Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a major security threat or incident? How did you manage it?
Sample answer:
In my role as a Guest Services Manager in the hotel industry, I have encountered various guest service issues, including situations involving major security threats or incidents. One such incident stands out in my professional experience, where a guest reported a potential security threat of a suspicious individual loitering around the hotel premises.
Upon receiving this information, I immediately activated our emergency response procedures, which included alerting the security team and relevant hotel departments. I maintained constant communication with the guest to gather more details about the individual’s appearance, behavior, and location. This allowed me to provide accurate information to the security team, enabling them to locate and monitor the individual discreetly.
Simultaneously, I coordinated with local law enforcement agencies to inform them about the situation and seek their assistance if required. While ensuring the guest’s safety, I reassured them that we were taking all necessary measures to address the issue and mitigate any potential risks.
To ensure the safety of other guests and staff members, I discreetly increased the security presence throughout the property without causing panic or disturbance. This involved positioning security personnel strategically at key locations, such as entrances, elevators, and public areas. Additionally, I informed all team members about the incident, providing them with a description of the suspicious individual and advising them to be vigilant.
To maintain open communication with the guest, I provided regular updates on the progress of the situation. This helped alleviate their concerns and instilled confidence in the hotel’s ability to handle security threats effectively. I also offered alternative so… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager