Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal safety concerns or political instability?
Sample answer:
- Empathy and Understanding:
- Show genuine empathy and understanding towards the guest’s concerns.
-
Listen actively to their reasons for requesting a change or modification.
-
Assess the Situation:
- Evaluate the validity and severity of the guest’s concerns.
-
Consider the current political and safety conditions at the destination.
-
Review Hotel Policies:
- Familiarize yourself with the hotel’s policies and procedures regarding reservation changes.
-
Check for any flexibility or exceptions that can be applied in such situations.
-
Explore Alternative Options:
- Offer alternative dates, room types, or locations within the hotel that may address the guest’s safety concerns.
-
Provide information about any enhanced security measures or protocols in place.
-
Collaborate with Relevant Departments:
- Work closely with the security team to assess the risks and provide appropriate recommendations.
-
Coordinate with housekeeping and maintenance to ensure the guest’s room meets their safety requirements.
-
Clear Communication:
- Communicate clearly and promptly with the guest about the available options and any potential limitations.
-
Provide accurate and up-to-date information to help them make informed decisions.
-
Waiver or Refund Conside… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager