In my previous role, a guest was upset because their luggage was lost by the airline. I calmly listened to their concerns, offered them a complimentary amenity, and contacted the airline on their behalf to track the luggage. I kept the guest updated throughout the process, which helped to alleviate their frustration. By the end of the day, the luggage was found and delivered to the guest, who was very appreciative of the effort I put in to resolve the issue.

I prioritize tasks based on urgency and the guest's needs. For example, if a guest has a flight to catch and needs their luggage immediately, I would prioritize that request over someone who is checking in later in the day. I also make sure to communicate with my colleagues to ensure that no guest is left unattended. Using a checklist helps me stay organized and ensures that all tasks are completed efficiently.

I believe in going above and beyond to meet guest expectations. This includes anticipating their needs, offering personalized service, and being attentive to their requests. For instance, if I notice a guest frequently asking for extra towels, I make sure to have them ready before they ask again. I also follow up with guests after their requests are fulfilled to ensure they are satisfied with the service provided.

I manage stress by staying organized and maintaining a positive mindset. I take a few deep breaths to center myself and prioritize tasks to ensure that everything runs smoothly. I also find it helpful to engage with guests in a friendly manner, which not only improves their experience but also lifts my spirits. Additionally, I communicate with my team to share the workload and support each other during busy times.

When assisting a guest with special needs, I first ensure that I fully understand their requirements. For example, if a guest uses a wheelchair, I would make sure the path to their room is clear and accessible. I would also offer to help with any additional needs, such as carrying their luggage or arranging for special dietary requests. My goal is to make the guest feel comfortable and well-cared for, ensuring their stay is as enjoyable as possible.