Can you describe a time when you had to handle a guest service issue involving billing or payment discrepancies? How did you resolve it?

Sample interview questions: Can you describe a time when you had to handle a guest service issue involving billing or payment discrepancies? How did you resolve it?

Sample answer:

During my tenure as a Guest Services Manager at the Grand Harmony Hotel, I encountered a challenging situation involving a guest service issue related to a billing discrepancy. The scenario unfolded as follows:

1. Incident Description:
   A guest named Mr. Anderson, who had checked into the hotel for a business trip, approached the front desk to inquire about an unexpected charge on his bill. He had noticed a discrepancy between the amount he was quoted at the time of booking and the actual amount reflected on his bill.

2. Immediate Response:
   Upon receiving Mr. Anderson’s concern, I promptly acknowledged his issue and apologized for the inconvenience caused. I reassured him that we would investigate the matter thoroughly and resolve it to his satisfaction.

3. Active Listening and Empathy:
   I began by actively listening to Mr. Anderson’s complaint, allowing him to express his frustration and concerns. I demonstrated empathy by acknowledging his feelings and assuring him that we were committed to resolving the issue promptly and fairly.

4. Detailed Investigation:
   I initiated a thorough investigation into the billing discrepancy. I consulted with the reservation team to verify the original quoted rate and cross-checked the room charges, taxes, and any additional fees applied. I also reviewed the hotel’s policies and procedures related to billing and payment.

5. Root Cause Analysis:
   After careful analysis, I discovered that the discrepancy originated from an error in the room rate entry during the reservation process. The system had mistakenly applied a higher rate than the one quoted to Mr. Anderson.

6. Solution and Apology:
   Once the root cause was identified, I immediately took action to rectify the error. I updated the reservation with the correct rate, recalculated the charges, and generated a revised bill reflecting the accurate amount. I personally delivered the revised bill to Mr. Ander… Read full answer

   Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager