In my previous role at a busy hotel, we experienced a sudden power outage that affected the check-in process. I quickly adapted by using manual check-in procedures and ensured guests were informed and comfortable while we resolved the issue. I coordinated with maintenance to prioritize the power restoration and kept communication open with guests to manage their expectations and maintain their trust.

During peak times, I prioritize tasks based on urgency and impact. I start by addressing immediate guest needs such as check-ins and emergencies, then move on to reservations and inquiries. I use a ticketing system to track tasks and ensure nothing is overlooked. Effective communication with the team helps in delegating tasks efficiently and maintaining a smooth workflow.

I approach difficult situations with empathy and patience. I listen carefully to the guest's concerns, acknowledge their feelings, and apologize for any inconvenience. I then offer practical solutions or escalate the issue to a manager if necessary. Maintaining a calm demeanor and focusing on resolving the problem helps in de-escalating the situation and ensuring guest satisfaction.

I ensure accuracy by double-checking all information entered into the system, such as reservations and guest details. I also maintain a checklist of daily tasks to ensure nothing is missed. Regular training and staying updated with any new procedures or software updates help in maintaining high standards of accuracy and attention to detail.

I have experience with various customer service software, including property management systems and reservation platforms. I adapt quickly to new systems by thoroughly reading manuals, attending training sessions, and seeking clarification when needed. I also practice using the new system in my free time to become proficient before applying it in a live environment.