Question Overview: This question is a good way to gauge how ambitious a candidate is. It also gives you a chance to see if they have any plans for the future that may conflict with their duties at the front desk.
Sample Answer: I'd like to be promoted to a supervisor position within the next few years. I think my experience as a front desk agent would make me a great candidate for the job.
Question Overview: This is a classic interview question that's asked of everyone. The best way to answer this question is to focus on your strengths and try to avoid bringing up any weaknesses.
Sample Answer: I'm a very hard worker and I'm always looking for ways to improve my job performance. My biggest weakness is that I'm not the most punctual person, but I always make sure to get the job done.
Question Overview: This question is designed to see how honest a candidate is in their interview. A good answer will be something that the candidate is actively working to improve upon, such as a lack of attention to detail or a tendency to be too friendly with guests.
Sample Answer: I'm not the best at remembering names. I'm working on it though and I've been trying to keep a list of names of people I meet to help me remember them later.
Question Overview: A front desk agent will often be the first person a guest sees when they enter the building. This means they will need to be able to handle angry guests and respond to them in a calm and professional manner.
Sample Answer: When dealing with an angry guest, I always want to use a friendly but neutral tone of voice. I'd try to solve whatever problems they were having to the best of my ability and validate their concerns, asking if there's anything else I'd be able to do after the issue is resolved to hopefully leave a good impression. If they had any complaints or advice on how to improve in the future, I would make a note of them and pass them along to whom it may concern.
Question Overview: This question is meant to gauge how willing a candidate is to go the extra mile for a customer. A good answer should show that they are willing to go above and beyond the call of duty to ensure the customer's satisfaction.
Sample Answer: I once had a guest who was staying at the hotel for a week on business. He had a lot of work to do and needed a quiet place to work. I offered him the use of one of our conference rooms for the duration of his stay so he could have some privacy.
Question Overview: Planet Fitness is a popular gym chain that has a location near the hotel. Asking for knowledge of the gym chain will give you an idea of the candidate's interests and how well they know the area.
Sample Answer: I've been a member at Planet Fitness for about a year now. I like it because it's close to my house and they have a good selection of equipment. I also like that they have a lot of classes and personal trainers to help you get started if you're new to working out.
Question Overview: Front desk agents will often have to deal with problems that arise at the hotel. Asking a candidate how they would handle a specific problem is a good way to gauge their problem solving skills and their ability to think on their feet.
Sample Answer: If a guest was having trouble with their room key, I would first try to determine if the issue was with the key itself or the lock. If it was the lock, I would try to find a way to get the guest into their room as quickly as possible. If it was the key, I would ask for a picture ID and call up the guest's room to see if they could come down and let them in.
Question Overview: This is a classic interview question that's been asked for decades. The answer to this question will give you an idea of how a candidate handles responsibility and leadership.
Sample Answer: I was in charge of my high school's student council for two years. I was able to organize events and activities for the student body and make sure they were all executed well.
Question Overview: This question is designed to see how a candidate would handle a difficult situation at the front desk. This can range from a guest being upset to a coworker having a bad day. The ideal candidate will be able to keep their cool and use their communication skills to diffuse the situation.
Sample Answer: A few weeks ago, I had to deal with an upset guest who was trying to check in but couldn't find his reservation. After checking the computer, I discovered that someone had accidentally cancelled his reservation without notifying him. I apologized for the mistake and offered him a free upgrade to a suite for his troubles.
Question Overview: Front desk agents will often have to deal with unhappy guests, whether it's due to a problem with their room or a complaint about the hotel. A good answer will show you how they handled the situation and what they did to make the guest happy.
Sample Answer: A guest came up to the front desk complaining about the size of their room. I apologized for the inconvenience and offered to see if we had any other rooms available. After checking, we found a larger room available and offered it to them at no extra charge.
Question Overview: This question will give you a good idea of what the candidate thinks will be the most difficult part of the position. It's also a good way to see if they have any reservations about taking the job.
Sample Answer: The most challenging part of this job will be keeping up with the high volume of guests we get during peak season. I'm confident that I can handle it though, as I've had plenty of experience working in busy environments.
Question Overview: This question is asked to see if the candidate has a car and if they are willing to use it for work. If they do have a car, you can ask them to describe it and what they use it for.
Sample Answer: Yes, I have a car. It's a [Car Make] and I use it mainly for work-related errands.
Question Overview: This question is designed to gauge a candidate's ability to handle difficult situations. It will also give you a chance to see how they respond to stressful situations and how they deal with adversity.
Sample Answer: The most challenging experience in my life was having to take care of my grandmother after she was diagnosed with cancer. I had to juggle school and work while also taking care of her, but I was able to make it through thanks to the support of my family and friends.
Question Overview: Front desk agents will often have to deal with difficult guests. This question will give you an idea of how they handle these situations, as well as how they view their role in the hotel.
Sample Answer: The worst customer experience I've had was when a guest came in and demanded a room upgrade without any reason. I tried to explain that we were fully booked but he wouldn't listen. I had to call a manager over to handle the situation and the guest eventually left without getting what he wanted.
Question Overview: Every job will have its challenges, and front desk agents are no exception. This question will give you a chance to see how a candidate deals with these challenges and how they overcome them.
Sample Answer: I had to learn how to use the hotel's new reservation system when it was installed a few months ago. It took me a while to get used to it, but I eventually learned how to use it without any problems.
Question Overview: This is a question that tests an applicant's ability to think on their feet. The best answers will be ones that show a good sense of humor and a willingness to play along.
Sample Answer: I think the fuzz is there to make the tennis ball more aerodynamic so it can fly faster and farther.
Question Overview: This question is designed to see if the candidate has any experience with hotels and what they look for in a hotel stay. It will also show you how well they can describe their experiences and how well they can relate to you.
Sample Answer: The nicest hotel I've ever stayed in was a small bed and breakfast in the mountains. The view from our room was incredible and the staff was very friendly. I'd recommend it to anyone looking for a nice getaway.
Question Overview: This question is a good way to see how a candidate will respond when they don't have the experience or qualifications for a job. It will show you how they will handle themselves in a situation where they are not the most qualified candidate for the job.
Sample Answer: I'm confident that I can do this job well. I've had plenty of experience dealing with customers in my previous jobs and I know I can use that knowledge to help guests feel welcome and comfortable here.
Question Overview: This is a question that will give you a good idea of how well the candidate knows the company and what they think they can bring to the table. A good answer will be enthusiastic and show that the candidate has done their research on the company.
Sample Answer: I've been a big fan of CoStar since I first heard about it. I think it's a great service for both hotel owners and guests alike, and I'd love to be a part of it. I think my experience in customer service would be a great fit for this position, and I'd love to help spread CoStar's reach across the country.
Question Overview: Fires are rare but they do happen, especially in hotels. As such, front desk agents will need to be prepared for this eventuality. A good answer will show you that the candidate is capable of handling a situation that could potentially be dangerous and stressful.
Sample Answer: I'd try to get the guest to safety first and foremost. If they had any belongings that were left behind, I'd make sure they were taken care of. Once the guest was safe, I'd contact the fire department and let them know what happened.