Front Desk Representative interview questions and answers
This Front Desk Representative interview profile brings together a snapshot of what to look for in candidates with a balanced sample of suitable interview questions. Similar job titles include Guest Relations Manager.
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10 good Front Desk Representative interview questions
- What do you do to ensure guests feel welcome while waiting?
- If you had to deal with more than one customer who is complaining at the same time, how would you handle it?
- If you are on the phone with an important customer and another important customer walks in, what do you do?
- An employee at your company is late for an appointment with a guest who has already arrived. How would you handle this situation?
- How do you calculate revpar?
- How do you define excellent customer service?
- What is your experience with POS systems?
- How do you prioritize tasks?
- Describe the procedure of accepting and distributing deliveries in your previous job.
- Tell me about a time you lost a dissatisfied customer. What did you learn? Did you take any steps to win them back?
Here are 10 essential interview questions and sample answers to help identify the best candidates for this role.
1. What do you do to ensure guests feel welcome while waiting?
Making guests feel welcome is essential for a positive first impression.
Sample answer:
“I greet every guest with a warm smile, offer them a seat, and provide reading materials or refreshments if available. I also keep them informed about any delays.”
2. If you had to deal with more than one customer who is complaining at the same time, how would you handle it?
Handling multiple complaints simultaneously tests multitasking and diplomacy.
Sample answer:
“I would acknowledge both customers, ask one to wait for a moment while I address the other’s concern, and then switch my attention. If possible, I’d seek assistance from a colleague.”
3. If you are on the phone with an important customer and another important customer walks in, what do you do?
This question gauges the candidate’s ability to manage multiple priorities.
Sample answer:
“I’d politely ask the caller to hold for a moment, greet the customer who walked in, and then return to the call, ensuring both feel valued.”
4. An employee at your company is late for an appointment with a guest who has already arrived. How would you handle this situation?
Handling such situations requires tact and professionalism.
Sample answer:
“I’d apologize for the delay, offer the guest a comfortable place to wait, and perhaps a refreshment. I’d then discreetly contact the employee to check their ETA.”
5. How do you calculate revpar?
Understanding of industry-specific metrics is crucial.
Sample answer:
“RevPAR is calculated by multiplying a hotel’s average daily room rate by its occupancy rate.”
6. How do you define excellent customer service?
This question assesses the candidate’s service orientation.
Sample answer:
“Excellent customer service means meeting the needs of our clients and customers efficiently, in a friendly manner. It’s about creating an experience that leaves them satisfied, valued, and heard.”
7. What is your experience with POS systems?
Technical proficiency is key for this role.
Sample answer:
“I’ve worked with several POS systems in my previous roles, including Square and Shopify. I’m comfortable processing transactions, handling returns, and generating sales reports.”
8. How do you prioritize tasks?
Time management is essential for a Front Desk Representative.
Sample answer:
“I start by categorizing tasks based on urgency and importance. I then create a to-do list and allocate specific time blocks for each task.”
9. Describe the procedure of accepting and distributing deliveries in your previous job.
Understanding of logistical tasks is important.
Sample answer:
“Upon receiving a delivery, I’d check the items against the invoice, sign for them, and then distribute them to the respective departments or individuals. Any discrepancies were immediately reported.”
10. Tell me about a time you lost a dissatisfied customer. What did you learn? Did you take any steps to win them back?
This question assesses accountability and problem-solving.
Sample answer:
“A guest was unhappy with their room. Despite my efforts, they checked out. I learned the importance of proactive service. Later, I sent them a discount offer for their next stay as a goodwill gesture.”
What does a good Front Desk Representative candidate look like?
An ideal Front Desk Representative is personable, organized, and can handle high-pressure situations with grace. They should possess excellent communication skills and be adept at multitasking.
Red flags
Beware of candidates who lack interpersonal skills, resist feedback, or are unfamiliar with basic office software. A Front Desk Representative should be adaptable and prioritize customer satisfaction.
Front Desk Representative Interview Questions
Front desk representatives are the first person that will greet you at a hotel’s reception or the entrance of a corporate office. Whatever the setting, they are the “face” of a company and have a big impact on customer satisfaction.
Generally, success in this position doesn’t depend on a specific educational background. Although there are employers who prefer a relevant degree for senior positions (e.g. in the hospitality industry), it’s usually better to focus on experience and actual competencies.
While interviewing, you should adjust questions to the needs of the position. There are, however, core competencies you could look for at any case. Customer service and problem-solving are usually the most important complemented with a positive and professional attitude, critical thinking and multitasking skills.
Let’s summarize some of the questions and add a few more divided into specific types.
Operational and Situational questions
- What do you do to ensure guests feel welcome while waiting?
- If you had to deal with more than one customers who are complaining at the same time, how would you handle it?
- If you are on the phone with an important customer and another important customer walks in, what do you do?
- An employee at your company is late for an appointment with a guest who has already arrived. How would you handle this situation?
Role-specific questions
- How do you calculate revpar?
- How do you define excellent customer service?
- What is your experience with POS systems?
- How do you prioritize tasks?
- Describe the procedure of accepting and distributing deliveries in your previous job
Behavioral questions
- Tell me about a time you lost a dissatisfied customer. What did you learn? Did you take any steps to win them back?
- Have you ever disagreed with your manager’s instructions and what happened?
- Describe a time you were faced with a difficult situation where a co worker was at fault. How did you handle it?
- Have you ever faced a raging customer?
- Tell me about a time you had to make a decision while your supervisor was away. How did it go?
- Was there a time you lost your patience with someone?