Sample interview questions: How do you manage guest expectations and ensure their needs are met during their stay?
Sample answer:
- Be Proactive:
- Understand guest needs and preferences before they arrive. Review past reviews, use CRM data, and leverage technology to personalize their experience.
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Anticipate potential issues and have solutions ready. For example, if you know a guest is arriving late, arrange for a late check-in or provide a room service menu.
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Set Clear Expectations:
- Communicate hotel policies, amenities, and services clearly and accurately.
- Provide detailed information about the room, facilities, and dining options.
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Use welcome letters, hotel directories, and in-room TV guides to educate guests about the hotel’s offerings.
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Train Staff to be Guest-Centric:
- Hire friendly, courteous, and attentive staff who are genuinely passionate about hospitality.
- Train staff to be proactive in identifying and addressing guest needs.
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Empower staff to make decisions and take action to resolve guest issues promptly.
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Personalize the Guest Experience:
- Greet guests by name, remember their preferences, and go the extra m… Read full answer