When answering this question, focus on a specific instance where you exceeded a guest's expectations. Start by briefly describing the situation and the guest's needs. Then, explain the actions you took to go above and beyond, highlighting any creative solutions or extra steps you implemented. Conclude with the positive outcome and any feedback you received from the guest or your supervisor. For example:
"A guest once mentioned they were celebrating their anniversary and wanted to make it special. I took the initiative to arrange a surprise room upgrade, coordinated with the hotel restaurant to prepare a special dessert, and left a handwritten note with a bouquet of flowers in their room. The guests were thrilled and left a glowing review mentioning my name specifically."
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