Guest services managers are important positions in both hospitality and retail sectors. Whether you are providing a product or a service to your customers, ensuring satisfaction is a top priority. When hiring a guest services manager, there are some important questions you want to ask so that you know you are choosing the candidate with not only the right skills, but the right personality.
When seeking to fill a management position, you want someone with prior experience. Determining where the candidate worked before, how long he worked at each position and the reasons for his departure will paint a vivid picture of the type of worker you are interviewing. Ask the candidate what he liked most and least about each position. Have him describe a time when a guest felt he went above and beyond in assisting them. Then counter that by asking him to relay a story of a bad guest experience and how he handled it.
A guest services manager may have to deal with emergency situations such as a guest becoming ill or lost luggage or wallet. Create a scenario and ask the job candidate to explain how she would handle the situation. As a manager, she will also need critical thinking skills in dealing with employees under her supervision. Ask how she would handle a subordinate who did not handle a guest situation in the proper manner. If the position is in hospitality, questions about emergency preparedness in the event of a fire or other natural disaster are important. Lastly, determine if the candidate has first aid or CPR training.
A guest services manager needs the skills to build an effective team in his department. Questions should be posed relating to employee reviews, determining compensation, interview skills and how he would terminate an employee. Equally important questions should cover his methods for training new employees, assimilating a new employee into the team, mentoring and ways to keep employee morale at a high level. Ask the candidate if they have completed any specific management training or team building seminars during their career.
Both hospitality and retail operations are continually competing with similar companies for customers. A guest services manager needs to offer innovative ideas that will result in customer retention as well as garnering new customers. Question the candidate on their experience with customer satisfaction surveys and rewards programs. Ask what new ideas she will bring to your business and how she will implement them. Then determine what methods she will use to measure the effectiveness of these programs.
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