Since receptionists grace the entrance of hotels, they need to be hired with great care. During the interview process, an applicant will be asked several questions to determine if they are a good choice to hire.
Preparation for a hotel receptionist interview requires one to determine the type of questions that will be asked. You may expect questions regarding your ability to handle guest relations, including queries and complaints. Your skill level in a front-end role and experience in a receptionist position will also be questioned.
Here is a set of interview questions and answers particular to the position of a hotel receptionist:
Hotel Receptionist Interview Questions and Answers
1. Tell me a little bit about yourself.
I have worked as a hotel receptionist for 6 years, and have enjoyed my work immensely. I have an inherent interest in working at the front desk, as I love meeting new people. Also, I am a service-oriented individual, who will always go the extra mile to get the work done.
2. What duties have you performed in a hotel receptionist role?
As a hotel receptionist, I have performed many tasks such as greeting guests and visitors, assisting with reservations, and handling inquiries and guests. Answering telephones, and ensuring that proper information is given out, and processing payments is also part of my work. In addition, computing guest billings, and accurately posting charges is also a great part of my work description.
3. What is your main skill as a hotel receptionist?
I have an amalgamation of skills, which makes it easy for me to work as a hotel receptionist. Some of my main skills include knowledge of handling guests at tier-1 and providing excellent support services to them. I am also an organized individual which makes it easy for me to handle a wide variety of tasks. In addition, I am well-versed in handling complaints, ensuring guest retention at all times.
4. What is your experience with multiple phone lines?
My present work allows me to work on multiple phone lines, which I can handle with great expertise. I can effectively operate most complex PABX machines to take, and transfer calls.
5. How did you find out about this opportunity?
I had wanted to work for your hotel for a very long time and was actively following openings. When one for a receptionist position came up, I decided to try my luck.
6. How do you motivate yourself to work at a repetitive job such as that of a hotel receptionist?
In all honesty, I do not find the work of a hotel receptionist repetitive. It is true that there are some tasks that need to be done on a daily basis, but those are done for different people and in different circumstances. So, the novelty remains. As far as motivation is concerned, my work motivates me continuously.
7. Give an example of when you delivered excellent customer services?
I was once faced with a problem where a regular corporate guest was not happy with our services. But as soon as he came to me to complain, I put all his fears at rest and ensured that excellent services were given to him for the entirety of his stay. He went home a happy individual, and to this date, stays at the hotel when he is in town.
8. What is your greatest weakness?
I believe that it is my inability to stop when I am ahead. I keep working until someone tells me that I need to take a break.
9. What is your greatest strength?
My greatest strength is my ability to work non-stop, in an organized manner.
10. What would you do if you witnessed a nefarious activity happening at the hotel where you are working?
I would immediately intervene, and bring in a supervisor. If there is an emergent situation, I will take action promptly.
11. Are you willing to work the night shift?
Yes. I have worked during the night many times, and do not mind working the graveyard shift at all.
12. How many people on average do you interact with on a daily basis?
On a regular day at work, I interact with over 100 people a day.
13. Can you manage official communications in a safe manner?
I am a very thorough individual, who loves to do her work with great commitment. Managing official communication in a confidential manner is the core of my work, where administrative tasks are concerned.
14. What would you do in case of a fire at the hotel?
My first thought would be to ensure that all guests and visitors are safely evacuated. I would then help staff members to ensure that they are safe. After that, I would save myself.
15. What do you know about front desk security protocols?
I am aware of the signs that need to be taken into account when I greet guests and visitors. I keep a constant check on people’s behavior to ensure that they do not do anything that might harm people or the premises. Also, I take great care to keep a check on CCTV cameras, so that any potential threats are determined before they can harm anyone.
16. Have you ever been in a situation where harm was evident?
Quite recently, a guest was on my watchlist, as I felt that there was something off about her. I was constantly following her with my eyes, while she was pretending to be on her laptop, sitting in the lobby. Upon a closer look at her laptop, I realized that she had hacked into the CCTV footage of the hotel. I didn’t know what her intentions were, but I immediately informed the security, who took matters in their own hands. Apparently, she was part of a gang who intended to blow up the hotel.
17. Where do you see yourself in 5 years?
In 5 years, I intend to work in an administrative capacity, overseeing front-desk work.
18. Do you have any questions for me?
I would love to know more about the employee retention policies that you have implemented.