Interview Question Prep Flashcards
TELL ME ABOUT YOURSELF!
Hello! This is Sandra speaking.
I had a great weekendplaing wiht my pups on the beack this weekend./walk with my pups this morning . how are you?
Highlight Zendesk Experience: “I’m very familiar with Zendesk and have successfully used it in a previous role. I understand Guest Service Suite and Avaya might be used too. Generally, I’m adaptable to new software and pick up systems quickly. Could you give me a brief overview of how they’re used within your guest relations process?”
I’m a guest services professional with over a decade of being luck enough to be at the right place and right time.
Whether it was managing large-scale events like Jay-Z’s Oscar Gold Party or executing a Sundance Festival - After Party, I love the challenge of anticipating guests needs and going the extra mile to make things run smoothly to leave a lasting impression.
whether it’s with clients, guests, vendors, or different teams, I’m grateful for the chance in always building strong relationships, which is crucial for a successful end-to end guest journey!
This Guest Services Manager role really excites me because it’s all about being proactive, solving problems, and working in a fast-paced environment – things I excel at.
I’M REALLY PUMPED TO MAKE A Swift IMPACT WITH MY HOSPITALITY INTUITION AND CUSTOMER EXPERIENCE EXPERTISE in being the voice of the guest. It’s the perfect match that aligns with the company’s goals for their upcoming Expo and my experiences in the high-profile entertainment industry.
that’s a little bit about me!
HAPPY TO share more and answer any questions.
WHY ARE YOU INTERESTED IN THIS ROLE?
I thrive in self-directed environments with high expectations, taking ownership in all that I do!
My past success managing teams and events remotely has shown me that I maintain clear communication, meet deadlines proactively, and build trust even without being in the same office.
I’m excited about the flexibility of a remote setup, allowing me to deliver top-notch results for the company from anywhere.
HOW WOULD YOU HANDLE PRIORITIZING MULTIPLE SIMULTANEOUS GUEST REQUESTS?
That’s a great question! During a salesforce’s dreamforce conference for a 3-day programming event, I was responsible for overseeing guest requests across various platforms from email, slack, and phone calls that were all related to the guest experience from white glove transportation, food and beverage, programming, expense reimbursement inquiries, and any other misc needs relating to the guest experience.
I developed a quick system to quickly triage requests, identifying those that were urgent or time-sensitive.
For complex issues, I escalated appropriately or found creative workarounds. I maintained open communication with guests at all times.
This maximized guest satisfaction and led to smoother event flow, exceeding expectations and solidifying repeat business with this Salesforce team!
Tell me about a time you handled a particularly difficult guest situation!
At the ChiPs Global Summit, a frustrated guest – a board member of Greenberg & Traurig LAW FIRM, a major sponsor – voiced concerns about long wait times for her client’s at the headshot photo activation.
I recognized her as I had proactively printed the photos of the board members, but of course, didn’t know their individual clients.
I immediately listened to the guest’s concerns, apologized for the delay, offered them extra makeup swag and assured them I’d oversee a solution.
my team and I implemented a quick excel reservation system and added 2 temp staff to manage the line.
This swift response earned positive feedback from all guests, including the board member. Additionally, my proactive communication with the Greenberg & Traurig team – including getting creative and asking the headshot photographers if they could so kindly take a few post-event photos showcasing their sponsorship – REALLY helped secure them as the event’s major sponsor for the following year!
How do you stay organized when managing multiple guest inquiries simultaneously?
“During a high-volume event, I was responsible for handling a surge in complex guest inquiries alongside managing the regular workflow of my team.
I needed a system to effectively track, prioritize, and delegate tasks without compromising response times or resolution quality.”
I implemented a shared ticketing system with clear prioritization and escalation guidelines. I held brief daily huddles with my team to reassess priorities and ensure timely progress.”
This led to a 20% decrease in resolution time during peak periods and significantly improved the perceived responsiveness from our guests.”
Can you describe a time you successfully collaborated with a cross-functional team?
YES!
At Delicious Hospitality Group, I recognized an opportunity to streamline communication between restaurants and our food delivery partners, which was causing delays and impacting profitability.”
I needed to bring together stakeholders from Operations, Marketing, Sales, and our IT team to create a better system.”
I organized a collaborative workshop, facilitated discussions, identified pain points, and brainstormed solutions. I designed a program and led its implementation, ensuring buy-in from all departments.”
This resulted in a 11% reduction in delivery-related costs and a smoother ordering process for all three of our restaurants.
How do you prioritize tasks in a fast-paced environment
During events, I often have multiple urgent requests, time-sensitive tasks, and unexpected issues happening simultaneously.”
need a framework to quickly assess priorities, make decisions, and delegate effectively to maintain a seamless guest experience.”
I’ve developed a mental triage system that factors in urgency, potential impact, and available resources. I also proactively communicate with my team and stakeholders to manage expectations.
This approach has allowed me to consistently deliver successful events even under pressure, reducing stress and ensuring critical issues are addressed with minimal delay.”
Describe a time you anticipated a problem and proactively addressed it.
While executing the Adidas x Gucci block party, we anticipated large crowds and potential traffic flow issues.”
needed to mitigate risks without compromising the guest experience or overall event aesthetic.
I collaborated with the event design team to create stylishly branded fencing coupled with the fire marshalls and strategically placed entertainment, and hired additional staff dedicated to crowd management.”
Result: “Instead of potential bottlenecks, we transformed waiting areas into an engaging part of the event experience, receiving positive feedback from guests.”
Interviewer Question 6: “How do you handle guest feedback, both positive and negative?”
during my hotel management experience, I sometimes received negative guest feedback from the guests attending the onsite events, such as the longer than anticipated wait times for the groundsmen to
I needed to address their concerns promptly, turn this feedback into actionable improvement opportunities, and ensure guests felt heard.”
Action: “I created a protocol for acknowledging feedback, investigating root causes, and offering apologies or tailored solutions where possible. I also used this data to identify recurring trends and make systemic improvements.”
Result: “Our overall guest satisfaction scores improved, and we were even able to turn some negative feedback into positive testimonials through swift and genuine service recovery.”
Interviewer Question 7: “Can you share an example where you had to use data to solve a problem?”
Situation: “With Premiere Digital Services, we experienced inefficiencies in our media asset supply chain workflow that impacted project timelines and increased costs.”
Task: “I needed to analyze the data, pinpoint where processes were slowing down, and propose solutions.”
Action: “I tracked task times across multiple projects, visualized the data, and identified a crucial approval issue. I worked with stakeholders to create a streamlined approval system with escalation triggers.”
Result: “This reduced processing time by 30%, allowing us to meet tighter deadlines and boost client satisfaction.”
Can you tell me about a time you had to adapt quickly to a change or challenge?
Situation: “While executing the Oscar night Gold Party, a key vendor experienced a last-minute logistical issue that jeopardized a major component of the event experience.”
Task: “With hours to go, I needed to find an equally impressive alternative, ensure seamless integration into the event flow, and manage guest expectations.”
Action: “I leveraged my network of entertainment industry contacts, rapidly negotiated with a new vendor, and personally oversaw the revised setup. I communicated transparently with the client and event team to adjust announcements and signage.”
Result: “The transition was smooth, guests were delighted by the change, and the event was a resounding success. This even led to a new, long-term relationship with the replacement vendor.”
Tell me about a time you improved a process or implemented a new system.
Situation: “At the Santa Monica Proper Hotel, I noticed inefficiencies in banquet event order management, leading to potential errors and inconsistent guest experiences.”
Task: “I needed to streamline the process and ensure clear communication across departments for flawless event execution.”
Action: “I created detailed standard operating procedures (SOPs) for order placement, communication timelines, and execution checklists. I conducted thorough staff training and instituted regular reviews of the SOPs for further refinement.”
Result: “This reduced errors by 40%, improved guest satisfaction scores related to event management, and allowed our team to confidently handle an increase in banquet event volume.”
Tell me about a time you excelled with a particularly demanding client or stakeholder.
Situation: “While working with the team at Resy on the Pasquale Jones pizza pop-up, we had a high-profile client with exceptionally specific demands and short turnaround times. - it wasn’t logically sustainable for our team to execute 500+ heart shaped pizzas!
Task: “I needed to manage their expectations, meet their standards, and ensure the success of the activation from a client and guest perspective.”
Action: “I maintained proactive and transparent communication, anticipated their needs, and creatively found solutions within their constraints. I personally managed on-site logistics to ensure their vision was executed flawlessly.”
Result: “The client was thrilled with the outcome, the pop-up generated significant buzz, and we secured ongoing collaborations. My attention to detail and relationship-building skills were key in exceeding expectations.”
Absolutely! Let’s craft those final answers, strategically weaving in highlights from your resume.
Situation: “At the Santa Monica Proper Hotel, a major construction project suddenly created significant noise and visual disruption for our guests right before a high-profile weekend.”
Task: “I needed to mitigate the impact on the guest experience, proactively address complaints, and maintain our reputation.”
Action: “I immediately communicated with guests, offering room changes, upgraded amenities, and personalized apologies. I collaborated with the construction team to schedule noisy work during off-peak hours and creatively decorated construction barriers to enhance the visual impact.”
Result: “We minimized complaints and even received positive feedback for our proactive and creative approach. Post-event guest survey scores showed minimal negative impact from the construction issue
How do you build strong relationships with both internal teams and external clients?
Situation: “Throughout my career, I’ve consistently managed relationships with event venues, vendors, high-profile guests, and internal teams across various departments.”
Task: “My goal was to foster trust, collaboration, and ensure seamless event execution or positive guest experiences.”
Action: “I prioritize clear communication, respect for everyone’s expertise, and proactive problem-solving. I also make myself readily available and follow through on commitments, building a reputation for reliability.”
Result: “This has led to repeat partnerships, glowing client testimonials, and strong internal rapport – key to the success of multiple events and initiatives.”
