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: 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 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: 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: 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: 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 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 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: 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 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 gauge a candidate's ability to deal with challenges. A good answer will show that they were able to overcome a challenge and learn from it, ideally impressing upon you the importance of being able to do so.
Sample Answer: I had a guest who was very upset about the room they were given. They claimed that the room was too small and that the bed was uncomfortable. After talking with them for a while, I realized that they were just upset about their breakup and were taking it out on me. I apologized for their experience and offered them a complimentary bottle of wine for their troubles.
Question Overview: Front desk agents will often be criticized for their work, whether it be from guests or their superiors. A good answer should show that they can take criticism well and learn from it. Additionally, they should show that they have a good attitude and are willing to improve.
Sample Answer: I always try to take criticism in stride and use it to improve myself. If I made a mistake, I'd try to figure out what I did wrong and how I can avoid making the same mistake in the future.
Question Overview: Front desk agents will often need to work with supervisors and other management to fulfill their duties. Asking how a candidate would deal with a situation in which they disagreed with a decision is a good way to gauge how they would respond to this situation.
Sample Answer: I would do my best to respectfully explain my position on the matter and why I believe it's the right course of action. If the supervisor still disagreed, I'd be willing to discuss it further and find a compromise that would satisfy both of us.
Question Overview: This question is a great way to gauge a candidate's experience in customer service. It will also give you an idea of how they handle themselves in a work environment.
Sample Answer: I've been working in customer service for the past three years. I've worked at a few different places, but I've always enjoyed helping people and making sure they have a good experience.
Question Overview: This question is a good way to gauge a candidate's interest in the position. A good answer should show that they are enthusiastic about the job and have a desire to make a positive impact on the company.
Sample Answer: I'm very excited to be applying for this position. I've always wanted to work in the hospitality industry and I think this would be a great opportunity for me. I'm very eager to learn and I think I can bring a lot of enthusiasm and positivity to the team.
Question Overview: Hotels are often targets for criminals, so it's important to know how a candidate would handle a situation in which a dangerous person enters the building. This question will show you how they react to stressful situations and how they prioritize the safety of the hotel and its guests.
Sample Answer: If a high risk person entered the facility, I would make sure to keep an eye on them while also keeping other guests out of harm's way. I would also call for backup from security and inform any guests that may be in the area of the situation.
Question Overview: This is a straightforward question that gives you a chance to see how well the candidate will fit in with the rest of the staff. A good answer will be positive and highlight a skill or trait that will be useful in the position.
Sample Answer: I'm a hard worker and I'm always willing to help out my coworkers. I think my biggest strength is my ability to work well with others.
Question Overview: This question is designed to see how well a candidate has researched the company and position. A good answer will show that they have done their research and are familiar with the company's history, mission, and goals.
Sample Answer: I've read up on the history of your company and have seen the photos of your hotel on your website. I've also read up on the job description and have a good idea of what it entails.
Question Overview: Front desk agents are often put in stressful situations, such as dealing with upset guests or handling a large number of people at once. A good answer will show you how they deal with these situations and how they respond to stress.
Sample Answer: I always try to remain calm and collected when dealing with stressful situations. I believe it's important to keep a level head and not let your emotions get the better of you.
Question Overview: Front desk agents will often be asked to deal with situations in which they can't provide what a guest wants. This question will give you an idea of how they would respond to such a situation, giving you a good idea of how they handle conflict.
Sample Answer: If a guest wanted a nonsmoking room but the only availability was smoking, I would offer to see if we could find them another hotel nearby that had the room type they wanted. If that wasn't possible, I would offer them a discount on their stay as compensation for the inconvenience.