - B The least cost - the appropriate resources available 4 - Decent level of quality 5 - does not conflict with the plan and the approach of the higher management) thats my way in critical situations

Naume on

20

At First We Have To Smile In Every Situation So That We Can Send The Positive Vibrations To The Opposite Person And He Will Listen What We Are Saying.If Not Both Can Discuss And Slove The Problems

Anonymous on

17

to answer this question, it is necessary to determine the time limit for decision , the quick decision is different from the decisions of the longer time.In the case of the quick decision of the critical situations, the first step is to inform the administration and obtain a mandate to take an appropriate decision.If the problem concerns the customer i will excert solicitude to satisfy the customer the best service - - - 2 - If the problem related to administrative action will be decisions to abide by the decisions and rules In case there is sufficient time to the decision and obtained the authorization from top management to do so, it means that the problem is related to administrative work and will be the procedures 1 - abide by the rules and laws 2 - the several alternatives to solutions 3 - the development of a plan to implement each solution 4 - choice the solution must contain this important point (- A - The fastest - B The least cost - the appropriate resources available 4 - Decent level of quality 5 - does not conflict with the plan and the approach of the higher management) thats my way in critical situations

Anonymous on

4

Focus and dont panic

Anonymous on

2

Stay calm and handle the situation than you get a solution for the problem

Anonymous on

2

I will do my best with the help of my interpersonal skills by follwing Organization Rules and Regulations.Will keep myself patiencely and possitive to handle this situation.in this dificult time my most first priority is my guest and customers.

Anonymous on

2

I will Stay calm to slove the difficult situation. Will not take anything personally.

Anonymous on

3

Calm and take a better decision

Anonymous on

1

I wouldn't try my best to handle the situation if anything escalate and it's pass my level I'll get my supervisor

Anonymous on

1

Firstly in handling difficult situations it's important to have a positive look and to create a comfortable atmosphere in other to avoid tension and also being very patient and calm bcus hesty decisions will lead to more trouble

Anonymous on

2

First I will try to do it on my own if I can't do it on my own then I will ask for help well if the person I'm asking for help is not able to help me I will ask for a higher person and Order to help the customer

Anonymous on

2

Contact front desk supervisor stay calm assess the situation try to resolve it in a grateful for

Anonymous on

2

Stay calm and handle the situation so we can solve the problem

Anonymous on

3

“Yes, I can. Approximately 3 weeks ago, whilst at work I overheard a particularly disturbing conversation between two work colleagues. One of the work colleagues was being verbally abusive to the other person. There had already been rumours in the office that the two of them did not get on particularly well and now it had come to a head in the canteen during a work break. Although the situation was none of my business, I was extremely concerned with some of the abusive comments one of my colleagues was making and I felt this was not acceptable as it appeared to be bullying in nature. Any form of bullying in the workplace is not acceptable and I was determined to intervene. My end goal was to seek a resolution to the situation and in order to achieve this, I would need to speak them both in private to seek a way forward. First of all, I spoke to the person who was on the receiving end of the verbal abuse. I spoke to her in private and calmly told her that I was aware of the comments the other work colleague had been making. She informed me that she was having issues with him as he had been making unwanted comments towards her about her performance at work and that she felt uncomfortable in his company. After gathering the information from her I decided to speak to the man who had been making these comments. I spoke to him in private and calmly explained that I had overheard his comments in the canteen area and that I was not happy with what I had heard. He reacted angrily to me and told me that it was none of my business and that I should keep my nose out of it. I remained calm, spoke in a soft but assertive manner and told him that his comments were, in fact, bullying in nature, which was against our companies policy. I went on to inform him that these comments were not just unwelcome by the person they were aimed at, but they were also unwelcome by me, too. As soon as I mentioned this to him, his attitude changed. He told me he was finding work stressful and that he felt his work colleague was not pulling her weight. After listening to his concerns, I explained to him that there was perhaps a better way of resolving this issue and that he should seek to build a better relationship with his work colleague and even offer to help her improve her quality of work, as opposed to making abusive and threatening comments. He agreed with my suggestion and apologized to me for his behaviour. I thanked him for being reasonable and suggested he should also apologise to his work colleague and get together with her to find a way forward. I also offered at this stage to mediate the meeting between them, to which he agreed. After the mediation meeting, both work colleagues agreed to work together in a more harmonious manner and the man promised never to bully or intimidate his work colleague again. Instead, he offered to support her and help her to improve. I felt that by intervening in this situation I was able to prevent it from deteriorating further and ultimately turned a negative situation into a positive one.”

