Ritz-Carlton Mock Interview
Practice 35 Ritz-Carlton interview questions covering legendary service standards, guest experience scenarios, and the Gold Standards philosophy.
Question 16 of 35
Give me one way you would follow up with lost business or guests who have not returned in more than 12 months.
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Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
Ritz-Carlton thrives on returning guests, referrals, and loyalty programs. The interviewer would like to see that you understand the importance of customers returning. 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.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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, I would check to see which shows were playing over the next three months. Then, I would create an email with an invitation to stay with us should they be interested in the show. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
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