Hilton is one of the leading hospitality industries in the world. The organization expects its employees to maintain a good reputation. Regardless of the position, you are seeking here, the questions and answers below will give you a snapshot of what to expect in the interview.
1. What Do You Know About Hilton?
Hilton Hotels is an international brand of full-service hotels as well as resorts. Hilton is known for its focus on results. It is a leading hotel industry globally. When I was going through the Hotel’s review, I found that customers have rated this hotel very highly for ensuring that they get satisfied with the services you offer. What caught my attention about the hotel is the values that guide its functioning including hard work, hospitality, and generosity. Being a hardworking and friendly professional, I would fit in with your working culture. I am aware that this hotel employs high skilled employees. I believe that Working alongside such dedicated minds will impact my career positively as well as help me improve in my roles.
2. Briefly Tell Us Why We Should Hire You.
Besides having a diploma in food and beverages, I am a fast learner, flexible, customer-focused, hardworking, and a great professional who can effectively work independently and as a team. I have read the job description and I am aware of the responsibilities that await me here at Hilton should I get this job.
I am very confident that I will impact your team positively and provide a level of service that will delight your customers. Should I get hired for this role, I will demonstrate my loyalty by ensuring that I perform my duties to a high standard. I will commit myself to ensure that your customers will keep on coming back again and again.
3. What Are Some Of The Roles You Expect To Perform Here Should You Get This Job?
I will spend my day performing guest services and preparing food. While performing guest services, I will focus more on greeting customers, getting clients’ orders as well as completing transactions on the cash register. While doing food preparation, I will concentrate on ensuring that I have followed the orders of our customers.
4. Have You Ever Worked In A Hotel Or A Resort Before?
Yes, I have worked as a food service waiter at Reggy’srestaurant for more than four years. During this time, I gained a lot of experience in cooking different types of food, marinating chicken, breading, preparing burgers, and cleaning. I also got an opportunity to interact with different customers and this enhanced my interpersonal and problem-solving skills. If I am hired for this role, I will utilize the experience and skills I have acquired to make a success in this role
5. Highlight Some Of The Qualities Needed To Succeed In This Role.
To succeed in this role, a candidate must have physical stamina, strong communication, organizational, interpersonal, and time management skills. Sometimes, there can be fluctuations in the working schedule and a candidate need to be flexible while working here.
Additionally, a candidate must be a team worker and have patience. It is also important to be responsible, hardworking, and trustworthy. I believe that there are times that a lot of customers may stream in during meal- hours and this demands a candidate to have the ability to work under pressure to succeed in this role.
6. What Do You Like About Working In A Resort?
I like the daily challenges of working in the resort. For instance, I like seeing the waiter come into the kitchen to place the orders as per the request of our customers. I feel extremely happy when they return with a smile on their face to say that the customers were happy with the meals that were prepared for them. I also enjoy seeing customers returning to the hotel as well as bringing with them other new customers. This to me is an indication that they are getting what they want from the hotel. It gives me the motivation to continue working above the curve.
7. In Your Opinion, Why Is Customer Service So Important?
Customer service is important because it enhances customer loyalty including increasing the number of times a customer visits a resort or hotel. It is a good way that makes customers spread the good news about a hotel and this can help grow the amount of cash each customer spends every single visit.
I believe that customers get impressed by receiving exceptional customer service. Guided by this, I strive to put extra and sincere efforts to satisfy customers. I have realized that by doing this, they remain loyal to the brand.
8. Briefly, Describe Some Of The Things That Make Good Customer Service.
Several factors can be considered as good customer service including greeting customers nicely; using polite language; keeping a smile as you serve them; helping customers efficiently; ability to understands and relate well different customers; demonstrating that you have experience with the industry’s products; ability to listen and communicate to customers, ability not to keep customers waiting for long before they can be served, etc.
9. Share Any Experience You Have Had In Customer Service
Immediately after completing my degree in customer relations, I worked at the front desk as a receptionist for one year. During this time, I got a lot of engagement with customers and company leaders. I learned how to portray a good image of the organization that I was working for. I would talk politely to customers, greet them, attend to their queries, and guide them depending on the services they required. I kept a smile all through while serving different as well as listening to their concerns without interrupting. It is during this time that my communication, interpersonal, organization, and listening skills.
10. What Motivates You In Your Roles?
I encourage myself to perform my duties well. I also surround myself with like-minded people who are passionate about their roles. This has enabled me to promote a positive atmosphere where I enjoy being. In addition, the desire to achieve my goals helps me to remain focused as I also concentrate on my potential career growth.
11. Are You Able Tostand For Long Periods Of Time?
I do not have any problem standing for long periods. While I was going through the descriptions for this role, I found that standing for long hours is a requirement for this role. I acknowledge that requirement and I can comfortably satisfy it. I am a person who wears well-fitting shoes with low heels, stays hydrated as well as maintains a good posture. I also do a lot of exercises in the morning before reporting for work and in the evening as well. This enables me to remain comfortable while performing my duties.
12. What Kind Of A Boss Would You Want To Work With?
I would want to work with a boss who focuses on creating an even balance of support and independence in the workplace. Even if I can perform efficiently on my own, I would appreciate a leader who can help and guide me in my work.
I would also want to work with those who trust their employees without having to closely oversee everything. However, it is equally important for the employer to check in regularly with their employees to check if or not they are on track. From the experience point of view, employers who offer regular performance reviews achieve this kind of balance. When my performance is assessed regularly, I get to know where I am performing well as well as where I need to improve. I believe that most of the employees can thrive in their performance when their boss helps them set meaningful goals and expectations.
13. What Is Your Favorite Working Environment?
Since the time I entered the workforce, I have worked in different workforce, from casual to fast-paced. I am flexible and I can adapt well to most of the work environment. However, I enjoy working in an environment where people inspire one another, collaborate well, and communicate effectively. I am passionate about getting things done and I love working with people who are committed to their work as well.
In addition, I get motivated while working in an area that is experiencing rapid growth. I believe this kind of environment is conducive to new applications and ideas.
14. You Might Find Yourself Doing Thesame Tasks Over And Over. How Will You Handle This?
I’m passionate about this role even though it requires me to do the same tasks over and over. My main focus is to satisfy my customer and this helps me to remain motivated in my roles. I can focus more when following a particular routine. In case I find myself losing focus, I will change the order in which I am performing my roles or even take periodic breaks.
15. Explain To Me The Valuable Lessonsyou’ve Learned Since Starting Your Profession?
I have learned to be the best version of myself. I know my value. I know that I am not yet there but I strive to produce the best in any given role. This is what has helped me to earn high-level jobs including the previous managerial role in the previous resort. I have also learned that patience and hard work can take someone to a high level in the workforce. I do not ignore humble beginnings because they can be a ladder to greatness. Finally, I have realized that it is wise to take advantage of the relationships in somebody’s life. It can prepare you to become a person of influence.
16. How Would Your Colleagues Describe You?
They would describe me as a persistent person. I am not a person who gives up easily. I keep pursuing until I receive what I want. I rarely take no for an answer. I believe that everything is possible and that is why I keep on trying something out until I get results. This has helped me to analyze my work after every successful role I undertake.
17. Describe How You Would Deal With Unsatisfied Customer.
How I will handle unsatisfied customers will depend on the situation on the ground. I can handle unsatisfied customers using different strategies such as responding to the situation immediately the customers say that he or she is not happy; offering to do the dish over rather than making amends; offering an explanation of what went wrong without belaboring the point; owning the problem as well as being transparent as possible.
18. Define What You Understand By Exceeding Customers’ Expectations?
In my opinion, to exceed a customer is to offer unexpected service to a customer. For instance, a customer came into our hotel and requested a meal that we didn’t have at that time. However, I was sure that the resort net door offered it. Instead of sending that customer to that resort, I made a call there for them to bring the meal that our customer had ordered. The customer was extremely happy with that extended service and has remained a loyal customer at that restaurant.
19. What Are Your Strategies When You Are Required Tomeet Tight Deadlines While Working Here?
I will examine every deadline that I have to meet in good time. To meet deadlines here at Hilton, I will prioritize all my tasks depending on their due dates as well as the importance of each project. Once I am done with this, I will then use a spreadsheet or a paper calendar to keep track of the deadlines.
20. How Has To School Prepared You For Working At This Hotel?
While at school, I had to meet daily deadlines as well as set goals for myself including a variety of activities and subjects. This led to accomplishing so much. I truly believe that the experience I have gained in school will help me to excel at your restaurant. Still at school, I would work with my teachers and peers every day. Therefore, I understand how to work with teams as well as supervisors.
21. What Can You Do If A Customer Approaches You Looking For Help While You Are Busy With Other Tasks?
If a customer approaches me seeking any kind of help, I would immediately pause what I’m doing and give them my full attention. I believe that customer service always should come first. I will listen to their needs, above all else. Once I get a grasp of what they need, I’ll offer my assistance appropriately even if it takes me away from the high-priority task for a moment. After I have the customer squared away, I’ll return and give that activity my full attention once more.
22. Describe A Time You Failed And The Lesson You Learned
There is a day I had an emotionally taxing day. Towards the end, I was approached by a customer who wanted my assistance. I can attest that I did not have the best attitude while assisting them. My response was a bit curt though this is not my typical standard. I could tell that the client noticed it. When I realized this, I tried to adjust my attitude. Looking back, I regret that mistake. Today, I always take a beat before responding to a customer, and if I could go back, I’d use that technique now. Even a brief second allows me to check myself, ensuring I don’t let past frustrations influence the new interaction. It only takes a moment but allows me to refocus, enabling me to offer the customer the best experience possible.
23. What Will You Do If You Experienced A Lull In Your Day?
If I encounter a lull in my day, I will take it as an opportunity to handle routine work that needs to be covered such as refolding items, organizing clothing on racks as well as making sure that the area is in tip-top shape. I would also reach out to my coworkers and supervisor letting them know that I’m available to help in any way that could be beneficial to them.
24. What Are Your Greatest Strengths?
My strongest point is that I am people-centered. I also have abilities to work without being pushy. I can relate well with customers, get to know them, and build excellent rapport that helps me make solid recommendations that suit them. This has resulted in having loyal customers who visit the hotel, return, and repeat.”
25. Where Do You See Yourself In The Next Couple Of Years?
In the next five years, I look forward to holding a managerial role to demonstrate my leadership qualities here at Hilton. Additionally, I would like to be more evolved in my career including having improved and gained more skills in my career. I will be happy if in the next few years I’m referred to as a more intelligent person than I am today.
Practicing the above question together with their sample answer will help build your confidence and improve your chances of getting hired by this fast-growing and innovative organization.