Tell me about a time when you had to provide directions to a guest.

Sample answer to the question

One time, while working as a Bellman at a hotel, I had a guest who wanted to visit a nearby restaurant for dinner. I provided him with detailed directions to the restaurant, including landmarks and street names. I also told him about the different dishes they specialize in and recommended a few popular options. To ensure he wouldn't get lost, I drew a map for him and highlighted the route. I made sure to mention nearby attractions and parking options too. The guest was grateful for the assistance and later complimented the hotel on the excellent service he received.

A more solid answer

During my time as a Bellman at a hotel, I encountered a guest who was looking for a specific shopping mall nearby. After warmly greeting him, I asked about his preferences for shopping and gave him detailed instructions on how to get to the mall. I mentioned the different transportation options available, such as public transportation or taking a taxi, and provided estimated travel times for each. Additionally, I shared knowledge about the mall's layout, popular stores, and recommended places to eat within the mall. The guest appreciated the information and remarked on how helpful and knowledgeable I was.

Why this is a more solid answer:

The solid answer expands on the basic answer by showcasing the candidate's communication skills, customer service orientation, and knowledge of the local area. It provides specific details about the candidate's interaction with the guest, including offering transportation options and sharing knowledge about the mall. However, it could be improved by highlighting the candidate's problem-solving skills and teamwork.

An exceptional answer

While working as a Bellman at a hotel, I had a guest who needed directions to a local museum. Instead of just giving him directions, I decided to go above and beyond to enhance his experience. I created a personalized itinerary for him, starting with the museum and including nearby attractions and points of interest. I highlighted the best routes to reach each location, taking into account traffic patterns and potential road closures. I also provided information about parking options and suggested some local restaurants for lunch. To make it easier for him to navigate, I prepared a printed map with all the destinations and marked important landmarks along the way. The guest was extremely impressed with the level of service he received and thanked me for making his day memorable.

Why this is an exceptional answer:

The exceptional answer surpasses the solid answer by demonstrating the candidate's problem-solving skills, teamwork, and professionalism. The candidate not only provided directions but went the extra mile by creating a personalized itinerary, considering traffic patterns, and providing additional recommendations. The candidate also showcased their time management skills by preparing a printed map in advance. The exceptional answer exceeds expectations and leaves a lasting impression on the guest.

How to prepare for this question

Familiarize yourself with the local area to confidently provide directions and recommendations.
Brush up on your customer service skills, including active listening and empathy.
Practice your communication skills to convey information clearly and effectively.
Be prepared to think creatively and go above and beyond to provide exceptional service.
Demonstrate problem-solving skills by offering alternative transportation options or suggesting nearby attractions.

What interviewers are evaluating

Customer service orientation
Communication
Knowledge of local area