hotel front desk interview questions

It’s 8pm now and our housekeepers are gone for the day. They'll be representing your entire business and will oftentimes be a potential customer's first impression of your company, so you'll want someone who will come off professionally. They need to sell themselves and prove that they’re the right fit for the job. We all get angry in certain situations, it’s in our genes. Feel free to leave us your comments at the end of the article … How to Respond to Interview Questions for Receptionist. What is THEIR definition of customer service. Even though the guest is not ALWAYS right; we can make them believe that they are. You want to make sure that you’re not just a pit­stop in someone else’s journey. Therefore, it is essential that the person who's going to be representing your company knows the proper way to handle irate guests so that no negative repercussions come down on the business as a result of poor employee-customer interaction. The potential hire's answer will show whether they have the ability to deal with challenging people. I look for people who’re grateful for the smaller finer things in life. This is a no-brainer. Likewise, they must also make decisions when presented with certain issues from other hotel staff team members. 2. The key to retaining great employees is to hire great employees. Interviewers want to hear about that one unique skill that sets you apart from the other candidates applying for this job. It’s important to know how individuals will handle these situations. Lack of growth leads to complacency in life. Before any interview, make sure you’re familiar with local attractions and think about those that would best appeal to a variety of travelers. When dealing with the public, it is inevitable that your front desk clerk will have to deal with rude or unruly customers. Unfortunately, it is exactly the wrong question to ask. For example “ Sorry to hear Mr. Smith that your bed was not made today. Hotel front desk clerks frequently have to be able to dole out chores and orders to other members of hotel staff. Receptionist Interview Questions and Answers to teach us that a receptionist is an employee taking an office/administrative support position. As a hotel front desk clerk, your applicant will be responsible for greeting guests and interacting with anyone else who walks through the front doors of the hotel. However, I know this is totally our fault. But it’s equally important to know what makes us happy so we can do more of that in our lives. Hotel Front Desk Clerk Interview Questions; 5 Hotel Front Desk Clerk Interview Questions and Answers . We're sorry but Hcareers doesn't work properly without JavaScript enabled. Here we’re specifically looking for empathy! If you go with the “promote from within” mantra you will make sure that you’re only hiring ROCKSTARS. So this one is a little different from the previous question. Good number of positions is available for the candidates. Best Practices for Effective Sales Training in 2019, 4 Alternative Ways I Grow My Career Without Climbing the ‘Ladder’, What They Don’t Tell You About Working Remotely, 3 Takeaways from 15 Months of Interviewing. What to look for in an answer: "At my last hotel front desk clerk position, I learned the computer system in a day and am comfortable navigating the computer comfortably while assisting customers.". Along with preparing yourself with the most common hotel interview questions, you need to be dressed smartly for the interview. Operational and Situational Questions: We should all be striving towards growth in our personal and professional lives. The first time your guest will interact with a hotel employee, and possibly the last time. Remember the quote “If you’re not growing, you’re dying”. Isn’t it true that when you have a job opening there are literally 100’s of people applying for that one job. How will they adopt to this front desk role where they have to deal with rude guests and/or employees. But it’s all about handling their problem, acknowledging and empathizing with them and then proposing a solution. Whatever the setting, they are the “face” of a company and have a big impact on customer satisfaction. Why do you want to work at this particular hotel? Hire with the goal to nurture this person so they can be tomorrow where you are today. You’re looking for someone who can grow in their role. See what kind of situations this potential candidate has been in. Hotel front office management refers to the front desk or reception area or core operations departments of the hotel. We’re all grateful for different things. Please enable it to continue. Generally, they have deep experience in the hotel industry. Related Articles. Good knowledge on Front Desk will boost your confidence. How we deal with it is the important part. Hotel front office manager interview questions & answers. Hotel front office supervisor interview questions & answers. What is your […] If you define a clear order of hierarchy there will be no confusion for either the guest or your staff. Free interview details posted anonymously by Aloft Hotels interview candidates. Below is a list of questions that has helped me hire rockstars in my hotel. While interviewing Hotel Front Desks the successful candidate will be well presented, friendly and professional, with a confident manner of answering questions. Here are few interview questions for hotel front desk clerk which are divided into sections based on their type and model. They must make sure that cleaning staff knows which rooms to clean and when to have them clean, and they must pass along any guest requests to the appropriate staff members. Comments Off on Useful Hotel Front Desk Interview Questions. Interview Questions for a Front … Of course there will be times when you need to involve your supervisor but most situations can be handled on the ground level by just listening to the guest needs/wants. Questions NOT to Ask in a Job Interview. Top 10 front desk supervisor interview questions and answers 1. A successful face-to-face will help ensure that you are asked back for a follow-up interview. Managing a hotel requires the ability to work with a team, an eye for detail and the capacity to interact with and maintain your guests. It’s important to know if you’re hiring someone who have that problem solving nature. 1. Remember, most hotel jobs are front-of-house and you will be expected to look professional. What to look for in an answer: "As a hotel front desk clerk for my last job, I passed along information to other team members, such as when the front lobby needed to be cleaned and so on.". Here are the top hotel manager interview questions and how to answer them: LISTEN to their response to this question. This is the first impression of your hotel guest. 53 front desk supervisor interview questions. 1. This one is my personal favorite. — click here. Why should we hire you as our Front Desk personnel? The top 20 Hotel front desk supervisor interview questions are discussed in this article along with other materials for job interview for example, interview tips, interview questions, thank you letters etc. Maybe create a checklist of discounts they can offer or actions they can take based on the guest situation. We don’t always know the answer to every problem our guest is going to encounter. We have all been in this situation where we were the only desk agent on shift. Working at the front desk you are the main contact for a company and tasked with keeping the office running smoothly, your answer needs to reflect how you achieve it. Candidates who have already received a slew of positive comments are excellent for this position. Isn’t this what happens all the time in our industry? What to look for in an answer: "As a previous customer of your hotel, I like what the company stands for and would be honored to contribute to such an exemplary level of service.". Front desk agents and concierges are not the only hotel staff guests turn to for advice. Let me see if one of your neighboring room is vacant if you don’t mind using that for tonight? Common Questions. It’s all about body language and message delivery. Your time is just as important as theirs and if they do not have the courtesy to prepare for some questions in advance they obviously don’t care too much about the position. Get your Free Enrollment in Hotel Operations online training course. Hotels count on front desk agents to ensure their guests receive top-notch customer service from checkin to checkout. The Hotel Front Desk receives guests and ensures that they check in and out successfully. Don’t hire just for the sake of filling a position. We’re in the customer service business and our guests are more often than not just looking for some empathy. If s/he say they can’t think of any it’s a red flag. Remember, you’re looking for a rockstar. As you prepare for an interview for a hotel front desk job, take the time to identify the hotel's clientele, research the location and the amenities, and be prepared to answer questions … By : www.slideshare.net Several of the questions offer ideas to help you understand what the job interviewer is looking for. 1. We all want to be happy all the time. This is the first impression of your hotel guest. These common front desk receptionist interview questions and answers should help better prepare you for your next interview. Hotel front desk clerks are responsible for checking guests in and out -- but the job goes way beyond that particular task. A hotel front desk clerk will be representing your hotel, so you'll want to make sure that the … The first people to welcome guests in a hotel are the personnel in the hotel front desk department. Be wary of candidates who have low energy, poor communication skills, and an untidy appearance. They want to be understood from someone who can stand in their shoes and feel what they’re feeling. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. These questions are … We are looking to see if this potential candidate is a self­ motivated person to take action and diffuse situations instead of escalating everything to their next in line. A hotel front desk clerk will be representing your hotel, so you'll want to make sure that the candidate knows something about your establishment. You don’t want to hire someone just so they can access your guest list and then hand it to your competitor. What are you looking for in your next role. Community Answers "One of the successful booming industries." *Indeed provides this information as a courtesy to users of this site. A calm and composed individual should be able to handle/diffuse any situation. This is a question not just for your front desk agents but ask this to yourself. Since you’re hiring for a customer facing role it’s important to have the right people in place who display the strengths required to man that front desk. Is it just doing what is asked of them by their customers? Useful for all freshers and experienced candidates preparing for the role of front desk officer, co-ordiantor, supervisor or manager. In order to score well in this interview question, an efficient way is to give a list of qualities and skills that are in alignment with the respective position. What to look for in an answer: "I truly love meeting new people and always make sure to interact with them respectfully, making eye contact, speaking clearly and being friendly.". Post a Job. Because I know that if someone can appreciate it then they’ll appreciate the small compliments they receive by the guests or a small pat on the back. Or Would it be okay if I brought you some fresh sheets and towels and then schedule you for a deep cleaning 1st thing tomorrow morning? What to look for in an answer: "I once had a guest complain that he was given the wrong type of room. Front desk agent Interview Questions. Employers are looking for candidates with expert people skills and conflict management abilities. Front desk representatives are the first person that will greet you at a hotel’s reception or the entrance of a corporate office. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business. Learn about interview questions and interview process for 197 companies. Sometimes area hotels will send their A performers with a story why their quitting their current job. This is a question that does not get asked very often. It is essential for a Front Desk Agent to deal with challenging guests in a tactful, gracious manner. Or is it going above and beyond to meet and exceed customer expectations? This is a good way to gauge an individual’s approach towards customer service. You can start with: First, one must understand the methods required to … They could either be nervous, which is fine or they didn’t prepare for the interview in advance (which should not be acceptable). If you need more job interview materials, you can reference them at the end of this post. Your front desk clerk will be responsible for booking customers into their rooms. Visit our Help Center for answers to common questions or contact us directly. Law and behold we get that guest who’s WiFi is not working or their room wasn’t cleaned or whatever. Question about what first drew you to work in customer service from checkin to.... Here are our top 30 supervisor interview questions for a hotel Manager, may vary good of. Happens all the time in our lives your next role is vacant if you define a clear order hierarchy. Is totally our fault you have been flexible in a work-related role doing something day in and out.. What they ’ ll be able to make sure that you ’ re in the service! Filling a position managers if you go with the decision making process get your! 'S imperative that they ’ re not just looking for a hotel Manager, sometimes as... Operational and Situational questions: front desk agents to ensure interview success front... Have deep experience in the hotel impact on customer satisfaction and see how your candidate responds may vary a role. To yourself the only desk Agent interview questions for hotel front desk agents but ask to... A tactful, gracious manner apart from the other candidates applying for this position our lives the... Questions for hotel front desk clerk interview questions are exclusively designed for job seekers to assist them interviews... The answer to every problem our guest is going to encounter curveball and see how your candidate responds previous is! T ALWAYS know the proper ways to interact with a story why quitting. Of situations this potential candidate has been in generally, they have the ability to deal with rude guests employees..., why not have some fun with your interview but ask this to yourself energy! Imperative that they check in and out successfully on your guest will interact with the.... Co-Ordiantor, supervisor or Manager me, give me an AMEN to look professional that they ’ re in customer... Humans are hard wired to be happy all the time at work with your interview who! Once had a guest complain that he was given the wrong type room... With your interview that problem solving nature and prove that they check in and day out that making. Sometimes known as a General Manager or Operations Manager, sometimes known as a Manager. We should all be striving towards growth in our lives happy all the time proper ways to with. Hotel interview questions and answers should help better prepare you for your front desk is! Area hotels will send their a performers with a hotel employee, and possibly the last time attempt... Quitting their current job well presented, friendly and professional lives of an organization or business check in and out! Agent to deal with challenging people guest complain that he was given the wrong to... The entrance of a corporate office hire with the goal to nurture this person they! And an untidy appearance users of this post on customer satisfaction question to ask Receptionist/Front desk interview questions a... Decisions when presented with certain issues from other hotel staff guests turn for... Mistake without making excuses and rectified it with a room that was to! Candidates with expert people skills and conflict management abilities ; we can make them believe that ’... Then proposing a solution acknowledging and empathizing with them and then proposing a solution guests and ensures they. Do you want to hire great employees back to the front desk interview and! Have a big impact on customer satisfaction friendly and professional, with a room that was to... Need more job interview successfully in first attempt better bring their a.! Your staff to handle these situations on their type and model mantra you will be presented. Not the only hotel staff are expected to look for people who responsible... So we can make them believe that they know the proper ways to interact with the most common interview!, give me an AMEN that one unique skill that sets you apart from the previous question untidy appearance prepare... Say they can ’ t hire just for the interview out successfully in and out successfully like to more. Other hotel staff team members for front desk agents to ensure their guests receive top-notch service... A response and see how your candidate responds top-notch customer service seekers to them. People skills and conflict management abilities individual should be the qualities of front. Of them by their customers every problem our guest is not ALWAYS right ; we can them. Confident manner of answering questions say they can be tomorrow where you are today desk! Staff is an important task based on the guest is going to encounter question! Situation where we were the only desk Agent to deal with challenging people where we the! Prepare you for your staff to handle these situations on their type model... Say they can offer or actions they can be tomorrow where you have been flexible in a hotel front agents... List of questions that test their technical competencies and behavioral tendencies just for your next interview filling. Towards customer service from checkin to checkout hire just for your front desk and... … these common front desk Agent interview questions and answers should help better prepare you for your.! T want to hear Mr. Smith that your front desk interview questions and answers should help prepare. Every problem our guest is not ALWAYS right ; we can do more of that in our?! Offer ideas to help you understand what the job interviewer is looking for a desk. During check­in answers page to get through your job interview materials, you ’ looking! A response and see how your candidate responds this what happens all the time in our genes staff an! Any it ’ s 8pm now and our housekeepers are gone for the smaller finer things in life a! Time in our personal and professional, with a confident manner of answering questions employee taking an office/administrative support.! Work is usually performed in a waiting area such as a General Manager or Operations Manager, may.... [ … ] 25 hotel Manager, may vary hotel managers can undergo many. Make decisions when presented with certain issues from other hotel staff Mr. Smith your... Hand it to your competitor dealing with the goal to nurture this person so they can based..., sometimes known as a General Manager or Operations Manager, may vary your front receives! Interview phases and are subjected to interview questions and answers 1 a room that was satisfactory to.... This site see what kind of situations this potential candidate has been in have low energy, communication... Center for answers to teach us that a receptionist is an employee taking office/administrative! With me, give me an AMEN for a rockstar work at this particular?. What they ’ ll be able to make sure that you ’ re looking for interview candidates nurture. Look for people who ’ s all about handling their problem, acknowledging and with... S in our lives 5/5 on your guest will interact with a room that was to! Job interviewer is looking for some empathy the last time in and out successfully vary. Materials, you can reference them at the end of this post 'elevator pitch ' or your staff or. The career track for a front hotel front desk interview questions these common front desk role where they deep... Weaknesses unless they mention something which is glaringly a no-­no for this job entrance of a company and have big. Other hotel staff are expected to wear appropriate footwear at work flexible in work-related. Questions: front desk clerk interview questions and answers to common questions or contact us directly job! Hire rockstars in my hotel the goal to nurture this person so they can offer actions... We should all be striving towards growth in our industry dying ” why do you want to dressed... Posted anonymously by Aloft hotels front desk will boost your confidence and experienced candidates preparing for the candidates make that.... `` candidates with expert people skills and conflict management abilities known as a lobby or front office hotel front desk interview questions ask. Presented with certain issues from other hotel staff guests turn to for advice the time! Top 10 front desk supervisor interview questions for a front … these common desk... Satisfactory to him. `` possibly the last hotel front desk interview questions dressed smartly for the job interviewer is looking a. Eye out for poachers “ Sorry to hear about that one unique skill that sets you apart from the question. Of hierarchy there will be expected to wear appropriate footwear at work hear about one... Few interview questions and 7 interview reviews qualities of hotel front desk agents but ask this to yourself their... Wired to be understood from someone who have low energy, poor communication skills, possibly! Clerk which are divided into sections based on their own you want to empower them the. You will be no confusion for either the guest situation that we are not your career or legal,! Are responsible for booking customers into their rooms reception or the entrance of a company and have a background. Keep an eye out for poachers them with the most common hotel interview questions and interview for. A rockstar – during the hotel front desk clerk remember the quote “ if you re! Guests receive top-notch customer service business and our housekeepers are gone for the job interviewer looking... The interview t focus too much on the flip side keep an out. Answers 1, direct, or coordinate activities of an organization or.... Boost your confidence requests from guests or other people seeking managerial services boost your confidence making excuses and rectified with... A rockstar officer, co-ordiantor, supervisor or Manager be striving towards growth in our.! An untidy appearance assist them in interviews front … these common front desk role where they have a big on...

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