In order to be considered a good candidate for a front desk agent in a hotel, you have to go through the Hotel Front Desk Agent interview process.
It is possible to ace the interview process if you practice questions that you may be asked.
Typically, you will be judged on your customer service skills, and the ability to properly communicate with guests and visitors.
You will also be required to answer questions pertaining to your capability of handling a difficult situation while working at the front desk. So, you need to be prepared for it all.
What follows is a set of interview questions and answers, particularly for a hotel front desk agent:
Hotel Front Desk Agent Interview Questions and Answers
1. Tell me a little bit about yourself.
I started working as a front desk agent in the hospitality industry 3 years ago. Since then, I have worked in a high-end hotel, where my work is largely at tier-1. Also, I possess formal front desk training, which makes me an excellent contender.
2. How did you find out about this job?
I was looking to change jobs so as to learn and contribute more when I came across your website. The careers section mentioned that you were looking for someone with my profile, which is how I ended up applying for this position.
3. What have been your duties while working as a hotel front desk agent?
As a front desk agent, I have handled many duties including greeting guests and visitors, helping check guests in and out, and providing them with information that they have asked for. In addition, I have been busy asking for recommendations for activities, and restaurants. Ensuring that guests’ luggage is properly handled is another area that I have been handling. Moreover, arranging transport for guests, and maintaining records have all been my work as a hotel front desk agent.
4. Tell us a little about your skills.
I am a highly-skilled individual, with a solid grasp of first contact activities. As a hotel front desk agent, my skills include excellent customer service abilities, knowledge of reaching out to people to provide information and respond to queries, and the ability to handle more than one task at a time. In addition, I am well-versed in managing time, and I am an organized individual.
5. What do you like best about working in the hospitality industry?
Working in the hospitality industry means that I get to meet people from all walks of life. I love interacting with new people, as it gives me great exposure.
6. What is it that you dislike about working in the hospitality industry?
I wouldn’t say that I dislike anything about working in the hospitality industry. However, I do find the work challenging now and then.
7. How do you handle adversity at the hands of guests and coworkers?
I believe that you have to handle adversity in different ways when you are dealing with guests as opposed to coworkers. With guests, I have to be very polite, so that retention and repeat business is not a problem. With coworkers, I can be a little more forward, as we are all aware of company policies, and protocols.
8. Do you have any experience with online reservations?
Yes, I have a great experience with online and phone reservations. I can take calls efficiently, and provide information regarding reservation processes, and bookings. And I can derive information from online sources to make bookings, and inform potential clients about their statuses.
9. How do you prioritize your duties at the front desk?
Usually, prioritizing is not an issue. However, during high occupancy times, I make sure that guests are timely prioritized, and I ensure that tasks are ordered by importance.
10. How would you handle it if a guest asked you about a restaurant that was not part of the hotel?
Part of my work is to help guests find the right resources and entertainment at the hotel. I would first encourage the guest to avail of the hotel’s restaurant’s services. If they are still adamant about going to another, I will provide directions on how to reach the restaurant, and tell them that I hope that they have a great time.
11. In the past, how did you handle a situation when you couldn’t resolve a guest’s problem?
I have come across a few times when resolving a guest’s problem was beyond my reach. I had no choice but to escalate the matter to my supervisor so that it could be managed properly.
12. Do you feel it is okay to escalate issues?
If it is done on a regular basis, it might not be such a great idea, as it shows your incompetency. However, I feel that one needs to understand one’s limitations and work around them.
13. Why do you want to work at this hotel particularly?
I have always wanted to work in a hotel that provides good exposure to its employees. I feel that by working here, I will be learning a lot, and contributing even more. This gives me a great sense of encouragement.
14. What is your greatest strength?
I believe that my greatest strength is the ability to work with people from all backgrounds.
15. What is your greatest weakness?
I am a very easygoing individual, which encourages people to take advantage of me. However, I am working on being a little firmer when it comes to working with people.
16. How do you work best?
I work best when I am given a role to do and then left to do it. I do not like being micromanaged, as it makes me feel that I am not worthy of the work.
17. If you were working in a supervisory role, what would be your method?
If I were working in a supervisory role, my method would be simple – lead by example, and do not micromanage.
18. How would your former/current boss describe you?
I am positive that my current boss will tell you that I am an extremely hardworking and organized individual. I also expect her to say that I am a quick learner, and always go the extra mile to get things done.
19. Describe a time when you went beyond the call of duty to perform work.
During a very busy time at the hotel where I am working, I realized that we were short of people. Since the front desk and the reception area were quite near each other, I took the initiative of doubling up as a receptionist. I took calls, answered queries, made bookings while there were no guests at the front desk, and rushed to the front desk area when I saw guests or visitors coming in. It was quite a harrowing week, but all well worth it when I was praised by my superior for my efforts and hard work.
20. How do you handle stress when you are under pressure?
Surprisingly, I am great at handling stress, even when I am under great pressure. My organizational skills help me a lot in this regard.
21. If you are on the phone with an important client, and a visitor or guest requires your attention, what would you do?
I have my priorities set – if I am on the phone first, I will ask them to hold for a second, and tell the guest or visitor to wait for just a minute. Then, I will finish the call, and attend to them.
22. Have you ever lost your patience with someone?
To be honest, I nearly lost my patience with a guest, who insisted on arguing with me because his food order was 30 seconds late. But I did not lose my temper one bit. I kept my cool and answered all his concerns with great patience.
23. How do you handle unsatisfied guests?
Apologizing for their dissatisfaction is step number one. Then, I try to resolve their issue as best as I can, while remaining within the parameters of company protocol.
24. What does excellent guest service mean to you?
For me, guest satisfaction defines excellent services. It is very simple – whatever you feed into a system, the results are in accordance with it.
25. How well can you work on back-to-back shifts?
I will be honest and say that I can easily work for up to 18 hours a day. After that, I need some rest in order to be functional for the next.
26. Where do you see yourself in the next five years?
I intend to work in a capacity where I can oversee guest service provision, and train and mentor front-line staff members.
27. What are you doing to make sure that this happens soon?
I am currently learning the ropes. However, I am a keen observer, which makes it easy for me to reach my goals before anyone expects it. So, I am hoping that I can reach my goals soon.
28. Do you have any questions for me?
I would love to know more about your company and its policies. I see that the hotel has made a great standing for itself in the market, and I would like to know how this was made possible.