Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a cultural misunderstanding? How did you address it?
Sample answer:
In my role as Guest Services Manager at [Hotel Name], I encountered a guest service issue involving a cultural misunderstanding. A Japanese guest checked in and was upset that the room did not have slippers provided. In Japan, slippers are a customary amenity in hotels.
To address the issue, I approached the guest with empathy and respect. I acknowledged their cultural perspective and explained that slippers were not typically provided in our hotel but that we could request them from housekeeping. I also offered to have the room serviced immediately to provide the slippers.
Additionally, I took the opport… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager