Can you discuss a time when you implemented a new policy or procedure that improved operations?

Your Answer

How To Answer This Question?

When answering this question, focus on a specific example where you identified a problem or an area for improvement and took the initiative to implement a new policy or procedure. Describe the situation, the steps you took to develop and implement the policy, and the positive impact it had on operations. Use the STAR (Situation, Task, Action, Result) method to structure your response:

• Situation: Describe the context or challenge you faced.
• Task: Explain your responsibility or role in addressing the issue.
• Action: Detail the steps you took to implement the new policy or procedure.
• Result: Share the outcomes and how it improved operations.

For example:

"At my previous resort, we faced frequent guest complaints about the check-in process being too slow. As the Resort Manager, I conducted a thorough review of the process and identified bottlenecks. I then developed a new streamlined check-in procedure, including additional staff training and the implementation of a digital check-in system. As a result, guest satisfaction scores improved by 20%, and the average check-in time was reduced by 50%."