Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a fire alarm or evacuation? How did you manage it?
Sample answer:
In my role as a Guest Services Manager, I encountered a situation where I had to handle a guest service issue involving a fire alarm and subsequent evacuation. It was during a busy weekend when the fire alarm system in the hotel was triggered due to a minor electrical fault.
Upon receiving the alarm, I immediately activated the emergency response protocol and swiftly communicated with the hotel staff to ensure the safety of all guests. I ensured that the emergency evacuation procedures were followed diligently, guiding guests to designated assembly points away from any potential danger.
During the evacuation process, I remained calm and composed to reassure guests and alleviate any anxiety or panic. I made myself present at strategic locations, providing clear instructions and guidance to both guests and staff members. I ensured that all guests were accounted for and that they had access to any necessary support or assistance they required.
As part of my role, I had been trained in fire safety procedures and understood the importance of maintaining clear communication channels with the local fire department. I immediately contacted the authorities to inform them of the situation and requested their presence for further investigation and assistance.
Simultaneously, I liaised with the hotel’s management team to ensure that proper communication was established with all guests, providing regular updates and estimated timelines for… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager