Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a billing error? How did you resolve it?
Sample answer:
Handling a billing error involving a hotel guest can be quite challenging. Here’s an example:
Challenge:
A couple, John and Mary, had a stay at our hotel for their anniversary celebration. They had booked a suite for two nights through an online travel agent (OTA), and the total bill was $500. Unfortunately, due to a glitch in the OTA system, they were charged a double amount of $1,000. They brought this issue to my attention during their checkout.
Resolution:
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Apology and Empathy: I began by apologizing for the billing error and expressing my sincere regret for the inconvenience caused to the guests. I empathized with their situation and assured them that I would do my best to resolve it promptly.
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Verification of Charges: I confirmed the error by checking their reservation details and the system logs. This helped me understand the exact nature of the issue, which was the double charge made by the OTA.
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Communication with the OTA: I immediately contacted the OTA’s customer service department to inform them about the issue. I provided them with the necessary details, including the reservation number, dates of stay, and the incorrect charge. I requested them to rectify the error and refund the excess amount.
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Temporary Adjustment: While waiting for the OTA to process the refund, I offered John and Mary a temporary adjustment to their bill. I removed the duplicate charge and applied the correct room rate, reducing their bill to the original $500. This gesture helped ease their frustration and showed that we were taking immediate action to address the … Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager