Sample interview questions: How do you handle situations where a guest’s personal belongings are lost or damaged?
Sample answer:
How do you handle situations where a guest’s personal belongings are lost or damaged?
Acknowledge and Sympathize:
- Apologize sincerely for the inconvenience and show empathy for the guest’s loss or damaged items.
- Express understanding of their frustration and concern.
Investigate Thoroughly:
- Collect details about the lost or damaged items, including descriptions, locations, and possible time frames.
- Interview relevant staff, review security footage, and search the property thoroughly.
Communicate with the Guest:
- Keep the guest updated regularly on the investigation process.
- Explain any delays or challenges in locating the items.
- Offer alternative arrangements, such as providing temporary replacements or arranging for repairs.
Compensate for Damages:
- If the items are damaged beyond repair, offer a fair compensation based on their value and condition.
- Provide documentation of the compensation and explain the basis f… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator