Sample interview questions: How do you handle situations where guests request changes or modifications to their reservations due to personal safety concerns or security issues?
Sample answer:
Handling Guest Concerns Related to Personal Safety and Security
Empathetic Communication:
* Approach guests with empathy and understanding, acknowledging their concerns and validating their feelings.
* Actively listen to their specific safety or security concerns to fully comprehend their situation.
Assessment and Verification:
* Collaborate with security personnel to assess the validity of the guest’s concerns.
* Gather any relevant information, such as recent incidents or perceived threats, to determine the severity of the situation.
Accommodation Options:
* Explore alternative accommodations within the hotel, considering the guest’s specific safety requirements.
* If necessary, coordinate with nearby partner hotels to arrange for alternative lodging.
* Ensure that the alternative accommodations meet or exceed the guest’s safety expectations.
Protection Measures:
* Implement enhanced security measures, such as additional night patrols or room monitoring, to address the guest’s concerns.
* Provide the guest with contact information for hotel security and local authorities in case of emergencies.
* Consider offering a room alarm o… Read full answer
Source: https://hireabo.com/job/11_0_11/Reservations%20Manager