Sample interview questions: How do you handle situations where a guest requests specific amenities or features not offered by the hotel?
Sample answer:
- Listen and empathize: First, listen to the guest’s request and acknowledge their needs. Show empathy and understanding for their situation.
- Check for availability: Check if there are other rooms or suites available that may have the desired amenities or features. If so, offer to move the guest to a different room.
- Suggest alternatives: If there are no other rooms available, try to suggest alternative solutions that may meet the guest’s needs. For example, if the guest requests a room with a balcony, you could offer a room with a large window instead.
- Provide exceptional service: Even if you cannot meet the guest’s specific request, you can still provide exceptional service by going above and beyond in other ways. This could include offering complimentary items, such as a room upgrade or free breakfast, or providing personalized attention to the guest’s needs.
- Document the request: Make a note of the guest’s request in their guest profile so that future staff members are aware of their preferences. This will help to ensure that the guest has a p… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator