answer for airport lounge receptionist Tell me about a time when you have had to influence a senior manager, stakeholder or partner, or deliver a difficult message, and how you went about this.

In my previous role as a customer service supervisor at an airport lounge, I encountered a situation where we needed to implement a new protocol for handling guest feedback that required buy-in from senior management. The existing process was outdated, leading to delays in resolving issues and affecting overall customer satisfaction. To influence the senior manager, I first gathered data on customer feedback trends and complaints over a three-month period. I identified key pain points that our guests were experiencing and how the delays in addressing these issues led to negative reviews and decreased loyalty. I then created a proposal outlining a revised feedback process that included quicker response times, designated staff for resolving issues, and improved tracking metrics. I scheduled a meeting with the senior manager, ensuring I had all relevant data and a clear presentation ready. During the meeting, I presented my findings and the potential positive impact of the new protocol on customer satisfaction and retention. I also addressed potential concerns about implementation by including a phased roll-out plan and training for staff. The meeting was constructive, and I was able to effectively communicate the benefits while showing that I valued the manager's input by inviting feedback on the proposal. By the end of our discussion, the senior manager agreed to pilot the new process, and we saw a significant improvement in customer feedback scores in the following months. This experience taught me the importance of data-driven arguments and effective communication when influencing decision-makers and delivering potentially difficult messages about changing established practices.