Sample interview questions: Can you provide an example of a time when you had to handle a potential security issue at the front desk?
Sample answer:
Sure, here is an example of a time when I had to handle a potential security issue at the front desk:
- Scenario:
A guest came to the front desk and wanted to check in using someone else’s identification. The guest had a valid credit card, but the name on the credit card did not match the name on the identification.
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Actions Taken:
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Stay calm and polite: I apologized to the guest for the inconvenience and explained that it was hotel policy to verify all guest identities upon check-in. I asked the guest to provide additional documentation, such as a driver’s license or passport, to confirm their identity.
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Contact security: I contacted the hotel’s security team and informed them of the situation. I provided them with the guest’s name and the names on the credit card and identification.
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Monitor the guest’s behavior: I kept an eye on the guest while they were waiting for security to arrive. I noticed that they were becoming increasingly agitated and argumentative.
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Resolve the situation: Security arrived and spoke to the guest. They were able to verify the guest’s identity and determine that there was no fraudulent activity taking place. However, they warned the guest that it was against the law to use someone else’… Read full answer
Source: https://hireabo.com/job/11_0_1/Front%20Desk%20Manager