Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a technical malfunction or equipment failure? How did you resolve it?
Sample answer:
During my tenure as Guest Services Manager at the Grand Cosmopolitan Hotel, I encountered a challenging guest service issue involving a technical malfunction. A group of guests arrived at the hotel for a highly anticipated business conference, only to discover that the conference room’s audio-visual equipment had failed due to a power surge.
Upon receiving the news, I immediately took charge of the situation. I personally apologized to the guests for the inconvenience and assured them that we were actively working on a resolution. I immediately contacted our in-house IT team and coordinated with the hotel’s maintenance department to assess the extent of the problem.
Recognizing the importance of the business conference, I swiftly arranged for an alternative conference room that was equipped with the necessary audio-visual capabilities. I personally oversaw the setup and ensured that all the equipment was functioning properly before i… Read full answer
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