Sample interview questions: How would you handle a guest’s request for a specific room type that is not available?
Sample answer:
As a Hotel Management > Concierge, it is essential to handle guest requests with professionalism and empathy, even in situations where their desired room type is not available. Here’s how I would handle such a request:
Firstly, I would sincerely apologize to the guest for the unavailability of the specific room type they requested. It is crucial to convey empathy and understanding towards their expectations. I would assure them that I will do my utmost to find a suitable alternative that meets their needs and preferences.
Next, I would inquire about the specific features or amenities that the guest desired in their requested room type. Understanding their preferences will allow me to suggest alternative options that closely match their requirements. For instance, if they preferred a room with a view, I could offer a room on a higher floor with a different view.
If there are no rooms available that closely match the requested room type, I would suggest alternative room options that offer similar amenities or features. For example, if they desired a room with a king-size bed, I would offer a room with two queen-size beds as an alternative. It is crucial to emphasize the benefits and advantages of the alternative options, ensuring the guest feels that their needs are being taken into account.
In situations where no suitable alternative can be found within the hotel, I would go the extra mile to explore options in nearby hotels or properties within our hotel group. This proactive approach showcases the hotel’s… Read full answer