Sample interview questions: Can you provide an example of a challenging situation you faced as a rooms division manager and how you resolved it?
Sample answer:
Challenging Situation:
During peak season, a large group of dissatisfied guests arrived at the hotel with a reservation for multiple rooms. Upon check-in, they discovered several discrepancies with their accommodations, including incorrect room types and amenities. The situation escalated quickly, with the guests expressing frustration and threatening to cancel their stay.
Resolution:
- Quick Response: I immediately acknowledged the guests’ concerns and assured them that we would resolve the issues.
- Investigation and Corrective Action: I investigated the situation and found that the reservation had been entered incorrectly. I promptly rectified the errors, providing the guests with the rooms they had reserved.
- Communication and Transparency: I kept the guests informed throughout the process, explaining the situation and apologizing for the inconvenience. I also assured them that we … Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager