Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a power outage or service disruption? How did you resolve it?
Sample answer:
As a Guest Services Manager, I have encountered various guest service issues, including instances involving power outages or service disruptions. One specific incident comes to mind when our hotel experienced a sudden power outage during a busy evening. This situation required prompt action to ensure the comfort and satisfaction of our guests.
Upon being informed of the power outage, my immediate response was to assess the situation and gather information about the extent of the disruption. I quickly communicated with the engineering team to understand the cause and estimated time for power restoration. Simultaneously, I informed the front desk staff to inform guests about the situation and provide regular updates.
To minimize inconvenience for guests, I swiftly activated our emergency protocols. Firstly, I ensured that all emergency lighting was functioning properly, ensuring the safety of our guests and staff. I also took immediate steps to arrange temporary lighting in common areas and corridors to provide a sense of security and ease navigation.
Recognizing that guests may have concerns regarding their comfort, I promptly communicated with the housekeeping department to ensure that extra attention was given to guestrooms during the outage. This involved providing additional amenities such as extra blankets, flashlights, and bottled water to each room. I also ensured that all guest elevators were equipped with emergency power backup, allowing smooth movement within the hotel.
To maintain a high level of guest satisfaction, I personally visited each affected guestroom to apologize for the inconvenience caused by the power outage. I assured them that our entire … Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager