JUNIOR LEVEL

Describe a time when you had to go above and beyond to exceed a guest's expectations.

Sample answer to the question

One time, a guest at the resort where I worked requested a reservation at a fully booked restaurant. Instead of simply apologizing and telling the guest it wasn't possible, I took it upon myself to find a solution. I contacted the restaurant manager to explain the situation and asked if they could accommodate the guest. The manager agreed and made special arrangements to open a private section of the restaurant just for the guest. The guest was thrilled and thanked me for going above and beyond their expectations.

A more solid answer

One time, a guest at the resort where I worked requested a reservation at a fully booked restaurant. Instead of simply apologizing and telling the guest it wasn't possible, I took it upon myself to find a solution. I researched alternative dining options in the area and found a similar restaurant with availability. I made the reservation for the guest and also arranged for a complimentary taxi service to take them there. The guest was extremely grateful and mentioned in their review that my efforts exceeded their expectations.

Why this is a more solid answer:

The solid answer builds upon the basic answer by providing more details about the steps taken to exceed the guest's expectations. It demonstrates the candidate's problem-solving skills, resourcefulness, and ability to think outside the box. However, it can still be improved by discussing the communication aspect more.

An exceptional answer

One time, a guest at the resort where I worked requested a reservation at a fully booked restaurant. Instead of simply apologizing and telling the guest it wasn't possible, I took it upon myself to find a solution. I researched alternative dining options in the area and found a similar restaurant with availability. I called the guest to explain the situation and offered the alternative reservation. Additionally, I arranged for a complimentary taxi service to take them to the restaurant and ensured that they had all the necessary information. The guest was delighted with the personalized attention and thanked me for going above and beyond. They later left a glowing review, specifically mentioning the exceptional customer service they received.

Why this is an exceptional answer:

The exceptional answer further expands on the solid answer by emphasizing the candidate's excellent communication skills. It highlights the candidate's ability to effectively communicate the situation to the guest and provide a suitable alternative. Additionally, it mentions the candidate's attention to detail in ensuring the guest had all the necessary information. Overall, the answer showcases the candidate's ability to exceed guest expectations through problem-solving, resourcefulness, and exceptional customer service.

How to prepare for this question

Reflect on past experiences where you went above and beyond to exceed customer expectations.
Think about the specific steps you took and the outcomes of those actions.
Consider any unique challenges you faced and how you overcame them.
Highlight your ability to communicate effectively with guests and provide personalized attention.
Demonstrate your problem-solving skills and resourcefulness in finding creative solutions.

What interviewers are evaluating

Customer service
Problem-solving
Communication