Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a severe illness or medical emergency? How did you address it?
Sample answer:
One instance comes to mind when I had to handle a guest service issue involving a severe illness or medical emergency. It was during a busy weekend at the hotel when a guest suddenly fell unconscious in the lobby. As the Guest Services Manager, I immediately sprang into action to ensure the guest’s safety and provide the necessary assistance.
First and foremost, I quickly assessed the situation and recognized the severity of the medical emergency. I promptly called for medical assistance, contacting the local emergency services to ensure professional help would arrive as soon as possible. While waiting for the paramedics to arrive, I made sure to keep calm and reassure other guests that the situation was being handled appropriately.
Simultaneously, I informed the hotel’s management team, including the General Manager and Front Office Manager, about the incident. Clear communication and collaboration were vital to ensure that all necessary resources were available to address the medical emergency effectively. I also informed the housekeeping department to ensure proper cleaning and sanitization of the area once the guest had been taken care of.
Once the paramedics arrived, I escorted them to the guest’s location and provided them with any relevant information about the guest’s condition, including their medical history if available. Throughout the process, I maintained open lines of communication with the guest’s family, updating them on the situation and offering any support they might need during this difficult time.
After the guest had been taken … Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager