Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a major service outage or technology failure? How did you manage it?
Sample answer:
Example of Handling a Major Service Outage:
During my tenure as Guest Services Manager at the Grand Aspen Resort, we experienced a sudden power outage due to inclement weather. This resulted in a complete disruption of all electrical services, including lights, heating, elevators, and internet connectivity.
Actions Taken:
-
Immediate Response: Upon receiving reports of the outage, I promptly assembled a team comprising engineering, maintenance, and housekeeping staff to assess the situation and initiate contingency plans.
-
Guest Communication: I immediately contacted affected guests via phone calls and in-person visits to inform them of the situation and offer temporary solutions like candles and flashlights. Additionally, I ensured regular updates were provided to keep guests informed of the progress being made.
-
Alternative Arrangements: To minimize inconveniences, I arranged for guests to use designated areas with power backup for charging devices and accessing Wi-Fi. I also collaborated with the kitchen staff to provide meals and refreshments to guests in the common areas.
-
Coordination with Staff: I maintained open communication channels with all departments to ensure they were aware of the situation and could assist guests effectively.
-
Compensation and Apologies: Recognizing the disruption caused, I authorized complimentary room upgrades and service credits to affected guests. Additionally, I personally visited guests to apologize for the inconvenience and offer support.
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager