Sample interview questions: How do you ensure that a hotel provides accurate and transparent cancellation and modification policies to guests?
Sample answer:
Ensuring Accurate and Transparent Cancellation and Modification Policies
- Review hotel websites and reservation systems: Verify that the cancellation and modification policies are clearly stated and easily accessible to guests.
- Examine printed materials: Inspect brochures, flyers, and guest manuals to ensure consistency with the policies listed online.
- Conduct staff interviews: Interview front desk agents, reservations staff, and managers to assess their understanding and implementation of the policies.
- Review guest feedback: Analyze guest reviews and complaints to identify any discrepancies between the stated policies and实际操作.
- Conduct mystery shopping: Make anonymous reservations and modify or cancel them to experience … Read full answer