Sample interview questions: How would you handle a guest’s request for assistance with a lost or stolen mobile device?
Sample answer:
- Listen Carefully and Empathize:
- Give the guest your full attention and listen actively to their concerns.
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Show empathy and assure them that you’ll do everything possible to help.
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Gather Information:
- Ask specific questions to gather details about the device, such as the make, model, color, and any unique features.
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Inquire about the circumstances of the loss or theft, including when and where it occurred.
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Check the Hotel’s Lost and Found:
- Quickly search the hotel’s lost and found department to see if the device has been turned in.
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Check with the housekeeping staff, front desk, and security to see if anyone has found it.
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Contact the Guest’s Service Provider:
- Reach out to the guest’s mobile service provider to report the loss or theft.
- Provide them with the necessary information, such as the device’s serial number and account details.
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Inquire about the options for tracking or blocking the device.
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Utilize Hotel Security Cameras (If Available):
- If the hotel has security cameras covering the area where the device was lost or stolen, review the footage to see if it captured any relevant information.
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Share the footage with the appropriate authorities if necessary.
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