Ritz-Carlton Mock Interview
Practice 35 Ritz-Carlton interview questions covering legendary service standards, guest experience scenarios, and the Gold Standards philosophy.
Question 20 of 35
What would you do if a guest accused the housekeeping staff of theft?
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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 will have its policies and procedures when it comes to guest concerns and complaints. Every grievance must be documented so that past data on employees and guests can easily be retrieved. If you are new to the hotel industry, try to do some research on how a typical hotel would handle a theft accusation. You can also ask the interviewer to clarify their policy when it comes to stressful situations such as this.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"If a guest accused a housekeeper of theft, I would not immediately accept blame; however, I would create an incident report with the description and value of the item. From there, I would run a report on the guest-room lock. Then, I would set up interviews with all employees who entered the room. Depending on the value of the missing item. I would also offer to get the police involved. If the situation were continually pressed, I would ask my corporate office to escalate the situation to the insurance team."
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