Sample interview questions: Can you provide an example of a time when you had to handle a guest service issue involving a major security breach or cyber attack? How did you resolve it?
Sample answer:
During my tenure as Guest Services Manager at the prestigious Grand Excelsior Hotel, we encountered a major cyber attack that compromised guest data.
Upon receiving the alert, I immediately assembled a response team including the IT Department, Security, and Legal Counsel. We swiftly implemented containment measures to isolate the breached systems and prevent further data leakage.
Concurrently, I established a dedicated guest support hotline and proactively communicated with affected guests, offering empathy, reassurance, and guidance. We set up a secure online portal where they could access updated information and assistance.
To mitigate reputational damage, I engaged with media and stakeholders, transparently acknowledging the breach and outlining our response measures. We emphasized our commitment to guest privacy and the implementation of enhanced security protocols.
Working closely with our IT team, we conducted a thor… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager