Post Graduate Question:

Any hotel or tourism institute worth its salt spends a lot of time teaching its students about dealing with tough customers. Checking your textbooks for answers is a good idea, but please do so before the interview takes place. If you know somebody in the industry, then it would be a good idea to speak to him or her and ask about how such situations are handled in the workplace. If you have time, then give an example or two about how you dealt with an angry or bad customer in the past with tact, politeness and firmness. Acknowledge that the approach taken with angry customers may depend on the style and formality of the institution, for example a five star hotel may have a different approach to a fast food cafe.