Interview Preps
Top 20 Hotel Receptionist Interview Questions & Answers

Receptionists are the frontline staff in any given hotel and are charged with the responsibility of making a first impression of the hotel to any guest. They are responsible for handling appointments with clients, serving the clients and solving their problems politely. Employers use specific questions at interviews to establish whether you are right person for the job in terms of personnel traits and capacity to solve complex problems. Here are the 20 hotel receptionist interview questions, why they are asked and what you should say to give concise but accurate responses.
What do you know about yourself?
Reason: Answering this question increases the chances of the interviewer to learn more about your professional experience, personality, adherence to the position and more.
Answer:
I have customer service experience for 4 years, good communication interpersonal skills and most importantly, a zeal of improving customer experience.
Tell me why do you wish to become a hotel receptionist?
Reason: Managers would like to see how badly you want the job, and how passionate you are about hospitality.
Answer:
I like interacting with people, and this position involves the term hospitality, which means that the employer expects the best from their employees.
https://youtu.be/KOrI1VGT9ZA?si=0S0OemFe3wzbajP5
What do you know about our hotel?
Reason: Checks your concern with the specific hotel and level of preparation.
Answer:
I see that your hotel is famous for instance great customer service and I appreciate the company values that are striving for luxury and being eco-friendly.
Tell us the way you would engage with a complicated or unsatisfied client/customer?
Reason: Tests your problem solving skills and inter and intrapersonal skills in terms of how you will handle stress.
Answer:
I will not lose my temper, first I will listen to them, then I will say sorry and try to quickly solve the problem to their satisfaction.
How do you manage your time when you are dealing with several activities at the same time?
Reason: Tests for the realistic career readiness including the staffs’ capability to work under pressure.
Answer:
I prioritize the important issues, maintain my working schedule, and apply such necessary tools.
https://youtu.be/UUr47gLNZPw?si=SEg3NLDdcbP-6up1
Which kind of software or system have you known about the hotel management?
Reason: The employers need to know if you possess the relevant technical skills to do the job.
Answer:
Currently, I have hands-on experience with [list software, for example, Opera or RoomKeyPMS and manage bookings and payments and track guest records.
In your opinion how would you handle a guest who showed up without reservation and was insistent on receiving a room?
Reason: A course that challenges you in terms of flexibility and the ability to tackle an unexpected scenario.
Answer:
I would first see if I could accommodate this request, second, if not, provide an option that could work and third, make sure to be polite to the person while doing so but make sure to set their expectations properly.
What is the best customer service you have ever offered?
Reason: Highlights your willingness to do the extra for the guests.
Answer:
Something that I personally did was correcting a booking mistake by offering an available room and providing other complimentary amenities to the guest before they arrived.
Client relations signify dealing with sensitive information from guests, how do you deal with it?
Reason: Helps make sure that you know the context regarding privacy and confidentiality in the sector.
Answer:
I always respect hotel policies and practices and confidential information of the guest which includes personal data.
Can you describe the actions that would have been taken if you discovered two reservations in the same day?
Reason: Tests your problem-solving skills and how keen you are when solving a problem.
Answer:
I would explain the situation to the guests including an apology for the general inconvenience, proffer plans to correct the situation such a shifting the guests to better rooms and ensure that proper action has been taken so that such event would not be repeated again.
How do you ensure that the professional image is retained when working under pressure?
Reason: Helps check a person’s stamina in situations that require a lot of patience and perseverance.
Answer:
I do not lose my composure, look for the positive way out and take breaks if I feel overwhelmed.
In regard to bookings and payments, how do you avoid making mistakes?
Reason: Tests your accuracy and accountability of handling financial transactions.
Answer:
Accuracy involves verifying entries, limiting use of unreliable systems and checking documents and records for agreeable totals.
The last question that most employers ask the applicants is ‘Why should we hire you over other candidates?’
Reason: Enables you to provide necessary details about yourself and send signals of self confidence to the employer.
Answer:
I come with certain advantages, for instance, good communication and past experience responding to guests’ complaints, thus would be of value to your organization.
What would you do to market the services offering in the hotel?
Reason: You are judged on the extent of services you are able to sell to guests and add to their experiences.
Answer:
I would find out their needs, then enroll them to services that would make their stay more comfortable such as up gradation of their room, food orders etc.
When recruiting for the position of a hotel receptionist what do you think is most essential?
Reason: Allows you show what you know about the core qualities needed to cope with the role.
Answer:
Guest satisfaction must mean good communication and a friendly professional demeanor.
How do you respond to language barriers with guests or clients?
Reason: Tests your flexibility and your interpersonal skills when it comes to a diverse framework.
Answer:
I translate special terms, gestures, and turn to my colleagues for help in case of coming across the unfamiliar terminology.
Have you ever considered your possible actions in an emergency situation?
Reason: Tests your efficiency when it comes to slow and steady thinking and behaving during crunch time.
Answer:
I once had to successfully guide guest evacuation during a fire alarm without causing any panic among the guests.
How do you ensure that you are informed on the different trends in the hospitality industry?
Reason: Demonstrates your concern towards learning and trend in the particular area of the industry.
Answer:
The sources I use include certified magazine and newspapers, taking workshop/taking part in cyber hospitality forum.
Regarding the case if one of a particular guest reports that another guest is unruly or causingsse problems, what would you do?
Reason: Challenges your conflict in management and negotiation abilities.
Answer:
I would listen, then try to spy on them and resolve the conflict in a way that would keep everybody spirited.
What five year plan do you have for yourself?
Reason: Evaluates your lifelong career objective and your passion to work in the hospitality industry.
Answer:
Through operations within the hospitality industry I envision myself, perhaps, moving up the ranks towards a position that allows me to have direct input in guest feedback and my team’s performance.
Conclusion
It’s important for every job seeker preparing for a particular interview to understand the nature of that particular job to be interviewing for, and therefore in this case, being prepared to undertake a hotel receptionist interview involves preparing for a job that requires technical expertise, customer care skills, computer literacy, organizational skills as well as good communication skills. Coping with these questions and answers will present you in a good light as a competent and effective worker in casing and solving problems associated with guest service to your hotel. An approach that belongs to a confident and prepared candidate will be highly appreciated in the hiring process.
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