Sample interview questions: How do you ensure that a hotel provides accurate and transparent service charges and gratuity information to guests?
Sample answer:
Transparency Verification:
- Review Hotel Policies: Examine the hotel’s official website, in-room directory, and front desk materials for clear and accessible information on service charges and gratuities.
- Inspect Guest Invoices: Analyze invoices to ensure that they itemize service charges and gratuities separately. This allows guests to make informed decisions about additional payments.
- Conduct Discreet Observations: Observe guest interactions with staff to ensure that any expectations regarding service charges and gratuities are communicated honestly and fairly.
Accuracy Assurance:
- Establish Internal Controls: Implement procedures to verify the calculation and application of service charges. Ensure that the charges are consistent with the hotel’s established rates and reflect the actual services provided.
- Conduct Random Audits: Regularly audit a sample of guest invoices to verify the accuracy of service charge and gratuity calculations.
- Monitor Industry Standards: Stay abreast of industry best practices and regulations related to service charges and gratuities. Ensure that the hotel’s practices align with these standards.