The Savoy, A Fairmont Hotel Mock Interview
Practice 30 The Savoy interview questions covering luxury service standards, heritage hospitality, and guest experience excellence.
Question 16 of 30
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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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
The Savoy, A Fairmont Hotel thrives on returning guests, referrals, and loyalty programs. Now, 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.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Customer service and sales are my forte. In my current role, I have the CRM to alert me of upcoming birthdays. I then call and wish the customer a happy early birthday and ask if they have special plans for their day. If they do not, I will invite them to stay with us, with a no-charge upgrade. This technique, of course, is reserved for our guests who have stayed multiple times, but have dropped off in the past 12 months or so."
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