Sample interview questions: Can you describe a time when you had to handle a guest service issue involving a major service outage or technology failure affecting multiple guests? How did you resolve it?
Sample answer:
During a recent power outage that spanned several hours and impacted multiple guestrooms, I promptly and effectively resolved the issue to minimize disruption and ensure guest satisfaction.
Upon receiving reports of the outage, I immediately escalated the matter to the engineering team and coordinated a response plan. I designated a temporary reception area where guests could gather and receive updates, offering refreshments and complimentary snacks. To maintain communication, I established a dedicated phone line for guest inquiries and provided regular announcements regarding the restoration timeline.
To address the technology failure, I partnered with the IT department to set up temporary Wi-Fi access points in public areas, allowing guests to stay connected. I proactively reached out to affected guests, apologizing for the inconvenience and offering any necessary assistance. Some guests were provided with power banks or laptops to facilitate their work or entertainment.
I remained accessible throughout the… Read full answer
Source: https://hireabo.com/job/11_0_7/Guest%20Services%20Manager