Because the front desk associate at a hotel has a high level of contact with guests and visitors, the interview is a chance to gauge potential candidates' personality and poise. As you prepare for an interview, consider asking questions that help you judge the skill and abilities of interviewees.
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What experience have you had in customer service?
Customer service expertise is a top priority of a hotel front desk worker. Because the position requires extensive exposure to guests in all stages of their reservation and hotel stay process, candidates must be skilled in understanding the needs of the customer. Ask about past jobs or volunteer positions that required the candidate to have a high level of interaction with customers to gauge their comfort in adapting to ever-changing situations and requests.
Have you ever gone above and beyond to help a customer?
Many hotels remain competitive because of their willingness to help guests, even if it means having to come up with creative solutions. This question helps you get a clearer picture of an interviewee's background in customer service and their devotion to going above and beyond. Ask for specific examples.
Have you worked in positions that required phone communication?
Speaking on the phone is a large part of a hotel front desk job, and employees must be able to communicate in a professional, friendly manner; they must take reservations, answer questions, handle crises, deal with vendors and organise events. Although phone experience is not necessarily a deal breaker for a position, it can help you rank one candidate higher than another when all aspects are equal.
Are you comfortable working with computers?
Because hotel reservation systems are generally computerised, it is important for front desk workers to be able to adapt quickly to a new technology. As a follow-up question, you might ask if the candidate has worked with other reservations or Point of Sale computer programs, which are common in hospitality jobs.
What would you do if a customer was angry or unhappy?
Front desk workers are exposed to a variety of guest moods during work, and this question can help you determine how they would respond to a negative or critical situation. Take the question a step further by posing a specific scenario: the customer finds roaches or bedbugs in their room; there is an overflowing toilet; or a guest is simply unhappy with a change in their reservation.
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