A guest checks out and disputes a charge on their bill. How do you handle it?

What the interviewer is looking for

• This question tests payment handling and accuracy. Explains pre-authorizations, deposits, balancing a cash drawer, correcting charges, and following night audit or end-of-shift steps.
• Strong answers: Staying calm, reviewing the charge and records, correcting clear errors, involving a manager for larger adjustments, and documenting it.
• Likely follow-up: How do you avoid charge mistakes in the first place?

Another way it may be asked: At checkout someone says they never ordered room service but it is on the bill. What do you do?

A structure to follow: Answer, explain, example, limits

1. Step 1

   Answer

   Give your direct answer in the first sentence so the interviewer knows where you are going.

2. Step 2

   Explain

   Say how it works or why you would do it that way, in plain words before jargon.

3. Step 3

   Example

   Anchor it in something you have actually done or seen, with the detail that shows hands-on experience.

4. Step 4

   Limits

   Say when your approach would not be the right one. It shows judgement.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Reciting a definition without showing you have applied it.
• Using terms you cannot explain if asked a level deeper.
• Claiming experience beyond what you can discuss in detail.

How to practise it

Say the answer in 90 seconds, then answer the follow-up as if it were a new question.

Related questions

• At the end of your shift, your cash drawer and payments do not balance. Walk me through how you would track it down.
• A guest walks up to the desk after a long flight. Walk me through how you would check them in.
• Someone calls the front desk and asks which room their friend is staying in. How do you respond?
• A guest asks for a good place to eat nearby. How would you help them?
• How do you make sure housekeeping and the next shift know about special guest requests?

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