35 Four Seasons Hotels Interview Questions & Answers
Below is a list of our Four Seasons Hotels interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Table of Contents
- 1. Adaptability Questions
- 2. Ask The Interviewer Questions
- 3. Competency Questions
- 4. Customer Service Questions
- 5. Direct Questions
- 6. Discovery Questions
- 7. Diversity Questions
- 8. Education Questions
- 9. Experience Questions
- 10. Job Satisfaction Questions
- 11. Leadership Questions
- 12. Management Questions
- 13. Salary Questions
- 14. Scenario Based Questions
- 15. Teamwork Questions
- 16. Trust Questions
Adaptability
1. In this role with Four Seasons Hotels you will be required to multitask between various duties and departments. Share with me how you plan to do this.
How to Answer
The interviewer would like to know that you can successfully juggle multiple high-stakes responsibilities at a time. When you feel torn between a variety of projects or tasks, share how do you decide which one needs your attention the most. Assure the interviewer that you can be diligent when it comes to assessing your priorities while still completing all of your work on time.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am proficient at taking on multiple tasks from various departments. Assuming that the projects all have varying levels of urgency, I first stop to determine the value of each task and prioritize them from there. This prioritization method ensures the best productivity, and that revenue is optimized."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"It's essential to have team members that you can rely on to step in when you become too busy. The same applies to being cross-departmentally trained. I am not afraid to ask for assistance when needed and appreciate being in-the-know when it comes to being able to assist my co-workers in other departments."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Second, a good relationship with the team is also my job, and it will be a good experience to experience the work-related process,
and I have the experience to do bar and kitchen duties at the same time."
Chad's Feedback
Ask The Interviewer
2. We are attempting to find the best candidate who will be the best fit for our company, but it is equally important that you know if we are a right fit for you. Do you have any questions you wish to ask?
How to Answer
The Four Seasons needs to make sure they are hiring the right employee, and the employee has to make a decision if the hotel chain is right for them. The interviewer is trying to offer you an opportunity to ask questions so that you can make the best possible decision.
Written by James McMechan on September 27th, 2021
Answer Example
"I appreciate the opportunity to ask questions. I would love to know a little bit more about the benefits package that you offer."
Written by James McMechan on September 27th, 2021
Competency
3. How do you keep abreast on tourist and business traveling information?
How to Answer
It is essential that you stay on top of the travel happenings in your region. As an employee of an upscale hotel, your guests will often be looking for special events, landmarks, and other impressive notables to experience. Talk to the interviewer about the resources you use to stay informed. You can also ask the interviewer about the resources they use if you want to learn.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I am a member of the local Chamber of Commerce. This membership ensures that I network with the people who know about upcoming events or notable restaurants, galas, theatres and other activities in our city."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"Currently, I have a Google alert set up with our city's name. This way, I am always alerted to a new event, festival, or restaurant grand opening. I would love to hear about your favorite resources as well. It's always better to be in the know!"
Competency
4. What is RevPAR, and how do you calculate it?
How to Answer
There are many KPIs to keep an eye on, in the hotel industry. RevPAR stands for Revenue Per Available Room. The interviewer would like to know that you have an understanding of how Four Seasons Hotels is profitable. The better you understand, the more likely that you will be able to contribute to their bottom line successfully. Keep your response to the point, and easy to understand.
1st Answer Example
"I have received training in hotel KPIs and understand REVPAR to be Revenue Per Available Room. To calculate this, I would take the total room revenue of Four Seasons Hotels divided by the total amount of rooms available."
2nd Answer Example
"RevPAR is the total room revenue over the total amount of rooms available. For instance, if Four Seasons Hotels earns $100,000 per day divided by your 200 rooms, your REVPAR is $500. I have a great understanding of additional hotel KPIs such as Average Daily Rate and Occupancy Percentage."
Competency
5. In which hotel management programs and software do you have experience?
How to Answer
There are a variety of programs that hotels use, and the usual suspects are often listed in job postings for hotels and resorts. These programs may sound familiar to you:
- Hotelogix
- RMS Hotel
- Preno
- SmartHotel
Share with the interviewer the programs that you have used. If you are new to the hotel industry, you can discuss any CRM, Point of Sale, or other customer tracking database with which you are familiar. Assure the hiring manager that you are gladly able and willing to learn any programs they might use.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am new to the hotel and resort industry but have worked in retail before where a customer management system was in place, as well as a robust point of sale system. I am confident that I can study your system and learn it quickly."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have used a couple of hotel and resort management programs in the past. Primarily, I have worked with Hotelogix. I like that it is cloud-based and can be integrated with online booking systems as well as travel agencies. I am tech savvy and confident in my ability to pick up any new programs quickly. Could you share with me which programs you use at Four Seasons Hotels? I would be happy to get a head start by taking some online tutorials."
Customer Service
6. How do you demonstrate high levels of customer care?
How to Answer
Four Seasons Hotels thrives on being known for their exceptional levels of customer care and attention. The interviewer would like to see how you might measure up to their expectations. Excellent customer care goes beyond doing precisely as your expected, and it's more than having a smile on your face when the hotel guest is looking. Customer care means that you actively seek out the opportunity to deliver more than the standard. Share with the interviewer how you have done this in the past.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I demonstrate high levels of customer care by remembering important details of the guest. Their names, the names of their children, food allergies, entertainment preferences, and things of the sort. When a guest arrives and feels like I have their back, they are more relaxed and primed to have a much better stay."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"Delivering high levels of customer care is my specialty! I am friendly, engaged, and I do my best to accommodate the guest's needs. I will always find a way to make their stay more relaxed and more comfortable, whether that is taking their drycleaning across the street, ordering their Towncar with ample time to spare, or making a recommendation for a restaurant I'm sure they'd enjoy."
Written by Nolan Henry on September 27th, 2021
Customer Service
7. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
How to Answer
With high-end, luxury accommodations usually come guests who are particular about their experience. The interviewer needs to know that you recognize this and have the attention to detail needed to accommodate the clientele. Think about encounters that you have had with highly demanding guests and share one of two specifics about how you met their demands. Assure the interviewer that you can keep professional composure when it comes to fussy customers.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I would handle a demanding customer with the utmost professionalism, first with active listening, and then delivering above their expectations. In my current role, I keep highly detailed notes of every guests' needs and preferences in our customer management system. The next time they visit, I am one step ahead and ready to impress."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have spent many years working in the resort, hotel, restaurant, and other customer service-based industries. In my present role, I have encountered demanding customers who needed extra attention about an issue that they were facing. For example, one of the guests had a small puppy which we agreed to have walked each morning so that the client could not have to do that. That's just a small example of how I have gone above and beyond a customer's expectations."
Written by James McMechan on September 27th, 2021
Customer Service
8. How would you respond if a customer left a negative review of you or Four Seasons online?
How to Answer
In our digital age, with so much riding on our online reviews, it's imperative that negative reviews see a swift and adequate response. Some businesses will hire experts to handle their online reputation. These online reputation management services are precious to companies, such as hotels and resorts, where many potential customers first go online to read reviews before making a reservation.
If this situation has happened to you before, you could give an example; however, be careful not to draw too much attention to the negatives and focus primarily on the positive outcome.
Experts suggest the following when dealing with negative online reviews:
- Respond quickly to any reviews that are reasonable or understandable
- Do not become defensive
- Give a brief public response then offer a more personal private response if possible
- Address the most important parts of the feedback
- Reinforce the fact that you care about your quality and customer experience
1st Answer Example
"I would be upset to see a negative review online because I put so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would ask the customer how I could win them back. Do you have an online reputation team at Four Seasons Hotels? If so, in that case, I would follow their lead and recommendations to the letter."
2nd Answer Example
"I am sure Four Seasons Hotels has an effective protocol in place when situations like this occur. If a customer wrote a bad review online, I would respond if it was appropriate to do so. I put a great amount of pride in the customer service that I deliver, and hope that every one of my customers leaves thrilled with the service they received."
Written by Nolan Henry on September 27th, 2021
Customer Service
9. What does the word hospitality mean to you?
How to Answer
Hospitality is the act of service bestowed from one individual to another and as such, it is the very heartbeat of the Hotel business. The interviewer understands what hospitality means, and now they want to see that you know the nuances behind providing excellent levels of hospitality to the esteemed guests of Four Seasons Hotels.
Written by James McMechan on September 27th, 2021
1st Answer Example
"There is a famous quote by Maya Angelou that says, 'People will forget what you said, forget what you did, but people will never forget how you made them feel.' To me, hospitality is making my guests feel comfortable, cared for, and welcomed. They should always leave with a smile on their face, knowing they received the utmost care and respect. I look forward to bringing this kind of attitude of service to the Four Seasons."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"When a guest is smiling, appears relaxed, and tells me that they are coming back or recommending the hotel to a friend, I know that I have delivered utmost hospitality. Being hospitable is not just about delivering on a quality experience, but ensuring they'll be back to make it again."
Written by Nolan Henry on September 27th, 2021
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Jaymie's Feedback
Customer Service
10. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
How to Answer
Guests will complain, be nit-picky, snarky, and at times - downright rude. Situations like this are par for the course in the service industry. Luckily, these experiences are not the norm, and you get to choose how you react. Show the interviewer that you are not one to take it personally if a guest is acting out. Discuss a time when you have been in an awkward situation, and how you managed the scene.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I once had a guest dislike their appointed room so much that they threw their suitcase at the bellman. It was the oddest experience for me to see a grown adult throw a tantrum. I politely let him know that we would seek out another room for him, according to his preferences. His behavior was disturbing, yes, but it was important to us that we delivered our 5-star service standards, regardless."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"We once had a couple arrive at our hotel, and unpack their car, when the wife realized that her husband did not pack her suitcase. She was verbally berating him in front of everyone, and the situation was uncomfortable. I empathized with both of them and let them know that we would have the situation fixed before the morning. We put our heads together and decided that our senior service staff member would drive the three hours to their home, to retrieve the wife's bag. He drove the six-hour return trip in the name of customer service. Luckily the situation was saved, as was the husbands' feelings."
