Sample interview questions: How do you handle and resolve issues related to lost or misplaced guest belongings within the rooms division department?
Sample answer:
When it comes to handling and resolving issues related to lost or misplaced guest belongings within the rooms division department, there are several steps I would take as a Rooms Division Manager to ensure a prompt and satisfactory resolution for the guest.
Firstly, I would instruct my team members to follow a systematic approach to dealing with such incidents. This would involve immediately conducting a thorough search of the guest’s room and all common areas where the belongings might have been misplaced. It is crucial to act promptly as the longer we wait, the lower the chances of recovering the lost items.
If the search proves unsuccessful, I would advise my team to check the lost and found department or any designated storage areas for lost belongings. It is important to maintain an organized and well-documented system for logging and storing lost items to ensure efficient retrieval.
In the event that the lost belongings are not found on the premises, I would instruct my team to assist the guest in reporting the incident to the local authorities. We would provide the guest with any necessary documentation or support required to file a police report if needed.
To ensure effective communication and transparency, I would personally meet with the guest to discuss the situation and offer my sincere apologies for the inconvenience caused. During this conversation, I would express empathy and understanding towards their predicament, assuring them that we will do everything possible to resolve the issue.
I would then work closely with the guest to gather all relevant information regarding the lost belongings, such as detailed descriptions, photographs, and estimated values. This information would be used to initiate a thorough investigation within the hotel, involving staff members from various dep… Read full answer
Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager