Before going for the interview as a hotel front desk officer, you must know what sort of questions will be asked by the employer. Make sure that while you respond, your focus should be on customer service and hospitality skills. This article is going to help you in preparing for the interview along with its challenges and job description too. Here we are sharing Top 25 Hotel Front Desk Interview Questions and Answers that will be will helpful.
1. Why Are You Interested In This Role?
I believe in the power actually when it comes to the front office. I would say, it is a dynamic department that serves as a nerve centre where everything is connected to. I wanted to work at a 7-star hotel since I already had experience in 5 stars. I would like to learn at a much greater place so that I can get more exposure.
2. What Are The Roles Of A Hotel Front Desk?
The main functions of the reception or front desk are guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc.
3. What Are The Qualities That A Hotel Front Desk Needs To Be Successful?
The good receptionist should be polite with a smile on their face. As they talk to guests, they should speak politely with correct information. Sometimes guests get stressed and annoyed due to other reasons like traffic or flight delays.
4. What Major Challenges Did You Face During Your Last Role? How Did You Manage Them?
In my previous role, one of the biggest challenges that I faced was Room Status. When a room gets cleaned, it is recorded differently at the front desk and in housekeeping. Sometimes it got confusing because, at times, the front desk checks in a guest in the room that is not clean/approved by housekeeping and sometimes the hotel loses a customer too if the front desk finds an issue in clean issue even if housekeeping has cleared. For this, we recently launched a room status platform through tablets where teams started updating the status at both ends.
5. Describe Your Daily Routine At A Hotel Front Desk?
The first thing is to review what has happened in the previous shift and review the needs mentioned that needs urgent attention. Once done, I will count the cash and put it back. I will then review all guests’ check-in and check out timings. I will assign another team member on the front while I monitor the rooms that are being cleaned and sanitized. Once the guests start flowing in, the duty will be processing reservations and check-in and checkouts. During this routine, if there are any problems during the shift, they are immediately highlighted and escalated to make sure that no guest is affected due to it. Once my shift ends, I will be handing out cash and guest check-in details that are inside the hotel and also mention those which are expected on their data.
6. Describe Briefly About Your Experience?
This is going to be my second job after the internship. I did a diploma in hotel management from the town college and I did my first internship at the town hall too as per requirement. Soon I moved here for better education and to explore the hospitality industry at a much wider scale. I joined a local restaurant in one of the busiest areas of the city. I learnt the first professional side of hotel management there and worked on my skills.
7. What Kind Of Strategies And Mindset Are Required For This Role?
To be one of the best resources that a hotel can have, all front desk officers need to have flexibility and multitasking skills in hand. To meet with the pace, technology must be used at its maximum because it does the work in seconds.
8. What Is The Biggest Challenge You Foresee In This Job?
This year, the travellers coming into all hotels are going to be very particular in everything due to Covid. Even though the housekeeping staff will be taking care of everything but it will be the first time after covid that the hospitality industry has opened itself.
9. How Do You Stay Motivated At Work?
I try to maintain a positive working atmosphere at work so that everyone stays encouraged all day every day. I am highly motivated when I can help/assist my co-workers and guests or customers with their requirements. The satisfaction of providing them with their needs.
10. Describe A Time You Failed In This Role And The Lesson You Learned?
Once I had a guest who had asked for a specific dish that was not offered by the hotel. I politely informed the guest about the unavailability of the item and suggested an alternate. The guest got angry that I was convincing him of an alternate option. He complained about it to my supervisor. I did learn that I should offer my best possible options in my professional capacity and be positive even if there is criticism.
11. Why Do You Feel You Are Qualified For This Role?
My key strength for this role is my customer service skills! I am a great listener and always pay attention to details while dealing with guests. I do not hesitate in helping any guests and always go an extra mile for them. I often get positive feedback in my current role where guests do mention that I solved their issues easily. In my professional capacity, I offer the best to the guest staying at the hotel to make sure they feel safe and content here.
12. Share With Us Your Greatest Achievement
At one time, our satisfaction score dropped for 3 consecutive months and it did result in low sales. My line manager requested me to look into it and have some changes made in the system so that hotel can be back on business. Upon researching, I found out that people were not satisfied with the towels being placed in single rooms. Upon a few changes in the fabric, I was able to achieve a customer satisfaction score of more than 80%.
13. In Your Opinion, What Is Good Customer Service?
The essence of customer service lies in communication! In the hospitality industry, it is important that one is clear in talking to guests and always listen to what they say. This helps in understanding their needs so that you can accommodate a guest easily. For good customer service, the staff needs to be attentive yet patient while dealing. The result is often shown when the customer checks out and leaves comment cards on the front office or gives reviews on the website or any social media asset.
14. How Good Are You At Managing A Team? Share An Example
Recently, I was working with my team member in the housekeeping section since we had a shortage of staff that day. We had a few important guests coming up in a few hours and we had to make sure that all rooms were well supplied. One of my team members got upset and refused to help at the last minute. Since we were already short on time, I assisted the rest of the team in their task and after it; I calmly spoke to my team member privately about the matter. I told her that we all should be working as a team instead of alone. If the guests are unhappy with someone, they won’t be mentioning one department but they will give a bad rating overall. She calmly listened to me and agreed on it.
I do not have any preferences. I have performed well with my teams and alone too. I believe that interaction with teams is beneficial for all because you get to learn from each other in several cases when it comes to guessing care. Team efforts bring a lot of learning for the whole team and doesn’t limit the experience to just one person. I have been a great team player since my early career due to which I enjoy team sessions.
15. What Is Your Management Style For An Upset Guest?
The basic rule for dealing with an upset guest is to listen to them first. There have been times when guests show their frustration at times on the front desk. After listening to their complaint, I show empathy to help diffuse the tension built. Guests feel heard when this happens. To make up for their frustration, I add on a complimentary service in the shape of food like dessert or anything possible in the capacity. In winters, I mostly add a cup of black coffee while in summers, I usually add a poolside juice as per the requirement. It does give us a few brownie points in return and the guest is happy too!
16. What Is Your Work Management Style?
I am an organized person overall so I don’t have to make any extra effort while managing. If I foresee a hectic day, I make sure that I have my checklists with me to make sure that I don’t forget any important tasks. Sometimes a guest in need of help can distract me from tasks that are why I always use checklists to make sure. I do not hesitate in asking for help from my supervisor if there is any extra load on me.
17. Describe A Situation In Which You Delivered Exceptional Customer Service.
Before working as Front Desk Officer, I was working at an online fashion store. Once the order was returned since it had a defect in one of the sleeves. It was very rare since that business was always selling top-notch quality. The customer was super angry about her purchase and wrote several emails on this matter. I called her personally and offered a refund with a gift voucher that she could use for the next 6 months online. She was so happy that she left positive reviews on the website and the Facebook page too.
18. How Would You Ensure That Hotel Guests Feel Welcome?
As a front desk officer, I am standing on the front line when a guest checks in at the restaurant. Smile- it’s the first rule when dealing with real-time customers! I would make sure that I greet the guests with a smile and warm welcome. I should have a positive attitude with eye contact so that they feel welcomed at the hotel. I would not hesitate in asking for their feedback at their checkout or even if I bump into them in the hallway!
19. In Your Opinion, How Should A Front Desk Officer Deal With Other Departments Of The Hotel?
It’s always a team effort to serve a guest nicely! The team should act as a saviour to all the other departments. For example, if a guest isn’t happy with the housekeeping and the housekeeping department isn’t able to calm the residing guest, then the front desk should intervene. The best solution here is to immediately offer a new room to the guest and this decision only resides with the team, not with the housekeeping staff. So the team needs to support a healthy and natural relationship with all the other department teams of the hotel.
20. What Is The Advantage Of Using Hotel Management Software?
Hotel Management Software is an excellent way to spend money since it is effective, saves time, provides convenience and avoids things like double booking and other minor mistakes that prove to be hazardous in the long run. Precise billing and accurate receipts can be generated since there is little room for human error when a computer is being used. Such software is an economical and efficient way of supervising a business establishment.
21. What Are The Different Types Of Rooms?
There are a total of 8 types of rooms in hotels and are dependent on the stars. Types include:
- Single:A room assigned to one person. May have one or more beds. The room size or area of Single Rooms is generally between 37 m² to 45 m².
- Double:A room assigned to two people. May have one or more beds. The room size or area of Double Rooms are generally between 40 m² to 45 m²
- Suite: A parlour or living room connected with one or more bedrooms. (A room with one or more bedrooms and separate living space.)The room size or area of Suite rooms is generally between 70 m² to 100 m².
- Twin:A room with two twin beds. May be occupied by one or more people. The room size or area of Twin Rooms is generally between 32 m² to 40 m².
- King: A room with a king-sized bed. May be occupied by one or more people. The room size or area of King Rooms is generally between 32 m² to 50 m².
- Queen:A room with a queen-sized bed. May be occupied by one or more people. The room size or area of Queen Rooms is generally between 32 m² to 50 m².
- Double Twin:A Room with two double (or perhaps queen) beds. And can accommodate two to four persons with two twins, double or queen-size beds. The room size or areas of Double-double / Double Twin rooms are generally between 50 m² to 70 m².
- Cabana: This type of room is always adjoining to the swimming pool or has a private pool attached to the room. The room size or area of Cabana Room Types is generally between 30 m² to 45 m².
22. How Many Sub-Departments/Sections Are There In The Front Office?
There are a total of 7 services that together make up the front office of any hotel. It includes Reception, Cashiering, Guest Service, Night Auditor, Telephone, Bell Desk and Uniformed Service.
23. What Are Front Office Goals And Strategies?
3 basic goals are used worldwide for Front Office. It includes:
- Complete guest check-in or registration process under 10 Min.
- Complete Guest Check-out less than 5 Min.
- Collect 100 % Guest feedback form from all guests. Etc.
24. What Is An ARR Or ADR?
ADR (Average Daily Rate) or ARR (Average Room Rate) is a measure of the average rate paid for the rooms sold, calculated by dividing total room revenue by rooms sold.
25. What Is Revpar And How Is It Calculated?
RevPARStands for Revenue per available room. The formula for RevPAR calculation: RevPAR = Total Room Revenue / Total Number of Available Rooms for sale.
We wish you all the best for the interview as a hotel front desk. Dress nicely and look presentable for your first impression. Try to reach the location a little before the scheduled time so that your professionalism and seriousness in the field is shown. Be the best version of your professional side because you will be representing the face of the hotel to guests you walk into your reception desk. These 25 questions are surely going to help in acing the first round of interviews as a psychologist. Good luck!