It may seem that once you have reached the interview stage, you have almost bagged the guest service agent job. The operative word here is “almost”.
Even though you have reached this far, there is still one more obstacle to contend with.
Ace the interview and you can boast of “being there”.
Let us help you with a set of interview questions and answers:
Why did you opt to work as a guest service agent?
I am great with people. I like meeting new people and have it in me to be service-oriented. I believe that one should be able to enjoy his or her work if one wants to succeed at it. Opting to work as a GSA made great sense.
What do you feel that is the one thing that you would change about the work of a guest service agent?
I do not think I would change anything. I love the work. Even the areas that I do not really like offer challenge, so I am happy in the fact that I get to do something that requires conquering.
Have you ever been in an altercation with a guest? Recount what happened.
Altercations with guests is the norm in the hospitality industry, although I do try to keep them at a minimum. There was once a guest who insisted that he is served more alcohol even though he was completely saturated. Since we knew his reputation to be destructive when he was under the influence of alcohol, we refused service. He got antsy and started verbally abusing the staff. I intervened and earned a punch! I kept my calm and according to policy, asked him to check out immediately.
Do you think it is alright for a guest service agent to be rude with a guest if the situation calls for it?
No. Under no circumstances should one be rude to a guest. If situations get out of hand, it is best to handle it with patience.
What skills do you possess that make you a good guest service agent?
I am a living example of “eager beaver”. I possess exceptional skills in providing high quality guest services and can easily handle explosive situations by employing my good judgement. Additionally, I have deep knowledge of the hospitality industry with exceptional communication and interpersonal skills.
On a scale of 1 to 10, 10 being the highest, where would you rate yourself as a professional?
I would give myself a realistic 7. I am good at what I do but I feel that there is still a lot to learn.