Sample interview questions: How do you handle situations where a guest requests additional amenities or services not included in their reservation?
Sample answer:
Handling Requests for Additional Amenities or Services
- Acknowledge the guest’s request: Listen attentively and acknowledge their need for additional amenities or services.
- Review reservation details: Check the guest’s reservation to determine the amenities and services included in their current package.
- Explore possible solutions: Discuss alternative options or upgrades that could meet the guest’s requirements.
- Explain additional charges (if applicable): If the requested amenities or services incur additional charges, explain these clearly to the guest.
- Offer complimentary gestures: Consider offering complimentary upgrades or amenities as a goodwill gesture, especially if the request is reasonable.
- Be empathetic and understanding: Show empathy towards the guest’s needs and try to understand their situation.
- Maintain a positive and professional demeanor: Handle the situation calmly and courteously, even if the request is challenging.
- Provide clear communication: Explain any policies or procedures related to the requested amenities or services in a clear and concise manner.
- Document the reques… Read full answer
Source: https://hireabo.com/job/11_0_17/Hotel%20Administrator