Hyatt Mock Interview
Practice 35 Hyatt interview questions covering guest service, hospitality values, and luxury hotel operations.
Question 16 of 35
Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
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James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
Hyatt thrives on returning guests, referrals, and loyalty programs. This strategy dictates that the hotel chain target former customers who may have stayed in the past, but are not actively using the services Hyatt provides. The interviewer would like to see that you understand the importance of attracting these customers and helping them return. It's time to put your sales hat on! Think of one unique way you could gain the business of a past customer. Dig deeper than sending an email or a promotional item. The hiring manager would like to see some enthusiasm and creativity.
James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
"One way that I would follow up on lost business, or guests who have not returned in more than 12 months would be to research their preferences in the CRM. If I found that they were an Opera fan, for example, I would check to see which shows were playing over the next three months. Then, I would create an invitation to stay with us should they be interested in the show. I might include a promotional deal as well. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
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