Sample interview questions: Describe your experience with managing hotel reservations and guest services.
Sample answer:
Experience in Managing Hotel and Guest Services:
As General Manager, I have 15 years of experience in directing and overseeing all aspects of hotel operations, including guest services.
- Guest Service Excellence:
- Led the implementation of a guest service culture, emphasizing personalized service, timely resolution of queries, and exceeding guest’s expectation.
- Developed and conducted extensive training programs to enhance staff empathy, communication skills, and problem-solving ability.
- Implemented a guest feedback system to monitor service standards and identify areas for improvement.
- Complaint Management:
- Implemented a proactive approach to guest recovery, with a focus on timely resolution and service enhancement.
- Collaborated with frontline staff to understand and respond to guest concerns efficiently.
- Developed a process for escalating and documenting guest feedback to drive service quality improvement.
- Operational Oversight:
- Supervised all front-of-house and back-of-house ope… Read full answer