Sample interview questions: Can you describe a time when you had to deal with a difficult or unreasonable guest request?
Sample answer:
Certainly! Here is a detailed and considerate response to the question:
One time, I encountered a difficult and unreasonable guest request during my tenure as a Hotel Management > Concierge. A guest approached me and demanded a last-minute reservation at a fully booked restaurant in the city. Despite my best efforts, it was nearly impossible to secure a reservation at such short notice.
Instead of dismissing the guest’s request, I empathized with their desire and assured them that I would do everything within my power to accommodate their needs. I immediately reached out to my network of contacts, contacting numerous restaurants to see if any could accommodate the guest. Unfortunately, all of them were fully booked.
However, I did not give up. Understanding the importance of providing exceptional service, I offered alternative solutions to the guest. I suggested several other high-quality restaurants in the area that had availability and offered similar cuisine. Additionally, I provided them with a list of local events and attractions they might enjoy as an alternative to dining out.
To ensure the guest’s satisfaction, I went the extra mile by personally contacting the chosen restaurant to inform them about the guest’s special occasion and requesting any special treatment they could offer. I also arranged for a complimentary bottle of wine to be waiting for them upon arrival to enhance their dining experience.
Throughout the process, I maintained a positive and professional attitude, even when faced with the guest’s initial frustration. I listened attentively to their concerns and provided regular updates … Read full answer