Sample interview questions: How do you handle situations where a guest leaves behind personal belongings?
Sample answer:
Handling Guest Belongings Left Behind
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Immediate Action:
- Inventory and document the belongings in detail, including a description, photos, and any identifying features.
- Store the items securely in a designated area with limited access.
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Guest Contact:
- Contact the guest promptly via phone, email, or SMS to inform them about their forgotten belongings.
- Provide a clear explanation of the situation and assure them that their items are safe.
- Inquire about their preferred method of retrieval.
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Retrieval Options:
- In-person Pickup: Coordinate a time for the guest to return to the hotel and retrieve their belongings.
- Mail Forwarding: Offer to ship the items to the guest’s address if in-person pickup is not possible. Clearly communicate the shipping costs and estimated delivery time.
- Third-Party Delivery: Arrange for a reputable delivery service to transport the items if the guest is unable to return or receive mail.
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Documentation:
- Maintain detailed records of all communication with the guest and the inventory of their belongings.
- Obtain written confirmation from the guest when items are retrieved or shipped.
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Source: https://hireabo.com/job/11_0_1/Front%20Desk%20Manager