Sample interview questions: How do you handle situations where a guest has a special request or unique accommodation needs?
Sample answer:
Handling Special Requests and Unique Accommodation Needs
- Acknowledge and validate the request: Express empathy and understanding, assuring the guest that their needs will be taken seriously.
- Gather detailed information: Ask specific questions to fully comprehend the request, including any medical conditions, dietary restrictions, or accessibility requirements.
- Explore available options: Consult with housekeeping, maintenance, and any other relevant departments to determine if the hotel can accommodate the request.
- Propose a solution: If the request is feasible, offer a solution that meets the guest’s needs. If not, explain the limitations and suggest alternative arrangements.
- Communicate clearly: Inform the guest of the plan, ensuring they are fully aware of the accommodations and any associated costs.
- Follow up promptly: Regularly check in with the guest to ensure their needs are being met and make any necessary adjustments.
- Document the requ… Read full answer