Sample interview questions: How do you handle situations where guests request early check-ins or late check-outs?
Sample answer:
Handling Early Check-Ins:
- Prioritize elite guests and loyalty members: Check if the guest has any preferential status and accommodate their request accordingly.
- Check room availability: Determine if the requested room is available for early check-in. If not, offer alternative options such as a temporary room or a place to store their luggage.
- Inform the guest about the policy: Politely explain the hotel’s check-in policy and any applicable fees for early check-ins.
- Offer a compromise: If the room is not available, propose a compromise solution, such as an earlier check-in time or a partial refund of the first night’s stay.
- Keep communication open: Keep the guest informed of the progress and any updates regarding their early check-in request.
Handling Late Check-Outs:
- Check room availability: Determine if the requested room is occupied or if there are any housekeeping constraints.
- Consider guest circumstances: Show empathy and understanding towards the guest’s situation, such as delayed flights or special needs.
- Communicate the policy: Explain the hotel’s check-out policy… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager