During my tenure at the previous hotel, a guest was extremely upset due to a double booking error. I remained calm and empathetic, listening to their concerns and offering immediate solutions. I arranged an upgraded room at no extra cost and provided complimentary breakfast vouchers. This approach not only diffused the situation but also turned the guest's experience around, ensuring they left with a positive impression of our service.

I prioritize tasks based on urgency and impact on guest experience. For instance, addressing immediate guest needs like check-ins or emergencies takes precedence. I also use a task management tool to track and delegate duties efficiently among the team. This ensures smooth operations and maintains high service standards even during peak hours.

I believe in regular training sessions focusing on both service excellence and technical skills. I also foster a positive team environment by recognizing individual and team achievements. Implementing a mentorship program where experienced staff guide newcomers helps in knowledge transfer and builds a cohesive team. These strategies enhance motivation and performance, leading to better guest satisfaction.

I would first identify the root cause of the underperformance through one-on-one discussions and performance reviews. Providing targeted feedback and additional training where necessary is crucial. If improvement is not seen, I would escalate the issue to management for further action. Throughout this process, maintaining open communication and support is key to helping the team member improve or make informed decisions about their role.

When we introduced a new reservation system, I organized comprehensive training sessions for the entire front desk team. I also created a quick-reference guide and was available for immediate support during the transition phase. By gathering feedback regularly and making necessary adjustments, the new system was smoothly integrated, significantly improving our efficiency and guest service quality.