In my previous role as a Front Desk Representative, I encountered a guest who was extremely upset due to a double booking error. I remained calm and listened to their concerns, then quickly coordinated with the housekeeping and reservations team to find an alternative room that met their preferences. I also offered a complimentary upgrade and a small gesture of apology, which significantly improved their mood and ensured they left with a positive impression of our service.

During peak hours, I prioritize tasks based on urgency and impact. I start by addressing immediate guest needs and emergencies, followed by reservations and check-ins. I use a ticketing system to manage requests and ensure nothing is overlooked. Additionally, I maintain clear communication with my team to delegate tasks efficiently and keep the front desk running smoothly.

I double-check all guest information and bookings against the system to ensure accuracy. I also use a verification process where I read back the details to the guest to confirm their booking. Additionally, I regularly update my knowledge of the hotel's booking policies and systems to minimize errors and provide accurate information to guests.

I handle confidential information with the utmost care and follow strict privacy protocols. I ensure that sensitive data is stored securely and accessed only by authorized personnel. I also maintain a professional demeanor and avoid discussing guest information in public areas. Training on data protection laws and hotel policies is something I actively engage in to uphold confidentiality.

At my previous job, I initiated a feedback collection system where guests could easily provide suggestions and complaints. I analyzed this data to identify common issues and worked with the team to implement improvements, such as enhancing check-in processes and providing more personalized service. This initiative led to a noticeable increase in positive reviews and repeat guests.