35 Hotel Receptionist Interview Questions (With Answers)
Updated 14 March 2023
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A hotel receptionist is a professional who greets and assists hotel guests during their stay at the establishment. These customer service professionals often have knowledge of the area and the technical proficiencies to accept and review guest reservations. When preparing for a hotel receptionist interview, it is important to anticipate which questions an employer might ask you. In this article, we share 35 hotel receptionist interview questions you can expect, with five sample answers to help you prepare your own.
General Hotel Receptionist Interview Questions
General hotel receptionist interview questions can help hiring managers to learn more about candidates. These questions are typically less specific to the hotel receptionist role. When answering these questions, you might elaborate on information on your resume and application and share new information about your professional goals and habits. Here are 10 examples of general questions the hiring manager may ask you during your interview:
Why do you want to work for this company?
Are you familiar with this area?
What are your greatest strengths and weaknesses?
Would you describe yourself as a team player?
Do you have experience working overnight shifts?
What is your schedule availability?
Where do you see yourself in five years?
What do you know about this hotel?
Describe hospitality in your own words.
Why do you want to be a hotel receptionist?
Related: How To Become A Hotel Receptionist: A Complete Guide
Questions About Experience And Background
Interviewers may ask you questions about your professional experience and background to determine whether you are a good fit for the duties of a hotel receptionist. Here are 10 questions you can expect the interviewer to ask:
Give me an overview of your previous hotel experiences?
Can you speak more than one language?
Tell me about a time you used your problem-solving skills.
Tell me about a time you took initiative.
Tell me about a time you worked under pressure.
Are you comfortable using a computer?
Are you comfortable taking phone calls?
What scheduling software have you used before?
What was your favourite work environment?
Do you have a positive relationship with your previous employer?
Related: Careers In Hotel Management: Skills, Jobs And Salaries
In-Depth Interview Questions For Hotel Receptionists
In-depth interview questions may cover more complex topics regarding the duties and qualifications of a hotel receptionist. Interviewers often ask in-depth behavioural interview questions to learn more about your thinking process and previous experiences. Here are 10 questions the hiring manager may ask you during your interview:
How would you motivate yourself to stay attentive during long shifts?
How would you ensure the privacy of our guests?
How do you stay organised?
How would you calm down an upset guest?
What value would you add to our team?
What would you do if a guest issued a complaint about you?
How would you encourage guests to return?
What would you do to make guests feel welcome?
What would you do if a guest said they have a reservation but you could not find anything on file?
How do you stay productive?
5 Sample Interview Questions For Hotel Receptionists With Answers
If you are preparing for an interview for a hotel receptionist position, it is helpful to review sample questions and answers so you can plan how you might respond to your interviewer. Here are five questions with answers for hotel receptionist interviews:
1. What does great customer service look like to you?
An interviewer may ask you this question to determine if you can provide excellent service to guests and represent the hotel properly. Since the position of a hotel receptionist is a customer-facing job, it is important for you to show a clear understanding of customer service skills and what they entail. When responding to this question, explain your answer thoroughly and include an example to support your response, if needed.
Example: "Great customer service starts with communication. You can better accommodate their needs by clearly explaining things to guests and listening to what they are required to say. I understand that to provide quality customer service, I require to be both attentive and patient. Attentiveness means that I can anticipate a guest's needs and assist them as best as I can. Patience means that I can help them through challenging situations, even if they are tedious."
Related: Customer Satisfaction: How To Measure And Tips for Improvement
2. Which of your skills do you think is the most useful in a hotel receptionist role?
An interviewer may ask you this question to better understand your skill set. They also may use your answer to determine if you have the skills they want a candidate to have. In your response, name a specific skill and explain why it is important to the role. You can also provide an example of a time you used the skill. Consider including one or two skills in your answer. You can use either technical or soft skills in your response, depending on which you feel may be more important to the role.
Answer: "My customer service skills make me a good fit for this role. I have a strong willingness to help others, and I am quite accommodating. For instance, in my previous hotel job, I often got positive feedback on how helpful I was. Guests also commented on how friendly I was when they arrived, making them feel welcome.
Another skill that makes me qualified for this role is my problem-solving skills. I am good at thinking through multiple solutions and figuring out which one may have the best outcome. An example from my last role was when a guest called the front desk asking for new sheets in the early morning. Her son spilt his juice all over them, and they needed a change. Since our laundry person was not in for the day yet, we were short on sheets. To solve this issue, I figured out which room was vacant and took the sheets from there."
Related: How To Write A Hotel Front Desk Resume (With Example)
3. Tell me about a time in which you worked with a challenging person.
As a hotel receptionist, you may encounter difficult guests or struggle to work with a colleague. Being able to resolve conflict and maintain productivity even in difficult situations is an important skill for hotel receptionists. You can display this ability in your answer by describing a specific situation you navigated. Consider using the STAR method to share your answer, as this can help you organise your response.
Example: "One time, a coworker and I were supposed to help the housekeepers fold some towels. My coworker got upset and refused to help. This meant that the housekeepers and I had a lot of work to do. I knew I needed to do something to change my coworker's attitude. I calmly asked this coworker to talk privately in the hallway.
I explained to her that although folding towels is not in our job description, we can be nice and help. I helped her see a new perspective by explaining that the housekeepers do a lot of extra work to make our jobs easier. After a few minutes of talking, my coworker apologised for her initial response. She worked extra hard to fold more towels than anyone else. From then on, she became more eager to help others."
Related: 23 Interview Tips: How To Get The Job
4. How would you handle an unsatisfied guest?
Addressing guest concerns is a primary duty of hotel receptionists. Interviewers may ask this question to learn more about your conflict resolution skills, knowledge of company policy and customer service abilities. In your answer, be sure to explain the situation fully and try to show empathy towards the guest, as this can display your values as a candidate and the ability to prioritise guest satisfaction.
Example: "When working the overnight shift, a guest called the front desk to ask for room service to bring food to their suite. I explained that the hotel's kitchen closes at 10 pm, so it was unavailable. This upset the guest, so I explained that we had vending machines available on every floor and provided recommendations for local restaurants that were still open. The guest appreciated my suggestions and mentioned the interaction in their five-star review of the hotel."
Related: 15 Necessary Customer Service Skills And How To Develop Them
5. Which of your qualities do you feel is most useful to this role?
A hiring manager may ask this question to learn more about your professional personality and your perception of the qualification a hotel receptionist needs. Consider providing one or two qualities that you have and an example of why they are useful.
Example: "I feel that my most useful quality as a hotel receptionist is my positive attitude and desire to help others. I enjoy interacting with people, which can often help me connect with guests and improve their experience. For example, since I seem so approachable, guests often ask me about my recommendations for attractions and restaurants in the area. I enjoy being able to share my experiences with the guests to help ensure they enjoy their stay."
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