Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a major security breach or data leak? How did you address it?
Sample answer:
During my tenure as Guest Services Manager at [Hotel Name], I encountered a major security breach that compromised guest data. Upon learning of the incident, my immediate priority was to contain the damage and protect guests’ sensitive information.
I promptly convened an emergency meeting with the IT team, legal counsel, and other relevant departments to assess the situation and develop a comprehensive response plan. We implemented enhanced security measures, including password resets and two-factor authentication, to prevent further breaches.
Concurrently, I established a dedicated guest support hotline and email address to handle inquiries and provide updates. I ensured transparent and timely communication with affected guests, informing them of the breach, the steps taken to mitigate the risk, and the support available.
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Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager