Sample interview questions: How would you handle a situation where a guest’s needs conflict with hotel policies?
Sample answer:
Assessing the Situation:
- Listen attentively to the guest’s needs and concerns.
- Identify the specific hotel policies that conflict with the guest’s request.
Negotiating a Solution:
- Explore alternative solutions that respect the hotel’s policies while accommodating the guest’s needs.
- Be empathetic and understanding, but also firm in upholding the established guidelines.
- Consider offering an upgrade or other compensation if possible, within the bounds of policy.
Compromising Wisely:
- If a reasonable compromise cannot be found, explain the policies clearly and rationally.
- Discuss the reasons behind the policies and how they benefit the guest and other hotel patrons.
- Offer alternative options that meet the guest’s needs within the allowed parameters.
Exceptional Service:
- Always prioritize the guest’s satisf… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager