Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a major health or safety incident? How did you manage it?
Sample answer:
Example of Handling a Guest Service Issue Involving a Major Health or Safety Incident:
Scenario:
During my tenure as Guest Services Manager at the Grand Excelsior Hotel, a major health and safety incident occurred involving a guest who suffered a severe allergic reaction to a dish served at our restaurant.
Actions Taken:
- Immediate Response:
- Upon receiving the report, I immediately dispatched our trained medical team to the guest’s room.
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While the medical team attended to the guest, I contacted the floor manager and restaurant manager to gather information.
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Guest Care:
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Our priority was the guest’s health and well-being. I ensured that the guest received prompt medical attention and provided emotional support to the guest and their family.
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Communication:
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I facilitated open and transparent communication between the hotel management, medical personnel, and the guest’s family to keep them informed of the situation.
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Internal Investigation:
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I initiated an internal investigation to determine the cause of the incident. The restaurant manager, chef, and kitchen staff were interviewed to identify any potential lapses in food preparation or service.
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Corrective Actions:
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Based on the findings of the investigation, corrective actions were taken to prevent similar incidents in the f… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager