In my previous role, a guest was extremely upset because their room was not ready upon arrival. I immediately apologized and offered them a complimentary upgrade to a suite. I also arranged for a welcome amenity and kept them updated on the status of their original room. By showing empathy and taking swift action, I was able to turn a negative experience into a positive one, and the guest left with a much better impression of our service.

I prioritize tasks based on urgency and impact. For example, I always address guest concerns immediately to ensure their satisfaction. I then focus on check-ins and check-outs, followed by administrative tasks like updating records and preparing reports. I also use a to-do list to keep track of tasks and adjust priorities as needed throughout the shift.

I always double-check amounts before processing transactions and use a calculator to verify totals. I also keep a detailed log of all transactions and reconcile it at the end of each shift. Additionally, I ensure that I am familiar with the hotel's POS system and any updates to it, as this helps minimize errors.

I use a combination of tools to stay organized, including a daily planner, digital calendars, and task management apps. I also set clear goals for each shift and break down larger tasks into smaller, manageable steps. Regularly reviewing my progress helps me stay on track and ensures that nothing falls through the cracks.

First, I would listen carefully to the guest's concerns and acknowledge their dissatisfaction. I would then offer a sincere apology and explain the hotel's refund policy. If the situation warrants it, I would escalate the matter to a supervisor or manager for further review. My goal would be to find a resolution that is fair to both the guest and the hotel, such as offering a partial refund or a future stay credit.