Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a lost reservation or booking error? How did you manage it?
Sample answer:
Handling a Lost Reservation Issue:
During my tenure as Guest Services Manager at [Hotel Name], I encountered a situation where a guest arrived at the hotel with a lost reservation. The guest had booked their stay online through a third-party travel agent, but the reservation was not found in our system.
Steps Taken:
- Empathetic Acknowledgment: I greeted the guest and acknowledged their frustration calmly and empathetically. I assured them that we would do everything possible to resolve the issue.
- Thorough Investigation: I immediately contacted the third-party agent to verify the reservation. After several phone calls and emails, I confirmed that the reservation had indeed been made but was not processed correctly by our system.
- Alternative Arrangements: While we could not fulfill the original room type booked, I offered the guest a comparable room at a slightly higher rate, which they agreed to.
- Compensation: I provided the guest with a welcome amenity and complimentary breakfast to apologize for the inconvenience and re… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager