This reveals whether you have real experience coordinating across departments and whether you take ownership of the guest's problem instead of just forwarding it.
Use the STAR format with one concrete incident. Name the departments, the urgency, the exact steps you took to coordinate, how you logged it, and how you closed the loop.
Start by choosing one real incident from your OJT or practicum, preferably one where the guest was visibly upset and the fix required more than one team. Say plainly what the problem was, for example a leaking air conditioner that soaked the carpet, and then walk the interviewer through your exact moves. Explain that your role was to be the single point of contact, not a messenger. You should say that you assessed the urgency first, then called maintenance directly with the room number and the specific issue, and simultaneously alerted housekeeping so they could bring dry towels or a replacement room if needed. Emphasize that you did not just pass the complaint along, you set a follow up time with the guest and checked back with both departments before closing the loop. In the Philippine setting, it helps to mention that you logged the incident in the shift handover or front office log so the next shift knew the status, and that you used clear English or Taglish with your colleagues as appropriate, but always kept the guest informed in a calm tone. Close by stating what you learned about timing and ownership.
Some candidates say 'I told maintenance then waited' or use Taglish like 'Pinasa ko lang po sa maintenance' which sounds passive. Instead say 'I called maintenance, gave the specific room number, then called housekeeping and set a follow up with the guest.'
Situation
During my practicum at a resort hotel, a guest called the front desk because the toilet in their room was overflowing and water was spreading to the bedroom carpet.
Task
I needed to get maintenance and housekeeping to respond quickly while keeping the guest calm and arranging a temporary solution.
Action
I told the guest to turn off the water supply behind the toilet and not to use the bathroom, then I called maintenance and gave the exact room number and urgency level. I called housekeeping to request immediate water extraction and a room move if needed. I logged the complaint in the hotel system, updated the front office supervisor, and offered the guest a temporary waiting area near the lobby while maintenance worked. I then called the guest after 20 minutes to report that maintenance had stopped the leak and housekeeping was drying the carpet.
Result
Maintenance fixed the leak within 35 minutes and housekeeping completed the cleanup. The guest was moved to a dry room across the hall, and the front office supervisor noted my coordination during the shift briefing.
A guest complaint that involves two departments needs one person to own the follow up and keep the guest informed.
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