How do you handle situations where a guest requests something outside of hotel policies or procedures?

Sample interview questions: How do you handle situations where a guest requests something outside of hotel policies or procedures?

Sample answer:

1. Acknowledge and empathize with the guest’s request. Let the guest know that you understand their request and that you appreciate their patience. Never dismiss or belittle guest requests.
2. Review hotel policies and procedures. Determine if there is any flexibility within the policy that would allow you to accommodate the guest’s request.
3. Explore alternative solutions. If the request cannot be accommodated within the policy, work with the guest to find an alternative solution that meets their needs while adhering to hotel standards.
4. Communicate clearly and professionally. Explain the hotel’s policies and procedures to the guest in a clear and concise manner. If the gues… Read full answer

   Source: https://hireabo.com/job/11_0_1/Front%20Desk%20Manager