Or as experienced FD agents and Managers, what was that one thing you did for the new front desk agent which made his or her learning process easier ? Could be multiple things too of course.
I'd really appreciate your help as a new front desk agent . Thank you
Would you offer any compensation to the guests if the wifi wasn't working during their one night stay in a premium hotel ? What would you offer if you had ? Especially if the guest asked for some compensation for the inconvenience.
Today I was returning an item at a Marshalls store. I had two items to return. One was a white $28 blazer jacket and the other was a $29.99 Zara brand sweater vest . The girl at the cashier scanned and took the first item no problem. Then she took a closer look at the vest and brought a reading machine. She checked the item and the tag a few times. She talked to the other associate. She said "I can't take this. It doesn't belong to this receipt."
At first I thought she meant it must be on another receipt. But no, she meant I was trying to scam them.
I asked, "What do you mean?"
She replied, "The reader says it is a jacket. This item is not a jacket."
I said, "Well, if there is a problem with the tag, it is your problem, not mine. You are the one working here, putting those tags on. I just picked it up as a customer"
She insisted, "It says it is a jacket"
I insisted, "I don't care what it says. It is your job, not mine. Do you even understand what I am saying ?"
She talked to the other associate again. They decided to take it back. But she showed absolutely no kind of kindness while giving me the return receipt. She acted dismissive.
I spend tons of money in TJX stores. What would you do in this situation ?
The tags were still on the clothes btw. They were untouched.
Today I was returning an item at a Marshalls store. I had two items to return. One was a white $28 blazer jacket and the other was a $29.99 Zara brand sweater vest . The girl at the cashier scanned and took the first item no problem. Then she took a closer look at the vest and brought a reading machine. She checked the item and the tag a few times. She talked to the other associate. She said "I can't take this. It doesn't belong to this receipt."
At first I thought she meant it must be on another receipt. But no, she meant I was trying to scam them.
I asked, "What do you mean?"
She replied, "The reader says it is a jacket. This item is not a jacket."
I said, "Well, if there is a problem with the tag, it is your problem, not mine. You are the one working here, putting those tags on. I just picked it up as a customer"
She insisted, "It says it is a jacket"
I insisted, "I don't care what it says. It is your job, not mine. Do you even understand what I am saying ?"
She talked to the other associate again. They decided to take it back. But she showed absolutely no kind of kindness while giving me the return receipt. She acted dismissive.
I spend tons of money in TJX stores. What would you do in this situation ?
EDIT: Read the part that says, SHE INSISTED.
SHE INSISTED on not taking it back, WITH a smug face and attitude. THE ASSOCIATE WAS THE KAREN IN THIS SITUATION!
I know it sounds like an interview question :) but I am interested in learning how to handle possible guest service challenges efficiently and effectively . I will start working in Autograph Collection soon. I will have training and I have some textbook knowledge but real life experience can vary and be unexpected . I want to be able to handle them practically.
This is a busy hotel with a busy bar, restaurant and wedding venue.
Can you please talk about a problem you experienced and how you handled it ?
Thank you for your time . I appreciate your help.
I am not looking for a job btw. I am already hired . But I am still checking what comes to my inbox from hospitality job sites. I was thinking $18 an hour is low, and one franchise company said " hold my beer" .
Mind you, that is before the taxes
I am a hired at a high end hotel. It is exactly the hotel I wanted to work at. And it is a union job. I know a lot about unions but I never worked in a union job before. Can you share your experiences with me. Thank you very much.
I am in the United States, tri-state area. It is Local 6 union
I had an interview for a union job in a hotel on Tuesday. Nowhere in the job description was it mentioned. And the interviewer didn't ask me if I know anything about unions ? I actually prefer union jobs over a non union job.. But she didn't seem to care about it. If I don't get that job, someone who most likely don't care about unions may get it.
How does that work ?
In the last two interviews I had for front desk position, I spoke only like five sentences. They didn't ask any questions. So I show up to the interview, someone greets me, they start talking about the job like what it is about and what they are offering. And after about 40-50 minutes , they say, do you have any questions? That is the only question they ask. BUT it is a rhetorical question because just when you think you finally found the opportunity to say something , they take the word out of your mouth, keep talking until they finally say goodbye.
Neither were professional HR personnel. One guy was a do-it-all person . He was at front desk, then he took me to another room to talk when another agent came to replace him.
In the second, she was like assistant manager. She kept saying , she is ready to train the right person. I felt like saying " How do you decide who is right ? By feelings ? " but of course I couldn't say that.
They talk like they are trying to sell me the job for one hour ( like I am not the one applying for it), talking non stop and then they say goodbye and I don't hear from them.
I am asking seriously what is going on ? What are they doing ? You are all anonymous here . So please tell me honestly what is that all about ?
At this point, after some interview experience, I started thinking some hotels run on nothing but only on being at a good location
Just how unprofessional is that !
How would you react on the phone if she said " Oh I am sorry. The HR should have let you know " ??
She is the HR btw.
She said, it has nothing to do with me, that she would love to hire me but the company decided not to add another person to the front desk.
Does that happen ? Do they interview lots of people and then decide that they don't need anyone ? Who decides the FD needs more personnel or not ?
This whole thing seems like a huge lie to me. I think, they set up the whole thing to get this 25-year-old HR girl some interview experience. Then they didn't even bother to update the candidates.
I am not angry that I am not hired. I am angry that I had to call million times to get an update.
She said "I would love to work with you when we have an opening. Please keep us in mind. Maybe we can reach you or you can reach us again when we have opening"
In response, I said "Can you please tell the HR or whoever is in charge that they should have let me know about it over two weeks ago. I called 6 times and left multiple messages. They should have updated me. Thank you. Goodbye"
I know, I was supposed to say " I would love to keep in touch and maybe work with you in the future". But I didn't do that. Because I don't want anything to do with that hotel anymore.
It is a two hundred room , four star hotel.
For entry level FD position. I had the interview with the GM two weeks ago, which was one week after my first interview with the HR. He seemed positive and said, HR had positive things to say about me and he said they would call me for the final meeting following week. But they didn't call.
So , between the first phone interview, HR and GM interviews, it has been almost 4 weeks in total.
Should I call to follow up or wait longer ?
I should add that they have not been punctual about their calls since the beginning. After the first meeting, HR was supposed to call me but she didn't. I think she was busy. When I called she said " I was going to call you" and set up the meeting with the GM.
Needless to say, I am not the only person applying for this job.