Can you provide an example of a time when you had to manage a difficult or challenging guest services team member? How did you address it?

Sample interview questions: Can you provide an example of a time when you had to manage a difficult or challenging guest services team member? How did you address it?

Sample answer:

As a Hotel Management > Guest Services Manager, I have encountered various situations where I had to manage difficult or challenging guest services team members. One example that comes to mind is when I had to address a team member who consistently displayed a negative attitude towards guests and colleagues.

To address this issue, I first took the team member aside for a one-on-one meeting in a private and professional setting. I began the conversation by acknowledging their contribution to the team and expressing my concerns about their recent behavior. It was crucial for me to approach the situation with empathy and understanding, as I wanted to encourage open communication and find a resolution.

During the discussion, I actively listened to their perspective and tried to understand the underlying reasons behind their negative attitude. It turned out that the team member was feeling overwhelmed and stressed due to personal issues. I empathized with their situation and assured them that their concerns were valid, but their behavior was negatively impacting the team and our guests’ experience.

To address this, I implemented a three-step approach:

1. Setting Clear Expectations: I clearly defined the expected behavior and attitude that the team member should display towards guests and colleagues. This included maintaining a positive and professional demeanor, resolving conflicts peacefully, and actively seeking solutions to provide outstanding guest service.

2. Providing Support and Resources: Recognizing that the team member was dealing with personal challenges, I offered my support and provided resources to help them manage their stress and improve their overall well-being. This included recommending counseling services, offering flexible work schedules, or arranging temporary assistance to alleviate their workload.

3. Regular Follow-ups and Performance Monitoring: I scheduled regular follow-up meetings with the team member to monitor their progress and provide feedbac… Read full answer

   Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager