In my previous role, a guest arrived late at night and was upset because their reservation had been given away. I quickly assessed the situation, apologized for the inconvenience, and offered them an upgraded room at a discounted rate. I also provided a complimentary breakfast voucher to make up for the error. This approach not only calmed the guest but also turned a potentially negative experience into a positive one, demonstrating my ability to handle difficult situations with empathy and efficiency.

During busy shifts, I prioritize tasks based on urgency and impact. I start by addressing immediate guest needs, such as check-ins and check-outs, to ensure a smooth experience. Next, I handle any guest complaints or issues to maintain satisfaction. I then delegate routine tasks, like answering phones and managing reservations, to my team while keeping an eye on the overall flow. This approach ensures that critical tasks are handled promptly while maintaining a high level of service.

I believe in leading by example and fostering a positive work environment. I set clear expectations and provide regular feedback to help team members grow. I also recognize and celebrate their achievements, which boosts morale and motivation. Additionally, I encourage open communication and collaboration, ensuring everyone feels valued and heard. By creating a supportive atmosphere, I empower my team to perform at their best and deliver exceptional guest service.

Accuracy is crucial in managing reservations and guest information. I implement a double-check system where another team member reviews critical details before finalizing any changes. I also use technology, such as reservation software, to minimize human error. Regular training sessions keep the team updated on best practices and new tools. By combining these methods, I ensure that all guest information is accurate and up-to-date, enhancing the overall guest experience.

In my previous role, I was responsible for handling cash and credit transactions daily. I followed strict procedures to ensure accuracy, including reconciling cash drawers at the start and end of each shift. I also used point-of-sale systems to process credit card payments, ensuring all transactions were recorded correctly. My attention to detail and adherence to financial protocols ensured that all transactions were handled securely and efficiently, maintaining the hotel's financial integrity.