Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a major power outage or utilities disruption? How did you address it?
Sample answer:
Certainly! In my role as a Guest Services Manager at a luxury hotel, I encountered a situation where we experienced a major power outage that affected the entire property. This incident occurred during a busy weekend when the hotel was fully booked with guests attending a high-profile event.
To address this issue, I immediately activated the hotel’s emergency response plan. The first step was to ensure the safety and well-being of our guests. I personally contacted each occupied room to inform them about the outage and reassure them that we were working diligently to resolve the situation. I provided detailed information about the estimated duration of the outage and offered alternative arrangements such as relocating guests to unaffected areas or nearby partner hotels if necessary.
Understanding the importance of maintaining guest comfort, I promptly coordinated with the engineering team to distribute battery-operated lanterns and flashlights to each room, ensuring that guests had adequate lighting during the blackout. Additionally, we set up a centralized charging station in the lobby area, equipped with multiple power outlets and charging cables to assist guests with charging their electronic devices.
Recognizing that food and beverage services would be impacted, I liaised with the kitchen and restaurant staff to devise a contingency plan. We arranged for a temporary mobile kitchen to be set up on-site, allowing us to provide limited but essential meal options to our guests. Additionally, we communicated the availability of nearby restaurants and offered transportation services to facilitate off-site dining experiences.
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Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager