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  • Hello, my name is Richard McMunn from the interview training company PassMyInterview.com.

  • And in this tutorial, I am going to teach you how to pass a Hotel Receptionist or Hotel

  • Front Desk Agent Interview. So it does not matter which hotel you are being interviewed

  • for, for this position, please do make sure you watch the tutorial from beginning to end.

  • Take notes because it is my sole aim to make sure you are the STANDOUT CANDIDATE at your

  • interview and you get that job! Now, before I get into the tips and the sample questions

  • and answers. A very warm welcome to this hotel receptionist / front desk interview tutorial.

  • My name is Richard McMunn. That's me there in the center. And I've been helping people

  • for about 20 years now to pass their interviews. We have 223,000 subscribers on this channel.

  • Many of you are passing your job interviews after using the top scoring answers that I

  • am providing. On that basis, please do SUBSCRIBE to the channel by clicking the button below

  • the video. Then you won't miss out on any of the weekly training videos I upload. And

  • I would also appreciate your support if you gave the video a LIKE (thanks!) That always

  • tells me that you enjoy the content and it motivates me to create more for you. Thank

  • you very much. Okay. Let's get into those Hotel Receptionist and Front Desk Interview

  • Questions and Answers. Now, the first interview question is going to be: tell me about yourself

  • why you want to be a hotel front desk receptionist? When you attend the interview, which is most

  • likely to be at the hotel itself, make sure you dress smart and you are also positive,

  • confident and smiley when you arrive at the venue. You will be assessed as soon as you

  • turn up, so it's very important. But in regard to the answer to this interview question,

  • two tips I want to give you before I give you a sample answer. The first one is, in

  • your response to this interview question, be totally customer-focused. Remember that

  • the customer or the guest must always come first! Have a high level of commercial awareness.

  • What I mean by that is, how you act within the role of hotel front desk receptionist,

  • will have an impact on the success or not of the hotel. And also, remember that the

  • needs of the hotel and the guests come above everything else, and we're going to mention

  • this within our response. Number two, if you can work additional or unsociable hours, this

  • will massively work in your favor. So, if your personal life is such that, yes, I will

  • be available at times to come in and help out when needed. That's a big tick for getting

  • this job! Here is my suggested answer to the interview question: Tell me about yourself

  • and why you want to be a hotel front receptionist desk agent? Here we go. “I am a hard-working,

  • customer focused and professional hotel front desk receptionist who fully appreciates how

  • important my actions within the role will impact on the success of your hotel. My personal

  • life is at the stage where I can fully commit to this role and work the necessary unsociable

  • hours needed to provide the excellent levels of customer service needed to help the hotel

  • grow and thrive within this tough industry. I believe I have the necessary customer service

  • skills, the organizational capabilities and the communication and interpersonal traits

  • to make sure all visitors to the hotel have a memorable and enjoyable experience which

  • will service to encourage them to revisit the hotel in the future.”

  • You can either write down that response or if you want to wait, I will tell you where

  • you can download my full set of 21 Hotel Front Desk Receptionist Interview Questions and

  • Answers. The second question of your interview that I would like you to prepare for is, what

  • are the most important skills and qualities needed to be a hotel receptionist / front

  • desk agent? A couple of tips for answering this positively. Read the job advert and then

  • recite the skills that are needed. Providing of course, they are a match for your own skills

  • and qualities. Have a quick look at the job advert before you go to the interview and

  • take a note of the important skills and qualities they are looking for. Also, have a set number

  • of skills and qualities to talk through in your answer, and a good number is 8! If they

  • ask you this question, you would say: “Yes, there are 8 important skills and qualities

  • that you need. I have those and these are…” and then explain what they are. The reason

  • why I want you to give a number is because most of the candidates will sit there at the

  • interview and they will look up into the air and think: “OK, you need good customer service.

  • You have to be polite. You have to be patient and calm, be able to deal with complaints.”

  • They will give a list off the top of their head. However, if you give a set number, it

  • shows that you really do know the skills and qualities needed. And you have already thought

  • about this before you come to the interview! Here is my suggested answer to the hotel receptionist

  • interview question: What are the most important skills and qualities needed in the role? “In

  • my experience, there are 8 very important skills and qualities needed to be a great

  • Hotel Front Desk Receptionist. You need, above all, exceptional genuine CUSTOMER SERVICE

  • SKILLS where you respond to the needs of hotel customers and visitors in a fast, professional

  • and timely manner. You also need a FLEXIBLE approach to your work, be ADAPTABLE & AVAILABLE

  • to work the hours needed, have a CALM and PATIENT approach to dealing with customer

  • queries, and also be able to competently DEAL WITH COMPLAINTS as and when they arise. Finally,

  • you have to have an awareness of hotel COMPLIANCE & SAFETY REGULATIONS, be able to MULTITASK

  • and also have a level of COMMERCIAL AWARENESS.” That means you fully appreciate that the operational

  • capabilities of the hotel must come first, above everything else. So, take out of those

  • 8 really important skills and qualities needed to be a competent hotel front desk receptionist

  • and use them within your answer to that question. Next interview question we need to prepare

  • for: Why do you want to work for our hotel as the front desk receptionist? Pretty much

  • guaranteed to come up during your interview! A couple of tips to help you give a top-scoring

  • answer. Show the interviewer that you have carried out some research into the hotel.

  • And there's a couple of really easy things that you can do to demonstrate that you have

  • done what nobody else will, which is look into the hotel. Now, if you have previously

  • visited the hotel, or if you have friends that visited the hotel before, point out the

  • good bits about the hoteldon't point out any areas of improvement, but point out the

  • good bits. Remember to look at some of the positive TripAdvisor reviews and tell the

  • interviewer what has attracted you to this hotel within the role of hotel front desk

  • receptionist. So quickly go on TripAdvisor, look at the great reviews and see if there's

  • a common theme amongst the reviews. It might be that all the staff are attentive, or the

  • level of service is great. That would be an easy thing to do, is to have a look on TripAdvisor.

  • Remember, during the interview we don't really want to be talking about anything negative.

  • So if there are things that need to be improved. Well, you can say that if they do ask the

  • question, what would you look to change if you came and worked here as the front desk

  • receptionist? Here is my suggested answer to this question. “There are three good

  • reason why I want to work for your hotel. Top of my list is, having looked into your

  • hotel online, the levels of service you offer and also the reviews left by the customers

  • and visitors of the hotel, you clearly insist on only the highest standards. I too have

  • high standards, and I want to work for a hotel where I can put my skills and experience to

  • good use. The second reason is, because the hotel is local to where I live, it will be

  • easy for me to work the hours needed and to also come in to help out and work additional

  • hours when the hotel needs extra support during busy periods or staff sickness. Finally, everyone

  • I have come into contact during the interview and application process has been friendly

  • and welcoming. In addition to the hotel obviously being run extremely well, and the cleanliness

  • of the common areas to a high standard, I would love to work here with the rest of the

  • hotel reception team.” That shows that you have looked into the hotel, you've done your

  • research. And once again, I liked the fact you are stating at the start there's three

  • reasons why I want to come and work here. That tells me that you've considered this

  • carefully and you've already thought about the question before you come along. So you've

  • done your research! Next interview question for hotel receptionist / front desk agent:

  • Give me a few examples of good customer service? If you think now what good customer service

  • you have received in the past and write down a list of really good things. My advice is

  • to list some great examples of customer service you have either provided yourself in a previous

  • role, or where you have received it from someone else. Give examples of going above and beyond

  • what is expected in regard to customer service. So here is my suggested answer to this interview

  • question: Give me some examples of great customer service? Examples of good customer service

  • include going out of your way to help a customer instead of just doing the minimal amount.

  • This might be by taking your time to explain a product or service to them, or even by asking

  • them probing questions to really get to the bottom of their query or question so you can

  • meet their needs. Other good examples of customer service include responding to queries promptly

  • and doing what you say you're going to do. In my opinion, too many businesses and hotels

  • say they will get back to a customer or pass a message on to someone else only for it to

  • never happen. You should also think ahead and resolve complaints quickly and sincerely,

  • and make sure the issue doesn't happen again. Other examples of great customer service include

  • offering discounts or incentives for returning guests. Simple things such as greeting customers

  • with a smile and pleasant gestures that make them feel valued and welcome. Being attentive

  • and genuinely interested in the guests experience and following up with a request for hotel

  • feedback and then thanking customers and guests for taking the time to respond. In my experience,

  • it's the small gestures and the manner in which you communicate them that resonates

  • more positively with hotel guests and customers.” There are loads of examples of really good

  • customer service there. Now, what they might do is ask you a question. This one is very,

  • very common during hotel receptionist and hotel front desk agent interviews, and it

  • is: Describe a time when you went above and beyond what was required? And all hotel owners

  • want people to go above and beyond, because when you do go above and beyond, it serves

  • two purposes. The first one is that guests will come back to the hotel; but secondly,

  • they will go online and leave a really good review. The minute you do something poor at

  • a hotel as an employee, then people are quick to go on TripAdvisor or TrustPilot.com and

  • leave bad reviews! They are more likely to tell people about the negative experience.

  • So, if you go above and beyond, you are genuinely doing what most hotels don't do. Here is my

  • suggested answer. “I can remember working in a previous hotel receptionist role and

  • a guest entered the hotel absolutely drenched because it was raining outside. I immediately

  • asked my colleague to collect some warm blankets and towels for them and to also arrange complimentary

  • tea and biscuits to be sent to their room. This small gesture of being caring and considerate

  • went down positively with the guest and when they eventually left the hotel, they left

  • a glowing 5-star review on Trip Advisor. Sometimes, going above and beyond what is required simply

  • means doing small things that other hotels would not ever consider doing. It’s a great

  • way to show fantastic customer and to also make guest want to return to the hotel time

  • and time again.” Now, you might not have worked in a previous hotel receptionist role,

  • but you could say that you've, you know, seen a situation like that before. And this was

  • a great example of someone going above and beyond. Please do CLICK THE LINK at the top

  • right hand corner of the video. It will take you through to my website PassMyInterview.com.

  • There are 21 Hotel Receptionist and Front Desk Interview Questions and Answers that

  • I'd like you to use during your preparation, in addition to the 5 that I have just given

  • you. On this page, I've carried out the research for you. Those are the ones I recommend you

  • prepare for. They will come up. A lot of them will come up during your interview. If you

  • can prepare yourself for them, you will, you know, be increasing your chances of success

  • at this interview dramatically. I hope you've enjoyed that. My LinkedIn.com connection link

  • is in the description below the video. If you want to connect with me, please do. If

  • you have any questions, put them in the comments section below the video and I will come on

  • and answer them for you. Other than that, I hope you've enjoyed that? Please SUBSCRIBE.

  • Hit the LIKE button! Thank you very much for your support and I wish you all the best for

  • passing your hotel receptionist or front desk agent interview. Have a brilliant day! Thank

  • you.

Hello, my name is Richard McMunn from the interview training company PassMyInterview.com.

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HOTEL RECEPTIONIST / FRONT DESK AGENT インタビューの質問と回答のチュートリアル! (HOTEL RECEPTIONIST / FRONT DESK AGENT Interview Questions and Answers Tutorial!)

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    林宜悉 に公開 2021 年 01 月 14 日
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