Going for an interview at a hotel? Along with dressing smart, you need to prepare for the questions your interviewer will ask. Here are the most common hotel interview questions (and example answers).
1. Why were you interested in this job role?
2. What do you think the roles and responsibilities of this job are?
3. Do you have any experience working in a hotel?
4. What is a concierge?
5. Why do you want to work at this hotel?
6. Describe a time you had to deal with an unhappy customer.
7. Have you been on our hotel's website? What do you think?
8. How would you feel about working night shifts?
9. What does excellent guest service mean to you?
10. Where do you see yourself in five years?
1. Why were you interested in this job role?
This is a common hotel interview question because the interviewer will want to know why you applied. Most importantly, the interviewer will be looking for staff who are interested in working there for the long term. Managers want hotel staff who want to grow with the company.
Have an answer prepared because this is a popular question and it can show your interviewer you have a serious interest in the job.
Example Answer: Since leaving school, I've been interested in working in a hotel so I was really interested when I saw this vacancy. As you've seen from my CV, I've held other types of front-of-house jobs and I believe I have the experience and skills to put myself forward for this job.
2. What do you think the roles and responsibilities of this job are?
The interviewer will want to see if you've read the job advert properly and not just applied because you were interested by the salary. Before the interview, read over the job advert. It's a good idea to try and remember what they're looking for because you can use it to create example answers and show you're a great candidate.
Example Answer: As a hotel receptionist, I expect the job responsibilities to include: helping guests check in and out, I will be answering the phones and helping guests with any queries or problems they have. As it's a front-of-house position, the receptionist is the first-point-of-contact for anyone visiting the hotel so they need to be at their best at all times.
3. Do you have any experience working in a hotel?
Working in a hotel is demanding work and you're also interacting with guests. Hotel managers want employees who have the skills and experience to work in a hotel. If you have any prior experience, talk about it in your interview, tell them what roles you've worked in and how long you were there for.
If you don't have any work experience in a hotel, refer to examples where you've worked front-of-house in other establishments (like a shop, cinema, restaurant, etc). Refer to any jobs where you've had to work with customers.
Example Answer: I have never worked in a hotel before but I worked as a waitress for two years at a restaurant in the middle of town. It was very busy and because it was 4 stars, we had to be dressed smartly and provide a high quality service at all times. From this experience, I believe I am accustomed to working front-of-house and working with customers. As I am used to dealing with unhappy customers, I know how to stay professional and help fix a customer's problem.
4. What is a concierge?
There are specific job roles you will only find in a hotel and some interviewers will be interested to see how much you know about hotels and how they work. Spend the time to research and understand the different hotel jobs.
Example Answer: A concierge is responsible for helping guests book tours and trips, they can give advice on the best places to visit.
5. Why do you want to work at this hotel?
Your interviewer will want to know why you've expressed interest in working with them. Is it because they're a world renowned hotel chain? Do you like how it's an independent hotel and has it's own personal charm? Before you go to the interview, make sure you have an answer prepared for this question, it's a very common question.
Example Answer: As Hilton is a world renowned brand I was really interested in applying for t
he vacancy. I have stayed at the Hilton hotel in London a few times and I've always enjoyed my stay, I appreciate the high quality service it offers.
6. Describe a time you had to deal with an unhappy customer.
Just like in restaurants, hotels also get unhappy customers, some worse than others. In a hotel, hotel staff are responsible for fixing customer problems but it's also important they do so professionally. Thanks to TripAdvisor and other review sites, it's easy for customers to review a hotel and you don't want to be named and shamed.
If you haven't worked in a hotel before, that's fine, refer to another time you had an unhappy customer. As this is one of the most popular hotel interview questions, have an answer prepared.
Example Answer: When I used to work in a restaurant, there was a time where a customer was unhappy with the steak he had ordered. He was unhappy with how it had been cooked and when he called me over, he acted like it was my fault. I remained calm and listened to what he had to say, then I offered him some solutions, I could take it back to the kitchen or give him an alternative meal. He asked for me to take it back and I did, I asked the chef to cook another steak to the customer's specifications and brought it out. The customer said he was happy with the changes and appreciated I had gone to the extra effort.
7. Have you been on our hotel's website? What do you think?
More hotels are making an effort to create helpful websites. Hotel websites can be used to promote the hotel and be used by customers to book rooms. They need to be flawless. Your interviewer will likely use this question to see if you have made the effort to search for them online and spent time navigating through the website. If you get this question, it's worthwhile to have a list of things you liked and didn't like.
Example Answer: I really like how the hotel is presented on the website, the videos available were great selling features and the FAQs have plenty of information. The only thing I would suggest changing was the booking form. It looks a bit old and it's very long.
8. How would you feel about working night shifts?
Hotels are open 24/7 so they require their staff to work night shifts. Hotel staff need to be available to help guests, do check-ins and check-outs, and ensure the hotel continues to run smoothly. It's important you show your availability.
Example Answer: Yes I'm available to work night shifts. What is the general rule of working night shifts, would I be expected to do a limited number a month?
Tip: Ask questions in your interview, it shows the interviewer that you're interested in the job.
9. What does excellent guest service mean to you?
As hotel staff are constantly working with guests, it's important they provide excellent service at all times.
Example Answer: To me, excellent guest service means showing guests that you're always available to help with any problems and you greet people with a smile. It's all about going the extra mile for guests.
10. Where do you see yourself in five years?
Managers want staff who are looking to grow with the hotel and are interested in progressing through the career ranks. If you show a real interest in developing a career in the hotel industry, you can improve your chances of getting the job.
Example Answer: I'm interested in developing a career in hotel management. One day, I would like to transfer to different hotels around the world to gain experience in different countries too.
Make sure you look the part!
Along with preparing yourself with the most common hotel interview questions, you need to be dressed smartly for the interview. Remember, most hotel jobs are front-of-house and you will be expected to look professional.
Hotel staff are expected to wear appropriate footwear at work. It's recommended you wear supportive and slip-resistant shoes to help reduce the chance of slips, trips and falls at work.
We have a wide range of slip-resistant hotel shoes available.
Download a copy of our Free guide on how to improve a hotel guest's enjoyment.
With this free guide, you can tailor your interview answers toward your great customer service skills and show your potential employer that you are the perfect candidate for the job by offering them a few ideas on how to make the customer's stay as enjoyable as possible.
