How would you handle a situation where a guest approaches you for assistance while you are already assisting another guest?

Sample answer to the question

If a guest approaches me for assistance while I am already assisting another guest, I would politely acknowledge their presence and inform them that I will be with them shortly. I would then finish my current task as quickly as possible without neglecting the guest's needs. Once I am available, I would approach the second guest and ask for their assistance. I would apologize for the wait and assure them that I am ready to help. By acknowledging both guests and managing their expectations, I can ensure that they both receive the assistance they need.

A more solid answer

In such a situation, I would first greet the guest who approached me while also acknowledging the guest I am currently assisting. I would then inform the second guest that I am currently attending to another guest but will be with them as soon as possible. I would make a mental note of their request or inquiry to ensure I don't forget it. While assisting the first guest, I would try to expedite the task without compromising the quality of service. Once I am available, I would approach the second guest, apologize for the wait, and offer my undivided attention. To ensure their needs are met efficiently, I would actively listen to their request and provide prompt assistance. By effectively managing both guests' expectations and providing personalized attention, I can provide exceptional service to both individuals.

Why this is a more solid answer:

The solid answer provides more details on how the candidate would handle the situation. It includes steps such as acknowledging both guests, making a mental note of the second guest's request, and actively listening to their needs. The candidate also emphasizes the importance of maintaining the quality of service while assisting the first guest. However, the answer could be further improved by incorporating examples or past experiences that demonstrate the candidate's problem-solving abilities and proactive approach.

An exceptional answer

If a guest approaches me for assistance while I am already helping another guest, I would handle the situation by following a proactive and efficient approach. Firstly, I would warmly greet the second guest while maintaining eye contact with both guests, ensuring they feel acknowledged and valued. I would then politely inform the second guest that I am currently assisting another guest but will be with them shortly. To ensure their needs are not overlooked, I would actively engage in conversation, asking for specific details or preferences related to their request. This would allow me to mentally prioritize and prepare a solution while assisting the first guest. If the situation permits, I would assign a colleague or inform the appropriate staff member to assist the second guest in the meantime. This proactive approach ensures that guests receive prompt attention and assistance. Additionally, I would utilize my strong organizational skills by jotting down important details or utilizing technology to create a reminder or task list. This ensures that no guest request is forgotten or neglected. By handling the situation calmly, efficiently, and with a proactive mindset, I can demonstrate exceptional problem-solving abilities and provide outstanding customer service.

Why this is an exceptional answer:

The exceptional answer provides a comprehensive response that demonstrates the candidate's outstanding customer service skills, strong organizational skills, and problem-solving abilities. The candidate acknowledges both guests and ensures they feel valued by maintaining eye contact and engaging in conversation. They also mention the possibility of assigning a colleague to assist the second guest, showcasing their proactive approach. Additionally, the candidate highlights their ability to utilize technology and organizational tools to ensure no guest request is overlooked. This answer goes above and beyond in addressing the situation with exceptional attention to detail and a proactive mindset.

How to prepare for this question

Review your past experiences in customer service or hospitality roles and identify instances where you had to handle multiple guests' requests simultaneously.
Practice active listening skills to ensure you can prioritize and address guests' needs effectively.
Familiarize yourself with the hotel's services, amenities, and daily events to provide accurate and helpful information to guests.
Develop strategies or techniques to manage time efficiently and prioritize tasks in a fast-paced environment.
Consider scenarios where you had to think creatively or use problem-solving skills to handle challenging customer service situations.

What interviewers are evaluating

Outstanding customer service and interpersonal skills
Strong organizational skills and attention to detail
Problem-solving abilities and proactive approach