Sample interview questions: How do you handle situations where a guest requests information or assistance outside of your area of expertise?
Sample answer:
Steps to Handle Requests Outside of Expertise:
- Acknowledge the Guest’s Request: Listen attentively and acknowledge their need, even if it falls outside your area of expertise.
- Express Empathy and Understanding: Show genuine concern for the guest’s situation and let them know that you understand their frustration.
- Inform the Guest of Your Limitations: Politely explain that while you cannot provide direct assistance, you are happy to connect them with the appropriate department or employee.
- Identify the Relevant Contact: Use your knowledge of the hotel structure to direct the guest to the correct person or department that can assist them.
- Provide Contact Information: Offer the guest the contact details, including extension numbers or email addresses, for the appropriate personnel.
- Follow Up: Check in with the guest later to ensure they were able to connect with the necessary person.
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