Anonymous on

1

Get into root of problem then understanding from every side and solving using minimum effort to benefit every parties is simplest way to solve any problem.

Anonymous on

2

Dealing with the client is not difficult. I do the customer's threats. I explain to him the policy of the company. He listened to the problem that he experienced and listened to him well and presented him with appropriate solutions and solutions within the company's political framework and his service in the best form and welcome him because he is the most important in our work in the company

Anonymous on

1

Main ek acha cook Hu mujhe apna kam Shambhala acha aata Hai

Anonymous on

1

Found excellent read: bit.ly/faang100

Anonymous on

0

The best way to handle a difficult sitiation is by first accessing,understanding and the lastly based on you review of the situation decide what is the best source of action to be taken to either fix or control the situation.

Anonymous on

0

Non of the situation is difficult, it's up to us how we react or take the situation. In my opinion calmness and the knowledge in us will be the best thing to handle the unpleasant situation.. Unpleasant situation is the part of the time and the good thing about time is it changes we just need to understand the value of time and lead the time instead being in time.. "Do Good , Be Good and See Good" non of the situation will be difficult..

Keshav pun magar on

0

An example of how to deal with a difficult situation depends on what makes it difficult. Whether it be the attitude of the individual being belligerent, or is it an employee overstep, You find out what the rules regulations and legal liabilities are in place when making a tactical deduction on which way to get o. If at any point you see a legal issue in place supervisory assistance is a must. Following a quick deduction process on the issue at hand, your attempt, with a calm confident and knowledgeable appearance, to get the guests to feel like they were accommodated by way of listening to their issue and taking it seriously. Nothing will irritate a guest more than the insulting action of blowing past their issue or limiting its importance in front of them. If you know the procedures, regulations, and any legal ramifications with the issue then you go about using those with a calm confident attitude. The attitude in which you approach the guest and any other employee that they’re having a problem with is very important. Quick tactical decision making on what level of employment is required to give a full and satisfactory answer is the most important. Don’t try to do things over your head because those may be used against your employer in a negative position. If you do know what you’re doing and you know the regulations and rules that are to be applied, then you are to use those with confidence in a calm nature, and perseverance. Finding a way for the guests to feel that they were heard and their problem was dealt with is the key result. Sometimes people like to have the power to tell people what to do, and as an employee of a service sometimes you need to be able to understand that they are using their ability in which they may not have in their day-to-day lives. This is why a quick tactical decision must be made on whether you are the proper agent level for this decision to be made. If you are go forward with that calm and confident attitude.

Anonymous on

0

One need to be calm, professional, and a great sense of attention to the guest in question, making sure he or she understand the situation better and immediately, take proactive steps and actions order to deal with the situation, follow-up and after you done solving the situation, I apologize to the guest and thank the guest for his patience..,

Anonymous on

0

Relax,Listen,analyze the situation,concentrate and dont be passive. Wrong desicion leads to wrong communication.

Anonymous on

0

Agree

Anonymous on

0

First i will be open my main and try to be understan about the situation. Take good personal to communicate with other person. Dont push it just take easy ,calm down and handle wih smile

Putu wijaya on

1

Stay calm contact the front desk for management been logged down what happened in the situation

Anonymous on

42

I give my best to handle the difficult situation. If need i take help of my supervisor. But not always. I try to solve the problem by myself as per company rules and regulations.

Anonymous on

2

There's no such thing as difficult situations, only difficult people. I'm very good at cutting off people who create difficult situations.

Anonymous on

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