In my previous role, a guest arrived visibly upset because their reservation had been lost. I remained calm, listened to their concerns, and quickly checked the system for any possible solutions. I found an alternative room and offered it at a discounted rate, which the guest accepted. I also ensured their stay was comfortable by following up with them regularly. This experience taught me the importance of empathy and quick problem-solving in customer service.

During busy shifts, I prioritize tasks based on urgency and impact. I start by addressing immediate guest needs, such as check-ins and emergencies, followed by scheduling and coordinating with other departments. I use a task list to keep track of pending items and adjust priorities as new tasks arise. This method ensures that all critical tasks are handled promptly while maintaining a high level of service.

I approach difficult situations with a calm and composed demeanor. I actively listen to the guest's concerns, validate their feelings, and apologize for any inconvenience. I then work towards finding a practical solution. If the situation becomes too stressful, I seek assistance from a supervisor. My goal is always to de-escalate the situation and ensure the guest leaves satisfied.

I ensure accuracy by double-checking all information, such as reservations, payments, and guest details. I also use checklists and follow standard operating procedures to minimize errors. Regular training and staying updated with new systems and processes help maintain high standards. Attention to detail is crucial, and I focus on each task to ensure everything is done correctly.

In my previous role, I used CRM software to manage guest profiles, track interactions, and follow up on service requests. I am proficient in entering accurate data, generating reports, and using the software to enhance guest experiences. My experience with CRM tools has helped me understand the importance of personalized service and maintaining detailed guest records.