Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a group reservation or event? How did you manage it?
Sample answer:
Certainly, I can share an instance where I handled a service dispute involving a group reservation:
Scenario:
Our hotel received a large group reservation for a wedding, consisting of over 200 guests. Unfortunately, there was a miscommunication between our reservations and banqueting departments, resulting in the event room being double-booked for another group on the same day.
Actions Taken:
- Immediate Communication:
Upon realizing the error, I promptly contacted the wedding planner and the affected group’s representative to acknowledge the issue. I ensured them that we were committed to finding an amicable solution.
- Assessment of Options:
I assessed the availability of alternative event spaces within the hotel and explored the possibility of accommodating both groups simultaneously in separate areas. However, due to space constraints, this option was not feasible.
- Negotiation and Compromise:
I arranged a face-to-face meeting with both groups to discuss the situation and explore potential solutions. I emphasized the importance of understanding their concerns and finding a compromise that would minimize inconvenience for both parties.
- Relocation and Replanning:
After careful consideration, we agreed to relocate the wedding ceremony to a different venue nearby that was available on the same day. We also arranged for transportation to facilitate the move and ensured that all necessary arrangements were made at the new venue.
- Compensation and Incentives:
To compensate for the inconvenience caused, we offered complimentary upgrades, spa treatments, and dining vouchers to the wedding party and their guests. Additionally, we extended a discount on room rates for the affected group and provided them with special amenities to enhance their stay.
- Communication and Transparenc… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager