Sample interview questions: How do you handle situations where guests are disruptive or violate hotel policies?
Sample answer:
When faced with situations where guests are disruptive or violate hotel policies, it is crucial for a Guest Services Manager to handle the matter in a professional and diplomatic manner. Firstly, I would remain calm and composed while addressing the issue, ensuring that I maintain a respectful and non-confrontational approach.
My first step would be to assess the situation and gather all necessary information. This could involve speaking with the staff members who witnessed the incident, reviewing any available security footage, or listening to guest complaints. By understanding the full context of the situation, I can make informed decisions on how to proceed.
Once I have a clear understanding of the issue, I would approach the guest involved in a discreet and private manner. It is important to listen attentively to their perspective and concerns, showing empathy and understanding. By doing so, I can establish a rapport and potentially defuse any tension or frustration they may be experiencing.
If the behavior or violation is minor and can be resolved through communication, I would politely remind the guest of the hotel’s policies and explain the impact their actions may have on other guests’ experiences. I would emphasize the importance of a peaceful and respectful environment for all guests.
In cases where the situation is more severe or persistent, such as repeated noise disturbances or blatant disregard for hotel policies, I would take a firmer approach. This may involve issuing a verbal or written warning, clearly outlining the consequences of continued di… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager