The below-given Front Desk Representative interview questions provide a snapshot of what type of questions to ask during the interview in order to assess the skills, approach, and knowledge required for the profile. Similar designations include Guest Relations Manager.

Front Desk Representative Interview Questions

Front Desk Representative is the first person you will meet at the reception of a corporate office or at a hotel’s reception. They are the “face” of an organization and have a huge impact on client satisfaction.

In general, success in this position is not dependent on a particular educational background. Even though there are companies that prefer a relevant education for senior-level roles, it is generally better to focus on actual skill and experience.

While interviewing, you should modify questions according to your need. However, there are a few key skills you should look for. Problem-solving and client services are generally the most important, complemented with a professional and positive attitude, multitasking and critical thinking skills.

Behavioral questions

• Share an experience when you lost your patience with a client.
• Tell me about a time when you had to make a difficult decision in absence of your supervisor.
• How do you handle a furious customer?
• Tell me about a time when you faced a challenging situation where a colleague was at fault. How did you handle it?
• Have you ever disagreed with your manager’s point of view? What were the consequences?
• Have you ever lost a dissatisfied client? What happened and what did you learn?

Role-specific questions

• Explain the process of accepting and distributing deliveries in your last job.
• How do you prioritize your tasks?
• Share your experience with POS systems?
• Define excellent client service?
• How do you calculate RevPAR?

Operational and Situational questions

• Your employee is late for a meeting with a guest who has arrived already. How would you handle the situation?
• If you are on a call with a client and another client walks in, what would you do?
• If there are more than one clients who are complaining at the same time, how would you handle the situation?
• How do you ensure that customers feel welcomed?