Anticipating some frequently asked hotel interview questions
You’ve been called for an interview at a hotel. Finally it seems you’ve got that opportunity to get into the hotel you want to work at. Once you’ve completed your interview preparation which includes dressing smart; meaning wearing attire appropriate for the occasion, you concentrate on how to make those first impressions that will land you that job. Looking good is a start, but what you say, and how you say it matters a great deal. Anticipating the frequently asked interview questions and knowing how you’ll frame your responses will ease the pressure that comes along and make you appear confident.
What made you apply for this job?
A sure-fire early question, intended to ascertain how serious you are in working with them and if it is a long-term aspiration. Your answer sets the tone and may determine how the interview will progress. Lots of candidates say “I like to meet people’ and grin…hoping that the answer will please the interviewer. It won’t. You might be told to look for a sales assistant job at a duty free shop at the airport - where you get to meet people as well. Not really a good start. An example of a good answer would include mention of ‘How the industry would enable you to develop yourself – both professionally and as a person’, or if you have already worked in hotels; that you have been keen to work in a hotel whilst still in school, and how interested you were when you saw this vacancy, because you firmly believe you have the experience, skills and attitude to raise your hand for this job.
Are you aware of the job’s role and its responsibilities?
This seemingly straight forward ‘open – ended’ question usually ends with a ‘Yes I am’ or ‘No, I don’t’ response from most interviewees. Not the best of replies and, one that inevitably prompts a follow-up question, such as, ‘Can you tell us what you know?’ or ‘So… you don’t have any idea about this job?’
If you have prior work experience and it was not in hotels, a good answer would be ‘I have never worked in a hotel before but I worked as a sales representative for two years (state your period), and because it was an international organisation, we had to dress smartly, be professional and provide a quality service at all times. This exposed me to working with customers and provided me the necessary experience to attend to their needs, including how to handle unhappy customers’.
If you’ve never worked before and you are looking for a job after leaving school recently, that should not be a reason for that ‘No, I don’t know’ reply. Most job advertisements briefly describe the role and responsibilities of the vacant post. Say the interview is to select a hotel receptionist. An example of an answer would be ‘While I have not worked anywhere before, I did research what is involved with this particular job, and as mentioned in your advertisement I read more of it on the internet. I am confident that I can learn what it takes to be a very good first-point-of-contact receptionist in your hotel’. This reveals that you have not only read the job advert properly but also took the initiative to study what it involves.
Why do you want to work at this hotel?
This one’s a very commonly asked question. Firstly; it is meant to find out why you are interested in working with them. Secondly; your answer will reveal if you have done some homework about the hotel? Thirdly; any awareness you may have of certain types of hotels. For instance, if it is a world renowned hotel brand, you might say that ‘by working in a chain hotel, you have more opportunities to improve and learn, receive international work exposure and be able to move up the ladder’. If it is an independently-run hotel, you can explain that you might have ‘more freedom to learn hotel operations ‘across-the-board’ with greater creative opportunities’.
What do you think of our website?
This is a relatively new question that is tossed around at interviews. It simply boils down to finding out if the candidate had taken the initiative to visit the hotel’s website –particularly if the available job is for the hotel’s front desk. Anyways, it demonstrates a greater desire by the applicant to be better informed about the place he / she is seeking employment at. Briefly describe how you navigated the site and how informative it was. Don’t judge or be critical. If pressed to say what you disliked, offer your ideas as helpful tips for consideration.
If you were the senior receptionist, what would do you do when a colleague is not pulling their weight and is putting in less effort?
If you have worked previously in hotels this could be the question. This duel-question is aimed at finding out if you posses a right attitude to approach a situation in a proper manner and digs a little deeper to establish if you have the potential to become a future leader. Hotel work mostly revolves around working as a team. A team is only a team if all the members share a common purpose and contribute equally towards achieving it. A team is not a team if 9 out of 10 team members do all the work – where one member is a mere passenger. Ignoring the colleague’s behaviour tells this person that his / her behaviour is acceptable. You could state this at the beginning and go on to explain how you would handle this matter. One approach is to talk to the person to find out the cause of being slack at work and then give reasons as to why his or her contribution is required. Add that how you ‘communicate may differ depending on the personality of the individual concerned and that above all, you will be courteous and address the issue, not attack the person’. Conclude by stating that ‘failing which you will be compelled to bring it to your immediate supervisor’s attention’.
Ilzaf Keefahs is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry.
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