Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a lost or damaged item? How did you address it?
Sample answer:
In my previous role as Guest Services Manager at the Grand Majestic Hotel, I encountered a situation involving a lost laptop. A guest reported that their laptop had gone missing while they were attending a conference in one of our meeting rooms.
Upon receiving this report, I immediately contacted the housekeeping team and conducted a thorough search of the meeting room and the guest’s room. Unfortunately, the laptop was nowhere to be found. I then proceeded to check the hotel’s CCTV footage to identify any suspicious individuals or activities, but the results were inconclusive.
Despite the lack of a clear lead, I remained empathetic and apologetic to the guest. I explained the steps I had taken and assured them that I would continue investigating the matter. I also offered to provide a temporary laptop for their urgent work needs and arrange for a complimentary dinner as a gesture of goodwill.
To escalate the issue, I notified the hotel security team and guest relations manager. Together, we reviewed the guest’s itinerary and contacted the organizers of the conference to inquire if they had any informatio… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager