In my previous role, a guest arrived visibly upset because their reservation had been lost. I remained calm, listened to their concerns, and quickly verified their booking details. I then offered them an upgraded room as an apology, which not only resolved their immediate issue but also turned their experience positive. 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 and emergencies, followed by reservations and check-ins. I also use a task list to keep track of pending items and adjust priorities as the situation evolves. This method ensures that no critical task is overlooked and guests receive timely service.

To maintain professionalism under pressure, I practice deep breathing exercises to stay calm and focused. I also remind myself of the importance of my role in creating a positive guest experience. Additionally, I seek support from colleagues when needed and communicate clearly with guests to manage expectations. These strategies help me handle stressful situations effectively.

If a guest is dissatisfied with their room, I would first listen attentively to their concerns to understand the issue fully. I would then offer immediate solutions such as moving them to a different room or addressing any maintenance issues promptly. If the problem cannot be resolved quickly, I would apologize and assure them that their feedback will be used to improve future guest experiences.

In a previous job, a guest mentioned they were celebrating their anniversary. I arranged for a complimentary bottle of champagne and a handwritten note to be placed in their room. The guest was delighted and expressed their gratitude, which made their stay memorable. This experience reinforced my belief in the value of personalized service and attention to detail.