6. How important is the knowledge of local area for Front desk executives?
Answer:
Front desk executives play an extremely important role of being the reference point for their guests. The guests often come to us with questions about the surroundings. I always make an effort to be aware of the local area and the city by studying the maps, knowing about the local transport system, reading about local tourist spots. This goes a long way in helping my guests with their queries.
However, there do come moments, when I don't have answers to their questions. In such cases, I ask them to wait while I find the answer for them.
7. How will you handle a client or customer who is unhappy?
Answer:
When you are dealing with people you will also come across negative or unhappy customers. With this question, the interviewer would want to know how you manage these unpleasant situations. To answer this question you can look at your experiences, quote an example from the past and say something like -
"Yes, we do have to face the unhappy customers. Once a customer was not happy with the food. I checked with him and found that the food was spicy for him. I asked the waiter to take that dish away and get him the same dish with less spices and also sent him a complimentary drink. The customer was happy to see this kind of service and left the hotel feeling happy and satisfied."
Such situations need the front office people to be calm and solution oriented.
8. If the hotel manager is not around and a guest has a complaint or a problem. How will you handle that?
Answer:
Ensuring that the guests have a good stay and are satisfied & happy with the service should be the key motto of every hotel employee.
You can say that if a guest has a complaint and the manager is not around, I would listen carefully to what the guest has to say. I would then apologize for the inconvenience caused to the guest and thank them for pointing out the problem. I would then focus on finding a solution to his problem.
If it is anything that needs a permanent solution, I would inform the manager and the concerned people about it so that other guests do not have to face the same problem in future.
9. Why should we hire you?
Answer:
As we discussed earlier, a front desk executive needs to be presentable, pleasant and well mannered. They should be calm in dealing even with the unpleasant situations with an aim to offer the best service to their guests.
The people working at the front desk have to remaining standing for very long hours. This needs them to be physically fit. They should also possess a good memory and be organized to deal with the information regarding so many guests.
Front desk executives play an extremely important role in building up the good image for the hotel or any other facility. It is very important that they are ready to go beyond their responsibilities to make the experience a good one for the guests.
Along with a formal qualification in front desk management, I possess all these qualities. So, I believe that I'm a good fit for this position.
10. Are you willing to work in rotational shifts?
Answer:
The front office executives working in businesses that have guests round the clock are required to work in shifts and you should be open to that.
For corporates with fixed work timings, this question won't arise.
