Once again, it is important to always state the situation, action taken and outcomes of your action. You will be rated on all 3 steps of your answer. Tell me about a time when you faced a challenging guest? Situation: "One day a guest came to the front desk very upset because the room was not at his standards." Action: "I immediately apologized and asked what was the reason he was upset. After finding out in the details the specific guest request, I called the appropriate departments to start working on it right away. I made sure guest knew our team was already working on it and at the mean time I offer some beverage and direct the guest to our lounge. Outcome: "Guest felt more at ease and happy with the solution. Guest even complemented the beverage that was provide and asked for a repeat."