Sample interview questions: How do you handle and resolve issues related to guest dissatisfaction with the availability or quality of business support services such as printing and faxing?
Sample answer:
As a Rooms Division Manager, it is my responsibility to ensure that all aspects of the guest experience, including business support services, meet or exceed their expectations. When it comes to handling and resolving issues related to guest dissatisfaction with the availability or quality of business support services such as printing and faxing, the following steps can be taken:
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Train and educate staff: It is crucial to provide comprehensive training to all staff members involved in providing business support services. This training should cover the proper operation and troubleshooting of equipment, as well as effective communication with guests. Regular refresher sessions can also be conducted to ensure that staff members stay up-to-date with the latest technologies and best practices.
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Conduct regular maintenance and quality checks: Maintaining the functionality and availability of business support services is essential. Regular maintenance checks should be conducted on printers, fax machines, and other equipment to identify and address any potential issues before they impact guest satisfaction. Additionally, quality checks should be performed to ensure that printouts and fax transmissions are of high quality.
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Implement backup systems: To mitigate any potential issues with equipment failures or technical problems, it is wise to have backup systems in place. This can include having spare printers and fax machines readily available, as well as establishing strong relationships with external vendors who can provide support when needed. This ensures that guests can access business support services without any significant disruption.
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Source: https://hireabo.com/job/11_0_14/Rooms%20Division%20Manager