Marriott International Voyager Program Interview Questions

Management versus leadership

"Management is the systematic side of running an organization, of setting goals and strategy, of allocating resources and evaluating results. In contrast, leadership is the human side of directing that organization, of expressing a vision of it and its objectives to others, of motivating people by giving them a sense of how their work contributes to a larger goal"

35. Give an example of time you went above and beyond to assist a guest.

(change it, use a Ritz Carlton- like example) S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Guest who comes every weekend for brunch came up to hostess stand very stressed out because they needed to eat but fell asleep at the pool and was going to be late to their business meeting at the hotel. They asked how long the food would take to be prepared so that they could take it to their room to eat it as they were going to prepare for the meeting. Task- I needed to figure out a way to get them their food without being late Action- I told her that I would have their food delivered to their room and have the bill placed on their room so they would not have to wait for the food. I also offered to have a taxi called for her so that it coupd be waiting for her when she finished getting ready. Result: The guest was able to take that extra time to shower and get ready for her business meeting instead of waiting 15 minutes for the food and was able to get into the taxi and go straight to the meeting Reflection: in the future, since I noticed she had a sunburn, i would have asked management if there were any ammenities such as aloe vera that we could have had sent up to her room along with the food to help her with that

How did you prepare for the interview?

- I am currently doing a case study for Marriott International in my Hospitality Communications class. I chose Marriott International because it is my dream company and the best hotel company in the world. A few elements of my case study include company history, current news, target market, human resources strategies and much more. - I also had the opportunity to attend the Marriott Summit Brand Summit this August where I learned about so many of the Marriott brands and discovered my passion for luxury brands. I was able to reconnect with so many contacts I had made in the various departments at the Renaissance property during my summer internship - In addition, I have also been speaking to several contacts who have gone through the voyager program and have absolutely raved about it and given me valuable insight.

Why did you choose your preferences?

- Location: NY and Miami- I feel like those two setting would allow me to use my Spanish skills, also I have family there and I thrive in a big city - Luxury hotel: I also had the opportunity to attend the Marriott Brand Summit last August of 2020 where I learned about so many of the Marriott brands and discovered my passion for luxury brands. I was able to reconnect with so many contacts I had made in the various departments at the Renaissance property during my summer internship Firstly, I want to work for a luxury hotel because they deliver a quality of service that is unparalleled to any other kind of hotel. I personally strive to go above and beyond when interacting with guests and providing customer service because I have a passion for creating and establishing very interpersonal connections with others. Secondly, I believe that the luxury hotel brands provide their employees with a level of training that is unparalleled to others. Employees learn how to provide impeccable service through attention to detail. I have a desire to learn from the best professionals in the industry on how to provide superior customer service with guests and how to anticipate guest wishes before the guests know themselves. ----------------------------------------------------------------------------- Examples : whether it be culinary experiences, memorable events or thoughtful gifts and amenities. I want to learn how to provide that genuine care to guests. I truly admire the Ritz Carlton's Motto of Ladies and Gentlemen serving Ladies and Gentlemen. Gold standards 12 Service Values - Department:

Managing Execution

- Show how you've worked with others - thought through and planned your actions - what tools and resources you used to be successful All of these are just as important as how you actually executed

Edition Questions

- Tell me about a time you got into a conflict with a coworker (Ex. Disagreement for RA event) - Tell me about a time you provided excellent customer service (Ex. Hostess at Tradewinds) - Tell me about a time you had to deal with stress (Ex. Sashes for the LEAD event) - Tell me about a time you lead a team or worked with a team (Ex. Tim Webber Events- Last minute set-up) - Tell me about a time you overachieved and overdelivered (Ex.

5 core values

1. We put people first: "take care of associates and they will take care of others". Deliver good experiences to their associates and guests. 2. We peruse excellence: "our dedication to the customer shows in everything we do" 3.We embrace change: "Innovation has always been a part of the Marriott story." Latest trends, technology, systems, etc.being open-minded 4. We act with integrity: How we do business is as important as the business we do. There can be leaders of many different personalities, so just focus on showing integrity 5. We serve our world: our "spirit to serve" makes our company stronger. The ability to do things well and at a good speed. Empowering partners to take ownership of their process to create better experiences. The sense of ownership

Questions to ask!

1. What do the day-to-day responsibilities of the role look like? 2.What is your favorite thing about working for the Edition? 3. What does success look like in this position, and how do you measure it? 4. Are there opportunities for professional development? If so, what do those look like? I would like to grow within the company 5. What do you see as the most challenging aspect of this job? 6. Tell me about the most successful associate who was in this role and what you think they did correctly or how they went above and beyond

What does leadership mean?

Adapting to change- being flexible, asking questions to understand the benefits of the change, constantly challenge yourself to grow and change... never get to comfortable. Communicating effectively with others: how you communicate a goal to an associate will make all the difference. Not only communicating through inspirational or motivating messages, but also displaying cultural understandings, listening patiently, team management and team meetings, providing training facilities and mentoring. Good decision making- balance emotion with reason and make decisions that positively impact themselves, their employees, their customers and stakeholders, and their organizations. Being decisive/ quickly arrive at their decisions and communicating the goals to others. I believe this requires a level of emotional intelligence, understand and manage your emotions and those of others, especially because leaders emotions are contagious.

Describe your job related skills and proficiencies.

Bilingual, front desk work, risk management and responding to incidents and emergencies

Challenge/Stress/Pressure

Professional organization involvement? Any certifications?

Diversity and Inclusion- being aware of microaggressions, speaking with cultural awareness Cvent certified for event professionals- NACE- National Association of Catering and Events ABC- Association of Bridal Consultants

5 Strengths from Strengths Finder explained with examples

Futuristic: People exceptionally talented in the Futuristic theme are inspired by the future and what could be. They energize others with their visions of the future. ex. Event managers are motivated by end result Significance: People exceptionally talented in the Significance theme want to make a big impact. They are independent and prioritize projects based on how much influence they will have on their organization or people around them. - Past ex. Inspiring residents to come out to events instead of forcing them - Future ex. Focus: People exceptionally talented in the Focus theme can take a direction, follow through and make the corrections necessary to stay on track. They prioritize, then act. - ex. Time management and prioritizing Woo: People exceptionally talented in the Woo theme love the challenge of meeting new people and winning them over. They derive satisfaction from breaking the ice and making a connection with someone. - Past ex. meeting new people as a hostess and providing them with an exceptional experience by personalizing each experience to them Communication: People exceptionally talented in the Communication theme generally find it easy to put their thoughts into words. They are good conversationalists and presenters. Past ex. hosting community meetings

Why are you a good fit (for this position)?

Growth, adapt and leadership Firstly because I am a person who has a growth mindset. I am constantly pursuing ways to grow personally and professionally. A growth mindset is essential in this position as you are developing into a manager and inspiring others to grow into roles and leaders as well. Secondly, throughout, my college career I have been placed in various new environments. This taught me how to adapt to change and thrive in new environments. Which is something that I will have to learn here when I am placed in a new property. Ex. Study abroad Thirdly, throughout my college career I have had a wide variety of leadership and teamwork positions. I know how to communicate with team members, how to encourage and motivate others, how to identify skills in others so that they can reach their full potential and also how to utilize excellent listening skills when communicating with coworkers or with guests. ex. encouraging other coworkers and staying optimistic when they get yelled at by guests and reminding them that they are doing great. recognition.

Key words

How do you invest in yourself and others in the organization to keep the business moving forward. Innovating and growing!

Tell me bout yourself

I am a graduate from UCF's rosen college which has the #1 program for Event Management in the world. I graduated with a 3.9 GPA, I was a part of several honor societies and I was very involved with Rosen College's various clubs, such as NACE and ABC Board. I also received several Rosen College Scholarships and CFHLA scholarships all together over $6k. My experiences in the hospitality field are very diverse, I have worked at Marriott's Renaissance Hotel as a Food and Beverage intern, at UCF as a Resident Assistant and as an event coordinator and at Tim Webber Events as a banquet server. I have studied abroad in Vienna, Austria and I worked in Madrid, Spain for a summer where I was able to solidify my bilingualism. My bosses describe me as an overachiever, my team describes me as a mentor and very supportive and my friends and family would describe me as very outgoing and personable. My top five strengths from the Clifton Stengths Finder are futuristic, significance, focus, woo and communication. And when I am not studying or working, I love to dance, travel, learn German and try new foods. (Education, Honors, Involvement, Scholarships, Experiences, Exchange, Bilingual, Describers, Strengths, Fun). EHISEEDSF

Tell me about yourself

I am earning an Event Management degree at the #1 program for Event Management in the world. I currently have a 3.97 GPA, I am a part of several honor societies and I am very involved with Rosen College's various clubs, such as NACE and ABC Board. I have also received several Rosen College Scholarships and CFHLA scholarships all together over $6k. My experiences in the hospitality field are very diverse, I have worked at Marriott's Renaissance Hotel as a Food and Beverage intern, at UCF as a Resident Assistant and I am currently working at Visit Orlando as an event coordinator and at Tim Webber Events as a banquet server. I have studied abroad in Vienna, Austria and I worked in Madrid, Spain for a summer where I was able to solidify my bilingualism. My bosses describe me as an overachiever, my team describes me as a mentor and very supportive and my friends and family would describe me as very outgoing and personable. My top five strengths are futuristic, significance, focus, woo and communication. And when I am not studying or working, I love to dance, travel and try new foods. Highly passionate, ambitious, innovative and bilingual individual looking for a leadership opportunity where I can best utilize my skills to support a company and help them achieve company goals. I am receiving an event management degree at the #1 program in the world for this industry. Throughout my college career, I have experienced much change and growth. I have lived abroad for about 6 months where i studied abroad for 5 months in Vienna, Austria and experienced new cultures and learned how to adapt and I worked in Madrid and practiced my Spanish for one month. I also have over five years of customer service and my most rewarding experience was as a summer intern for Marriott International at their Renaissance property at sea world (because of the company culture and their value of "putting people first... take care of associates and they will take care of others").This experience also allowed me to use my Spanish within a professional environment. I've also had plenty of volunteer opportunities on campus within events departments where I was able to reach or exceed goals in leadership positions. And during my free time "I love to dance, try new foods because I am such a foodie and learn GERMAN! Ich spreche wenig deutsch!

What do you know about Marriott?

I know that Marriott International owns over 7,000 properties across 131 countries and has over 30 brands (which I absolutely love because I am very opened to relocation). It was founded by J. Willard and Alice Marriott in 1927 and their original principles have remained present in the company culture today. Marriott International values diversity and inclusion as well as sustainability and social impact; their Serve 360 platform is committed to creating positive and sustainable impact wherever they do business. Marriott's core values include: putting people first, pursing excellence, acting with integrity, embracing change and serving the world.

Why do you want to work for Marriott?

I love the company culture and all of Marriott's values. While I was a summer intern at their Marriott property, I noticed what a strong and healthy company culture Marriott has. Marriott truly does always "put people first" Employees were always empowered and this in turn inspires employees to prioritize guest needs. Marriott knows that is they put their people first then they will put guests first. I know what a difference it makes in your life to work in an environment where you feel comfortable and supported. Marriott seems like exactly the kind of company I want to work at. Because of my previous stellar experiences with this company. I felt so supported by my bosses and associates. I also loved the properties that Marriott has all around the world. I love to travel and I am open to relocation.

Why do you want to work within the events department?

I want to work within the events department. I first found my passion and love for events when I was planning my Quinceanera. I had the opportunity to plan and execute this event at a hotel ballroom space for over 200 people. I got to pick everything from the round tables, to the floral center pieces, to the vendors (such as the live musicians, photographer, video-grapher and baker) at the event. After this experience I continued to build on my events experiences. In high school I was on the prom committe and planned a whole "under the sea" theme for the Jr. and Sr. class. In college I joined the LEAD activities committee and was able to lead a team to plan and execute events such as Halloween Spooky Nights, Thanksgiving Potlucks and Winter Wonderlands. I also currently work as a Banquet Server for Tim Webber Events, one of the largest special events companies in FL and I also currently plan events in my resident assistant position for over 50 residents. Planning events is simply my passion and seeing the end result gives me the endless motivation to do the best job I possibly can. I feel like I could contribute the most to a company if I was working with events.

What are your weaknesses? How do you not let defeat you on the job?

In leadership roles One of my weaknesses that I have been working on improving as a leader is delegating tasks to other individuals. Sometimes I want to complete everything myself because then I am ensured that it will be completed properly and in a timely fashion. Working in a team may require several meetings and more time in order to reach a consensus before making a decision, however after working within several team environments throughout my professional and college career, I have come to realize that sometimes it is worth these extra sacrifices. I have learned that each team member is unique and has different skills, background and experiences. Each member can provide their own perspective and creative ideas that I could not have thought of as an individual. As long as I do my part as a leader and provide excellent communication and team motivation, I should be able to empower and trust team members with responsibilities.

What are your strengths?

In my Hospitality Communications class we had the privilege of finding our strengths by taking The Clifton Strengths Finder 2.0 Assessment Test. A few of my strengths were Futuristic, Communication and Woo. - As a futuristic individual, I am inspired by the future and what it could be. When I have been placed in leadership roles in the past, I have used my futuristic strength to energize team members with my visions of the future. Being futuristic has also allowed me to be an excellent self-manager and is the source of my motivation to plan and execute events. - I use my communication skills in order to create interpersonal relationships with other people. I use communication when managing projects, encouraging my team, making everyone feel included and when navigating any conflict. As a voyager I will have to use my communication skills in many settings, especially when placed in a leadership position I will have to effectively communicate with all of them team members to make sure they have a full understanding of their tasks and how to support them. And I also believe that listening is tied along with communication. Truly taking the time and consciously listening to what the other individual is saying is the best way to improve your own communication when responding to the other person. - I embody Woo through my everyday interactions with others. I love the challenge of meeting new people and breaking the ice. I know that Voyagers will constantly be interacting with a wide range of personalities and I absolutely love the idea of creating diverse and unique connections with a wide range of people. While I worked for Marriott I quickly learned how diverse the employees were and I felt like I absolutely thrived within a diverse environment. I am very curious and enjoyed learning more about everyone's backgrounds. - In addition to strengths finders, a few other skills include: excellent customer service and ...

Industry Passion/Guest Service

Community involvement? Volunteerism

LEAD Scholars! Situation- In my first few years of college, I volunteered for LEAD Scholars and was given the event coordinator chair. As an event coordinator chair, I was leading a team of 20 members. marketing, decorations, activities and other aspects of the event. Task- When I accepted the position, I was aware that attendance rates had been decreasing within the past year. About 25% of LEAD scholar students had been attending LEAD events. I made it my goal to create events that encouraged high attendance from students and kept them engaged and present throughout the length of the event. Action- So, I reflected on different strategies on how to reach my goal. My first step was to create co-chairs that would provide creative insight and assist me in completing my goals. I created a chair for marketing, a chair for decorations and a chair for activities. I assigned them each with different tasks. The marketing chair created posters, flyers and online groups that advertised our events across campus. The decorations chair helped me in selecting beautiful decorations that were fitting for the event and remained within the budget. And the activities chair helped me in crafting activities that kept students engaged throughout the event. I oversaw all of this as well as contacted vendors, booked event locations, contacted caterers and worked within a budget. Result- As a result, we threw a Halloween event that not only exceeded previous attendance rates, but more than doubled it. We saw an attendance rate of over 50% of LEAD Scholar students and the majority of them remained throughout the entirety of the event. Reflection: In reflection, if I had to do it all over again, I would have offered volunteer hours to LEAD students to help set up on the day of the event. Not only would this encourage a few more LEAD scholars to attend, but it also would've helped us finish setting up for the event quicker. ***HOWEVER, I believe that my proudest professional accomplishment is yet to come.

Last STARR Q

Marriott's core values

Marriott's core values include: putting people first, pursing excellence, acting with integrity, embracing change and serving the world.

Organizational Management

Other Skills

What kind of relevant experience do you have?

Plenty of leadership experiences where I was empowered and took opportunities to improve systems, manage others and be innovative - Marriott international summer intern - leader on campus as an RA - customer service through Tim Webber events

Problem Solving/Conflict Management STARR Format

Why do you want to work for Marriott luxury brand?

Quality of service and interpersonal connections Training, attention to detail, and best professionals/ leaders Firstly, I want to work for a luxury hotel because they deliver a quality of service that is unparalleled to any other standard hotel. I personally strive to go above and beyond when interacting with guests and providing customer service because I have a passion for creating and establishing very interpersonal connections with others. Secondly, I believe that the luxury hotel brands provide their employees with a level of training that is unparalleled to others. Employees learn how to provide impeccable service through attention to detail. I have a desire to learn from the best professionals in the industry on how to provide superior customer service with guests and how to anticipate guest wishes before the guests know themselves. ----------------------------------------------------------------------------- Examples : whether it be culinary experiences, memorable events or thoughtful gifts and amenities. I want to learn how to provide that genuine care to guests. Examples : Handwritten letter (birthday, graduation, celebration, wedding, etc.) Making a guest reservation Offering guests a clean mask if they forgot one or some hand sanitizer Giving a customized list of recommendations Remember something that a guest mentioned to you and ask them how it went the next time you interact with them- follow up CONSIDERATION and ANTICIPATE GUEST NEEDS. EXAMPLES

Marriott is all about creating exceptional experiences, how have you done this?

Resident Assistant Empower me to plan, promote, and execute my own events Survey of what my residents enjoy- food, community, cooking, good music and meeting new people Thanksgiving potluck/ speed dating!

21. Describe a time you and an employee got in an argument and how it was resolved. SHOWS- INNOVATION, LEADERSHIP AND CATERING TO NEEDS/ CUSTOMER SERVICE

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team (I have never got into an argument with an employee, but I have had disagreements with an employee.) - Situation- In my resident assistant position, my supervisor chose my coworker and I out of out team of 13 RA's to plan and execute a special October event for the building of 600 residents. My coworker and I disagreed about what event to host for the entire building of residents for that month. She said that traditionally the October event has been a game night, however, I felt that there would be higher attendance rates from residents if we hosted a Halloween costume party instead. - Task- So I tasked myself with figuring out a compromise with the other RA so that we would both feel like we were best catering to our residents and maximize attendance rates. - Action- So, I reflected on it, and I thought that sending out a survey to the residents with various event options and having them decide an event most excited them would be the best way to cater to residents needs and maximize attendance. My coworker agreed and thought is was an excellent idea and we sent out the survey that afternoon. - Result- We sent out a survey with different options for an October event. The residents got to choose their favorite and in turn we noticed the attendance rates sky rocketed after sending out the survey and catering to their needs. The attendance went from a 30% of the 600 residents to 65%. We continued this survey method in our future floor and building events. Reflection- In the

38. Tell about a specific time you experienced change and how you handled it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Experiences abroad, culture shock, navigating transportation... adapting

39. Tell about a situation in an environment where you had to adjust or modify your skills and change.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Experiences abroad, culture shock, navigating transportation... adapting

23. Describe a stressful situation in which you had to adjust and cope.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Experiences abroad? - Language barriers. - navigating public transportation - asking for directions Situation- On Task: Asking for directions on the street, finding local grocery stores and pharmacies, navigating public transportation and finding ATMS Action: ask locals, use apps to translate and use apps for transportation. Result: sometimes I made mistakes but I eventually learned Reflection: if I could do it all again I would've done more research before going abroad

36. What does good customer service mean to you? Example of receiving stellar customer service

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Observing small details in order to go above and beyond when catering to your guests Example: Situation- eating with my family at an outdoor Ritz Carlton poolside cafe (Naples). My little sister put her recently broken goggles on the table. The server noticed that the goggles were broken and asked her about it. My sister expressed how she was sad about it. Result: They actually had a new pair of goggles sent up to the room

41. Do you have any other strengths that you would like to share that haven't already been mentioned?

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Other strength- Adaptable--- International setting and willingness to relocate

22. Describe a time where you had to overcome a personal weakness to reach a goal.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team S: Situation: I personally struggle with delegating tasks because I want to complete everything myself because then I am ensured that it will be completed properly. Two years ago, when I was in charge of the decorations for a LEAD event, we ordered about 150 Satin sashes for our semi- formal event. Unfortunately the sashes arrived much later than predicted and only a day before the event. This would not have been a problem if the satin sashes did not arrive covered in wrinkles and unattractive marks from the way it was folded to be shipped out. It did not look presentable enough for the event we had planned. Task: Needed 150 satin sashes ironed and neatly tied onto the chairs in time for our formal which was only a few days away. Action: At that point in time, I preferred to handle things on my own. However, I knew I had no choice because I knew that I would not have time to iron each ribbon myself and tie them on each chair. I also did not like to reach out for help. However, I knew that LEAD scholars needed at least 15 hours of community service as a requirement for the program. So, I spoke with a LEAD director and as he approved this as service hours for LEAD scholars. I then sent out a message to other LEAD scholars inviting them top receive service hours for helping with our event. Result: As a result, we had about 13 people show up to help iron and tie the sashes and we were able to set up on time. Reflection: Reflecting on it all, if I would have done anything differently, it would be to order from a more reliable website with a reliable delivery date. However I do feel like I learned a lot from this experience.

42. Tell me about a time you had to handle an employee complaint

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Ta

18. Tell about a time you were in a team where someone who was not pulling their weight and how you solved it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Catering Sales group project, one team member was hardly responding to text messages and the whole team was upset because they were not doing their work and it was a large project. Task- So, I decided I wanted to find out why this person was acting that way and how I could get the to start engaging and pull their own weight Action- I privately approached the team member in class because I didn't want them to feel attacked if the whole group approached them. I asked them if there was something going on that held them from being able to fully contribute to the group assignment and if they needed any support from us in order to fulfill their part of the assignment. They told me that they were completing some other group projects due that week and were busy with that.. I thanked them for their honesty and asked them if they felt like they could realistically complete their portion of the project on time. They responded that they could, but they just needed this week to complete their other group projects. I encouraged them to be transparent with the other team members that they just needed the week for other priorities in order to avoid conflict and increase understanding. Then I explained that I was worried because it was a big project and a lot to do (talk it out) Result- The situation was resolved when they explained to the other team members that they would simply be beginning their portion a little later but would complete their portion. R: In reflection, in the future I would establish and encourage transparency from the first point of contact. When assigning parts I think it's important to see where everyone is at mentally so that we as team members can always best support each other and avoid misunderstandings.

19. Give an example of a time you had to work with someone you did not share the same views with or did not get along with and how did you deal with it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Disagreed on how to... or had different values... When it comes to different values, I believe that you can't let that get into the way of your work. Task- Action- Result- Reflection- As a leader, I have often been placed into situations where I have had to work with people who had different personalities, come from different values or cultures, I think you should try to understand that person and their points of view as much as possible... try to maintain harmony and disregard small differences We both disag

26. Tell about a time where you went above and beyond to get a task done. STELLAR CUSTOMER SERVICE

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Guest who comes every weekend for brunch came up to hostess stand very stressed out because they needed to eat but fell asleep at the pool and was going to be late to their business meeting at the hotel. They asked how long the food would take to be prepared so that they could take it to their room to eat it as they were going to prepare for the meeting. Task- I needed to figure out a way to get them their food without being late Action- I told her that I would have their food delivered to their room and have the bill placed on their room so they would not have to wait for the food. I also offered to have a taxi called for her so that it coupd be waiting for her when she finished getting ready. Result: The guest was able to take that extra time to shower and get ready for her business meeting instead of waiting 15 minutes for the food and was able to get into the taxi and go straight to the meeting Reflection: in the future, since I noticed she had a sunburn, i would have asked management if there were any ammenities such as aloe vera that we could have had sent up to her room along with the food to help her with that

32. Tell about time you failed and how you overcame it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Last year I interviewed for a marketing position for a club on campus but I did not get the position Task- Figure out why I did not get the position via email and wanted to take the information to improve future job application or interviewing processes (because I did not have enough experience) Action- I responded to their email by thanked them for their time and for the opportunity and I asked them for their input. Result- I found out that I had lacked the appropriate experience that they required in Marketing- I had not taken any formal marketing classes and they were looking for someone who had taken some marketing courses.. Knowing that information helped me to overcome my failure as well as inspired me to expand my marketing knowledge by taking marketing classes. Reflection: In the future, I would...

34. Tell me about a specific time where a guest came up to you upset; what did you do to fix the situation?

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Move-in situation with upset mom who was moving in her daughter who is a freshman and found that there was no space for her daughter to put her food or belongings in the shared area. The mother was demanding to have the contact information of the resident, although I couldn't give it to her I offered various solutions, heard her out, etc. Task- To get the mother to calm down and to fix the situation to the best of my ability Action- I heard her out, used non verbal body language to appease them, listened to each word to understand did not interrupt. Once she finished, I responded with empathy and apologized for the situation and explained that if I was in her shoes I'd be upset too. After all, this was her daughter's first day on campus and her first impression of where and with who she would be living with for the rest of the year. I also explained that unfortunately I couldn't give her her daughter's roommates contact information, but I could contact them myself and follow up with the mother. Action part 2- I personally got in touch with the resident in that shared space and explained the situation. The resident then in turn moved their belongings before the end of the day and the family was able to move in. Result- The family was able to move in he rest of their belongings the next day Reflection- In the future, I would...

37. Name a situation where you had to deal with a difficult customer and how did you handle it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Move-in situation with upset mom who was moving in her daughter who is a freshman and found that there was no space for her daughter to put her food or belongings in the shared area. The mother was demanding to have the contact information of the resident, although I couldn't give it to her I offered various solutions, heard her out, etc. Task- To get the mother to calm down and to fix the situation to the best of my ability Action- I heard her out, used non verbal body language to appease them, listened to each word to understand did not interrupt. Once she finished, I responded with empathy and apologized for the situation and explained that if I was in her shoes I'd be upset too. After all, this was her daughter's first day on campus and her first impression of where and with who she would be living with for the rest of the year. I also explained that unfortunately I couldn't give her her daughter's roommates contact information, but I could contact them myself and follow up with the mother. Action part 2- I personally got in touch with the resident in that shared space and explained the situation. The resident then in turn moved their belongings before the end of the day and the family was able to move in. Result- The family was able to move in he rest of their belongings the next day Reflection- In the future, I would...

27. Give an example of a time you took initiative and took the lead.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Sure, i'll give you an example of when I was employed as a team leader for Knights Hospitality. This past football season we actually installed several new exclusive areas into the stadium. Which is a great advancement for UCF football, but it could also be frustrating for certain guests because this limited the amount of gates in which they could enter. One particular game, we had a very upset guest come in who was upset and yelled at one of my team members because he had been to three wrong entrances before he found the correct one. Unfortunately for this team member, she did not have much experience with handling upset guests and I could tell she was extremely uncomfortable and taking it personally. Task-I wanted to give my team member a chance to get a breather away from this guest, but I also wanted to calm the guest down Action- so I stepped in for her, I remained calm, listened to the gentleman and allowed him to express all of his frustration and sympathized with him. I then apologized for this situation and calmly explained the new modifications by showing him a map of the stadium with all of the new installations. I also gave him tips on the best places to park in order to have the shortest walk over to the stadium. Result:And although he did not leave with a beaming smile, he definitely felt heard and like we cared and like he was heard. Reflection: In reflection, I would give my team members more training on how not to take what the guests say personally. or example about leading knights hospitality team members

17. Tell me about a specific time you worked as a team. Working through a problem as a team

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- Tim Webber Events set up team for Winter Wonderland event at the local Advent Health Task- Our team was tasked with setting up for an event in which was supposed to commence 30 minutes before the initial start time. Since our team leaders were very busy handling their own aspects of the event, we had to figure out on our own how we could efficiently finish setting up before the new commencement time. Action- In order to resolve this, each team member took action by identifying one thing that needed to be done before commencement. Whether it was setting table cloth, center pieces, directing the vendors, putting up tables, or setting up the bar we each took responsibility of one item. Once our area of set up was complete, we would consolidate to see what else needed to be done or helped out another team member. Result- The result was that we all set up the event on time Reflection- Reflecting on it all, I would have...

28. Tell an example of a time you had to set a goal and how you went about achieving it.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- When I first began working at housing, my coworkers told me that their attendance rates for residential events was around 20% Task- Set myself a goal to increase residential attendance for our biweekly events. Action- Began marketing, advertised with free pizza and started a raffle at each event. The student who won would win a prize each week. One time we even raffled brand new air pods. Make the residents feel good! Result- My biweekly meeting attendance skyrocketed. Reflection- If I were to do it again, I would ask for participation from other RA's and have residents interact with them as well so they know we are all very approachable

33. Give an example of a time you had to make a quick decision and the outcome.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- one time I had to make a quick decision when I was coming back home one night and I noticed one of my residents was outside sitting on the concrete holding his hand over the side of head. I approached him and asked him if he was okay. He was slurring his words but said that he had hit his head very hard. I then noticed there was blood where he had his hand; He was obviously not okay and the wound looked big. Task- I knew had to get him help immediatley Action- So, I called 911 and was able to get him help Result- He was able to get the proper treatment and I checked up on him for the next few days to see if he needed my help with anything such as getting medicine

30. Give an example of a time you had a lot to do and how you prioritized your tasks.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation-In one week I had a Midterm exams, meetings with 3 different group projects, work for my Resident Assistant job due at the end of the week. I felt very overwhelmed. Task- My goal was to figure out how to accomplish all of those items to the best of my ability by the deadline. Action- I Prioritized and organize my life by creating a list and numbering items by importance and by the due date. I tackled each item one by one. If one particular item had an earlier due date or if I knew it would take a longer time to accomplish, I worked on that first. I studied for midterms for a few hours each day of the week, did two tasks for my resident assistant job each day and spread out my group meetings throughout the week Result- I was able to accomplish all of my goals on time and to the best of my ability (using time management skills) Resolved- The

20. Describe a situation where you disagreed with a manager and how it was resolved

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation: In my RA position, I disagreed with my manager on a reasonable deadline for our second planned event for the semester. She gave us 10 days to plan and execute an event for residents, however, it was also midterms week. I did not believe I had enough time to plan out the details and logistics of an event with high attendance while also studying enough for mid terms. I also heard from different coworkers that they felt ver overwhelmed as well and were worried about their academics. Task: come to a compromise for a reasonable due date with the manager that all RA's felt they could reach Action: I approached my manager during her office hours and had that conversation. I informed her that I and other RA's felt overwhelmed by our next due date because of the overlap with midterms week. I asked for an extension of 10 days for this due date. She thanked me for coming in to speak with her and we negotiated an extension of 7 more days for the team. Result: As a result, the RA's had more time to study for exams and also had enough time to plan an execute successful events for their residents. Reflection: Reflecting on this, if I had to do it again, I would

29. Describe a time where you anticipated problems and developed preemptive measures.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation: In my RA position, I disagreed with my manager on a reasonable deadline for our second planned event for the semester. She gave us 10 days to plan and execute an event for residents, however, it was also midterms week. I did not believe I had enough time to plan out the details and logistics of an event with high attendance while also studying enough for mid terms. I also heard from different coworkers that they felt ver overwhelmed as well and were worried about their academics. Task: come to a compromise for a reasonable due date with the manager that all RA's felt they could reach Action: I approached my manager during her office hours and had that conversation. I informed her that I and other RA's felt overwhelmed by our next due date because of the overlap with midterms week. I asked for an extension of 10 days for this due date. She thanked me for coming in to speak with her and we negotiated an extension of 7 more days for the team. Result: As a result, the RA's had more time to study for exams and also had enough time to plan an execute successful events for their residents. Reflection: Reflecting on this, if I had to do it again, I would

31. Tell about a time you were unable to meet a deadline/complete a task. What did you do?

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation: In my RA position, I disagreed with my manager on a reasonable deadline for our second planned event for the semester. She gave us 10 days to plan and execute an event for residents, however, it was also midterms week. I did not believe I had enough time to plan out the details and logistics of an event with high attendance while also studying enough for mid terms. I also heard from different coworkers that they felt ver overwhelmed as well and were worried about their academics. Task: come to a compromise for a reasonable due date with the manager that all RA's felt they could reach Action: I approached my manager during her office hours and had that conversation. I informed her that I and other RA's felt overwhelmed by our next due date because of the overlap with midterms week. I asked for an extension of 10 days for this due date. She thanked me for coming in to speak with her and we negotiated an extension of 7 more days for the team. Result: As a result, the RA's had more time to study for exams and also had enough time to plan an execute successful events for their residents. Reflection: Reflecting on this, if I had to do it again, I would

24. Describe a time where you had to adjust to a situation or policy in which you did not agree.

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation: In my Resident Assistant job at UCF, we work in the office once a week providing customer service to residents from 5:00 PM until midnight. Once it is midnight, other staff members called "RHAPS" come inn to work from midnight until 8am. Recently, a lot of RHAPS had been calling out, so housing made a new policy that if RHAPS did not show up for their work, Resident Assistant would have to remain on call throughout their shift and address every resident issue. Task: Although I really did not like this policy because I am also a student who also works another job, I knew this was a policy I could not change. Therefore, I had to figure out how to make RHAP attendance rate better. Action: Although I had no control over this new housing policy, I did as much as I can to encourage RHAPS to show up for their shifts. made RHAP's feel more welcomed and expressed my gratitude every time they showed up for work. I built interpersonal connections and told them how important their job is. Result: Less RHAPS called out of work that semester and RA's were able to get enough sleep to be successful. Reflection: would have made RHAPS feel more valuable from the get-go

Tell me about a time you managed other peoples talent/ trained them/ were a leader?

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- In 2018 I worked for Knights Hospitality at UCF, I started off as a team member and was stationed at the "black and gold cabana". Within a few weeks I was promoted to the team leader of the "black and gold cabana" Task: This meant that I was tasked with training, mentoring and leading a multicultural staff of new team members. However, I noticed that there was a high turnover rate and most people would only work a few games before quitting. I made it my goal as a team leader to retain as many team members as possible, so that they would come back to work every game. Action- I reflected on this goal in order and thought to myself, what are some of the main motivators that have kept me showing up to work every week and how can i put myself in their shoes and motivate them to come to work each week? I believed that feeling valued by my leaders and counterparts as well as feeling confident I my own work did that. So, iI wanted to give my team members that same feeling. - I created an interpersonal connection with each one of them. - I learned about each one of their stories and created a level of trust so that they always felt comfortable talking to me. - I learned about their skills and placed them in the roles that I felt best fit them. - I trained them on the work policies and methods and gave them all of my insight on how I have handled high stress situations with customers. - When I noticed they were doing an excellent job or improving, I would praise them and recognize their efforts. - I learned that many of them. were leaving because they didnt know how to manage upset customers Result- As a result, each team member felt valued and as a part of a family. Throughout my time as a team leader, I retained every employee throughout the entire football season and

25. Give a specific example of a time you were a leader. INTERPERSONAL CONNECTION, MENTOR, TRAINING, RETENTION

S- Situation - Where did this happen? In what department. Describe the specifics of the situation T-Task - What must you accomplish? A-Action- What did you do? Be specific R- How was the situation resolved R- Reflection - What would I do in the future. What will I teach my team Situation- In 2018 I worked for Knights Hospitality at UCF, I started off as a team member and was stationed at the "black and gold cabana". Within a few weeks I was promoted to the team leader of the "black and gold cabana" Task: This meant that I was tasked with training, mentoring and leading a multicultural staff of new team members. However, I noticed that there was a high turnover rate, so my goal was to retain as many team members as possible, so that they would come back to work every game. Action- I reflected on this goal in order and thought to myself, what are some of the main motivators that have kept me showing up to work every week? I believed that feeling valued by my leaders and counterparts as well as feeling confident I my own work did that. So, iI wanted to give my team members that same feeling. - I created an interpersonal connection with each one of them. - I learned about each one of their stories and created a level of trust so that they always felt comfortable talking to me. - I learned about their skills and placed them in the roles that I felt best fit them. - I trained them on the work policies and methods and gave them all of my insight on how I have handled high stress situations with customers. - When I noticed they were doing an excellent job or improving, I would praise them and recognize their efforts. Result- As a result, each team member felt valued and as a part of a family. Throughout my time as a team leader, I retained every employee throughout the entire football season and

STAR Method Qs

What is your leadership style? examples?

Servant leaders live by a people-first mindset and believe that when team members feel personally and professionally fulfilled, they're more effective and more likely to produce great work regularly. Because of their emphasis on employee satisfaction and collaboration, they tend to achieve higher levels of respect. ex. hearing residents needs of a floor potluck and speed dating and creating an unforgettable experience for them. Not only did this create a better sense of community, but they were also more inspired to engage in more curricular based activities after this experience. A servant leader is an excellent leadership style for organizations of any industry and size but is especially prevalent within nonprofits. These types of leaders are exceptionally skilled in building employee morale and helping people re-engage with their work. Democratic leadership style is where the more focus of power is with the group as a whole. This style involves greater interaction within the group before taking any decision. Manger is more part of a team and leadership functions are shared among group members. J.W. Marriott follows Democratic leadership style. His core values and culture is concerned with Marriott's people. He believes that people are the main asset of any successful company. He states, "Treat your employees the way you would like to be treated- provide them every avenue to success. Get their confidence and respect. Have them like and be interested in their job." Marriott international have "Guarantee OF fair Treatment" policy, which is concerned with employees and their problems. This policy makes sure that their problems are heard and a solution is provided. (Marriott.co.uk, 2015) In the above video Marriott's core values are described. They believe that people are the most important asset of any organization. They embrace and adapt changes with an act of integrity. They believe in treating their employees equally, involve them in decision making. Marriott managers discuss with group members before taking any decision, or forming new procedures and policies. (Marriott News, 2015) Democratic leadership style is best suited for mangers, as it has both high concerns for people as well as for tasks. It focuses on getting the work done based on the concern of its group members. o run any organization successfully democratic leadership style is most appropriate style any manager can adapt. Organization involves decision-making, assigning, managing and performing tasks, which positively comes under democratic leadership style. According to managerial grid model this style is highly concerned with people and tasks both, which is the most effective approach and it definitely ensures success for an organization.

Tell me about a time you had to deal with stress (Ex. every day lmao- Housekeeping- many check ins at once- ) (