Waldorf Astoria Mock Interview
Master 30 Waldorf Astoria interview questions covering luxury service standards, guest experience, and brand excellence.
Question 6 of 30
Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
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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.
Guests will complain, be nit-picky, snarky, and at times - downright rude. Situations like this are par for the course in the service industry. Luckily, these experiences are not the norm, and you get to choose how you react. Show the interviewer that you are not one to take it personally if a guest is acting out. Discuss a time when you have been in an awkward situation, and how you came out of it unscathed.
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.
"I once had a guest dislike their appointed room so much that they threw their suitcase at the bellman! It was the oddest experience for me to see a grown adult throw what looked like a tantrum. I politely let him know that we would seek out another room for him, according to his preferences. His behavior was disturbing, yes, but it was important to us that we delivered our 5-star service standards, regardless."
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.
"We once had a couple arrive at our hotel, and unpack their car, when the wife realized that her husband did not pack her suitcase. She was verbally berating him in front of everyone, and the situation was very uncomfortable. I empathized with both of them and let them know that we would have the situation fixed before the morning. We put our heads together and decided that our senior service staff member would drive the three hours to their home, to retrieve the wife's bag. He drove the six-hour return trip in the name of customer service. Luckily the situation was saved, as was the husbands' feelings."
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