21 Hotel Receptionist / Front Desk Interview
Questions & Answers

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Here’s the FULL LIST of interview questions for the HOTEL RECEPTIONIST / FRONT DESK INTERVIEW:

Q1. Tell me about yourself and why you want to be a Hotel Front Receptionist / Desk Agent?

SUGGESTED ANSWER:

I am a hard-working, customer focused and professional hotel front desk receptionist who fully appreciates how important my actions within the role will impact on the success of your hotel. My personal life is at the stage where I can fully commit to this role and work the necessary unsociable hours needed to provide the excellent levels of customer service needed to help the hotel grow and thrive within this tough industry. I believe I have the necessary customer service skills, the organizational capabilities and the communication and interpersonal traits to make sure all visitors to the hotel have a memorable and enjoyable experience which will service to encourage them to visit the hotel again in the future.

Q2. What are the most important skills and qualities needed to be a Hotel Receptionist / Front Desk Agent?

SUGGESTED ANSWER

“In my experience, there are 8 very important skills and qualities needed to be a great Hotel Front Desk Receptionist. You need, above all, exceptional genuine CUSTOMER SERVICE SKILLS where you respond to the needs of hotel customers and visitors in a fast, professional and timely manner. You also need a FLEXIBLE approach to your work, be ADAPTABLE & AVAILABLE to work the hours needed, have a CALM and PATIENT approach to dealing with customer queries, and also be able to competently DEAL WITH COMPLAINTS as and when they arise. Finally, you have to have an awareness of hotel COMPLIANCE & SAFETY REGULATIONS, be able to MULTITASK and also have a level of COMMERCIAL AWARENESS that means you appreciate that the operational capabilities of the hotel must come first above everything else.”

Q3. Why do you want to work for our Hotel as Front Desk Receptionist?
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Q4. Give me a few example of good customer service?
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Q5. Describe a time when you went above and beyond what was required?
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Q6. What makes you think you are suited to the role of a Hotel Receptionist / Front Desk Agent?
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Q7. What does the job of a Hotel Receptionist / Front Desk Agent entail and what particular skills do you have that match the role?
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Q8. What experience do you have that would be suitable to the Hotel Receptionist role?
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Q9. Give an example of when you have delivered outstanding customer service?
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Q10. How would you deal with an angry or frustrated hotel guest? What would you consider when dealing with them and why?
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Q11. Describe the steps you would go through when dealing with a customer or hotel guest complaint?
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Q12. A hotel guest telephones reception to make a complaint at 2am in the morning. Limited staff are on duty - how would you deal with the complaint and what would you say to them?
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Q13. Describe a time when you were flexible in a work-related situation.
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Q14. Where do you see yourself in 5 years' time?
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Q15. Tell me about a time you had a conflict at work or with another team member?
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Q16. When have you worked as part of a team to complete a difficult task?
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Q17. Why do you want to leave your job?
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Q18. What are your strengths?
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Q19. What’s your biggest weakness?
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Q20. How would you deal with a team member at the hotel who was not pulling their weight?
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Q21. That’s the end of your Hotel Receptionist / Front Desk Agent interview. Do you have any questions for the panel?
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Hotel Receptionist Job Description 


Hotel Receptionist Job Brief:

As a hotel receptionist, you will be required to act as a positive role model for the hotel you are working for, often having to deal with customer queries, complaints and problems. You will act as the first point of contact for guests who are arriving at the hotel, whilst also being the point of contact for guests who are part way through their stay. In addition to having outstanding customer service qualities, you will also need to demonstrate effective communication skills, problem solving skills, be able to multi task, demonstrate great attention to detail, prioritise tasks, accept and manage bookings and also be a reliable team worker at all times upholding the values and principles of the hotel.

Hotel Receptionist Assessable Key Skills, Qualities & Attributes:

  • Be able to manage multiple tasks all at one.
  • Demonstrate brilliant customer service at all times.
  • Be the first point of contact for all guests whilst presenting a positive image for the organization you are working for.
  • Work both alone and as part of a team being able to follow rules, procedures and hotel policies.
  • Deal with customer complaints and resolve them quickly and efficiently at all times.
  • Be able to work under pressure and maintain a calm manner whilst talking to customers.
  • Work collaboratively with other members of the hotel team to resolve issues and deliver outstanding customer service and care.
  • Deal with external companies, suppliers and stakeholders who have a vested interest in the hotel and its service.
  • Manage online and telephone bookings and take payments when necessary.
  • Be the point of contact with the housekeeping team and respond to queries from guests as and when they appear.

5 TIPS FOR PASSING THE HOTEL RECEPTIONIST / FRONT DESK INTERVIEW!

TIP #1 – During the Hotel Receptionist/Front Desk interview, demonstrate you have outstanding customer service capabilities.

TIP #2 – Give examples during yourinterview of where you have been flexible in a work-related role.

TIP #3 – Utilize the following keywords and phrases during the interview when talking about yourself: organized, efficient, customer-focused, team worker, calm under pressure, resilient and reliable.

TIP #4 – Show an understanding that your performance as a Front Desk/Hotel Receptionist will have an impact on returning customers and also the type of review they leave online following their visit to the hotel.

TIP #5 – Have a thorough understanding of the job description for becoming a Front Desk/Hotel Receptionist and be able to recite it during the interview and explain how your resume/cv is a perfect match for the role.

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