Sample interview questions: Can you provide an example of a time when you had to manage a hotel during a significant guest service failure?
Sample answer:
During my tenure as Hotel Administrator at the Grandview Hotel, a substantial power outage affected all guest rooms and public areas, causing widespread inconvenience and frustration.
Steps Taken:
1. Immediate Response:
- Activated the hotel’s emergency response plan, assembling a crisis management team and communicating with staff.
- Informed guests promptly through announcements and individual notifications of the situation and estimated restoration time.
2. Guest Communication and Care:
- Established a dedicated guest relations hotline to address concerns and provide updates.
- Offered complimentary food and beverages during the outage to minimize discomfort.
- Provided portable power banks for guest devices and arranged for alternative charging stations.
3. Mitigation and Recovery:
- Coordinated with utility providers to expedite repair efforts.
- Prioritized the restoration of essential services, such as lighting and emergency systems, for safety.
- Implemented a backup generator to power critical areas until full service was restored.
4. Guest Recovery:
- Offered sincere apologies and … Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator