Question Bank: Hospitality

Are you looking for your purple squirrel in Hospitality? Not to worry, we here are ConveyIQ by Entelo are here to help with some questions that can help you locate your purple squirrel!

Below, you will find questions divided into sub-categories for Hospitality.

Concierge

1. Describe a situation in our job as Concierge in which you were expected to keep the line moving or production at a specific level.
2. Have you had to convince a hotel guest who disagreed with your point of view?
3. Have you set and reached your career goals as a Concierge? If so, how? If not, how do you plan on reaching them?
4. How do you keep track of what your employees are doing as a Concierge? Tell me about a time when you used a new system as a Concierge.
5. How do you manage balancing multiple simultaneous demands? Give me an example.
6. It is often difficult to make an unpopular decision, knowing it’s not possible to please everybody. Have you ever made one of these decisions as a Concierge? Tell me about it.
7. Jobs differ in how closely people work together. When have you been satisfied/dissatisfied with how closely you’ve had to work with others? Why? Give an example.
8. Suppose the hotel manager asks you to promote a local entertainment, event that you did not believe in. How would you handle this?
9. Tell me about a situation at work when you had to take on something unexpectedly.
10. We are looking for someone who might grow into achieve concierge at some point. What qualities do you have that make you a great candidate for this edition?
11. We have a strict policy that hotel employees do not become involved with our guests. Suppose you became aware that one of your colleagues was socializing inappropriately with a hotel guest. How would you have a situation?
12. What are some of the most difficult writing assignments you have had in our job as Concierge? Explain.
13. What are the most important qualities for a concierge to display?
14. What are the most important qualities to you in achieve concierge?
15. What did you like best/least from your last concierge job?
16. What have you done recently to develop professionally as a Concierge?
17. When considering the job description of this concierge position, list three of the most important attributes for success.

Hotel Front Desk

1. All front desk employees are expected to complete rooms status reports every two hours. Suppose you became aware that a coworker was submitting false reports. What would you do?
2. All front desk employees are expected to keep the front desk area tidy. What if you were aware that one of your coworkers was not tidying the area and the customer lodged a complaint. How would you handle this?
3. All jobs have their frustrations and problems. Describe some specific tasks or conditions that have been frustrating to you as a Hotel Front Desk. Why were they frustrating?
4. Can you please compare your verbal skills to your writing skills?
5. Describe a situation in our job as Hotel Front Desk in which you were expected to keep the line moving or production at a specific level.
6. Do you have long- and short-term goals for your department as a Hotel Front Desk? How did you set them?
7. Have you ever made a decision involving the allocation of funds? What were your considerations?
8. Have you worked in positions that required phone communication?
9. How do you ensure that the front desk is stocked with the items that he needs before the guests arrive?
10. How do you spend your free or leisure time?
11. How have you been able to convince a hotel guest when she/he did not agree with you?
12. It’s hard to "stay on top" of everything going on in an area. Describe a time when you didn’t observe a developing problem. What happened?
13. Of which writing assignment or achievement are you proudest?
14. Please elaborate about the skills and qualifications that you have for this post?
15. We have all forgotten something important at one time or another. Suppose hotel guests requests a wake-up call and you forgot. The irate hotel guest is now lodging a complaint to your manager. How would you handle the situation?
16. What are the five most important traits for front desk position?
17. What do you know about the roles and responsibilities of front desk staff in a hotel?
18. What is your experience with accounting and verifying cash, shift activity keys, gift certificates and wireless Internet cards?
19. What job specific tasks have you performed in your previous organization?
20. Why did you leave your last job as a Hotel Front Desk?

Hotel - Guest Experience

1. Can you please tell us about occupation specific tasks that you have undertaken in your previous organization?
2. Describe a time when someone failed to provide satisfactory service to you. How could that person improve his or her performance in that particular situation?
3. Describe a time when you had to deal with a difficult guest-relations problem.
4. Do you consider yourself a team player?
5. Give an example of one thing that is important in building repeat-customer business.
6. How do you handle any unsatisfied and irate customer?
7. How do you think our guests would describe you and your work?
8. How have you been able to convince a hotel guest when she/he did not agree with you?
9. How well do you communicate with others? What communication techniques do you use?
10. How would you define guest satisfaction?
11. Talk about a time when you were unable to help the customer with their problem – what was the issue and how did you handle the situation?
12. Tell me about a time that you helped resolve a particularly difficult customer issue.
13. Tell me about a time when you needed to work as part of a team to satisfy a guest.
14. Tell us about your previous work experience in customer service.
15. What do you enjoy about working in customer service?
16. What do you know about this hotel's services?
17. What have you done at your present/last company to increase revenues, reduce costs, or save time?
18. What have you done to be a better serve our guests?
19. What specific process do you go through when a guest is dissatisfied?
20. What type of customer service systems have you used? What is your level of familiarity with them?
21. What type of schedule are you looking to work?
22. What type of team structure have you worked within in the past?
23. What type of team structure suits you best?
24. What types of behaviors do you find most annoying or frustrating in a guest? How do you handle those behaviors?
25. What would you do if a customer was angry or unhappy?
26. Would you be available to work additional shifts
27. Yes is the word guests like to hear. However, if you had to say "no," how would you do it?

Most Popular Questions

1. How have you established priorities to implement a new vision or directive? Give an example.
2. Some jobs provide the opportunity to be creative and figure out new ways to accomplish tasks. Tell me about a time when your job offered just the right amount of creative opportunities. Why was that the right amount?
3. We have a strict policy that our hotel employees do not become involved with our guests. Suppose you became aware that one of your colleagues was socializing inappropriately with a hotel guest. How would you have a situation?
4. What information do you use to stay informed of the competition? Tell me about a time when you used this information.
5. What jobs have required you to work at a fast pace and still maintain quality standards?

Restaurant - Wait Staff

1. Have you ever any experience for such kind of job?
2. Have you ever taken charge in restaurant in an emergency or when it was suddenly busy?
3. How can you convince customer for another choice if his/her choice is not available at that time?
4. How can you entertain customers?
5. How can you explain menu items before customers?
6. How can you handle a problematic customer?
7. How do you ensure all the details are attended to for a great dining experience?
8. How have you established priorities to implement a new vision or directive? Give an example.
9. How have you prepared yourself for this role as a Waiter or Waitress?
10. May we contact your previous employer for reference?
11. Some jobs provide the opportunity to be creative and figure out new ways to accomplish tasks. Tell me about a time when your job offered just the right amount of creative opportunities. Why was that the right amount?
12. Sometimes our coworkers pressure us to go along with an idea, even though we don’t think it is a good one. Tell me about a time when this happened to you as a Waiter or Waitress.
13. What are the basic rules for waiters?
14. What do you know about service and different types of menus?
15. What information do you use to stay informed of the competition? Tell me about a time when you used this information.
16. What is the most difficult part for being a waitress/waiter?
17. What is your capacity to entertain customers?
18. What jobs have required you to work at a fast pace and still maintain quality standards?
19. What kind of sauces do you serve when the customers ask for shrimp?
20. What types of forms do you regularly complete in our job as Waiter or Waitress? Tell me about one of the most difficult or important forms you have had to complete.