Written by Nolan Henry on September 27th, 2021
Customer Service
11. Four Seasons Hotels has KPIs to meet. Do you have any sales training?
How to Answer
Four Seasons Hotels runs on a strict set of performance standards, of which most of the staff are aware. Because of this, the hiring manager wants to ensure that you understand the basics of sales and that you will view every guest interaction as an opportunity to upsell. Share with the interviewer any sales training that you have. If you do not have any formal sales training, refer to on-the-job education you may have received, or even sales-related books you have read. Self-directed education counts too!
Written by James McMechan on September 27th, 2021
1st Answer Example
"Just this month I discovered HubSpot Academy and their free sales courses. I just finished their course on 'Inbound Sales Techniques.' I learned a great deal and was able to apply what I learned already, to boost our average spend per guest by 8%."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Although I do not have formal sales training, I love to read and teach myself new sales techniques. Last month I finished reading Pitch Anything by Oren Klaff, and currently I am diving into Zig Ziglar's Secrets of Closing the Sale. I do understand that each guest touch point is an opportunity to upsell. I look forward to learning more from the training program at Four Seasons Hotels."
Written by Nolan Henry on September 27th, 2021
Direct
12. Are you open to work a flexible schedule?
How to Answer
Hotels are a 24/7 operation, and for that reason, the hiring authority would like to know that they can schedule you for a variety of shifts. There are going to be times when you will be required to be at the hotel long after regular closing hours or over weekends. Before answering scheduling questions, it's important to be clear on the expectations at Four Seasons Hotels and how they operate their shifts. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask.
Written by James McMechan on September 27th, 2021
1st Answer Example
"If you need overtime in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In the hotel industry, I anticipate working over 40 hours per week, especially around the holidays. That said, that comes with some limits as I do value my work-life balance. Could you share with me the expectations for this role?"
Direct
13. What do you know about gaining Four Seasons Elite status?
How to Answer
Most hotels will have guest loyalty, or rewards programs, for regular customers. Four Seasons does not have a traditional loyalty program. However, they do have an invitation-only Elite status available for guests. Before your interview, visit the Four Seasons Hotels website and note the various offerings available to its Elite customers. Talk to the interviewer about the perks and benefits that you noticed. With enthusiasm, you could also discuss the perks that excited you most.
According to the Four Seasons website, the perks of being an Elite member include:
- Complimentary breakfast for two people
- A hotel or resort credit with each stay, valid at the spa or restaurants
- A complimentary room upgrade, guaranteed for your first visit to any property
- Priority room access
- Late check-out - as late as 4 PM
- Complimentary premium internet
- An Elite Contact, who can help you or your travel advisor with anything you may need
Written by James McMechan on September 27th, 2021
1st Answer Example
"I understand that Four Seasons has an invitation-only Elite status for its most loyal members. This Elite status is in place of a traditional loyalty program that many other hotels offer. The exclusivity of gaining Elite status is exciting and sets the Four Seasons apart from other hotel groups. The Elite rewards are generous and include late check-out, complimentary room upgrades, and resort credits up to $200, which can be used at the Four Seasons spas. If I traveled as frequently as your Elite guests do, I would greatly appreciate complimentary spa credit to help me relax."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I know the loyalty program at Four Seasons Hotels offers exclusive events including complimentary beverages and snacks, as well as discounts on some of the luxury service. I'd be interested to learn more about this feature for the guests that would be eligible for this program."
Written by Nolan Henry on September 27th, 2021
Discovery
14. How have you demonstrated a focus on personal development and career progression in the past six months?
How to Answer
The interviewer would like to know the ways that you have worked to develop yourself and your career this year. Self-development is critical for personal growth, and the benefits can be reaped professionally as well. Whether it's listening to podcasts, reading a book, finding a mentor, going to TED Talks, or investing in a workshop, there is a multitude of ways you can work to develop yourself.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I fully believe in the importance of self-development. This year, I committed myself to read one new book a month focused on developing my skills in customer service, hospitality, and sales. I also took a Dale Carnegie workshop. Could you share with me the ways you help your employees grow and develop?"
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"In the past six months, I have taken three online courses related to leadership, and talent management. I believe that personal, and professional development is critical to my success."
Discovery
15. What do you think it takes to be a person of good taste and refinement?
How to Answer
Of course, you consider yourself to be of good style and taste! Now, you do not need to be an interior designer or fashionista extraordinaire; however, the interviewer would like to see that you understand the importance of showing good taste in an upscale environment such as Four Seasons Hotels. Briefly discuss how you would let your good taste shine when it comes to customer interactions.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I know my luxury goods when I see them. Often, I will comment on a customers' watch or other fine accessories, letting them know that I recognize their excellent taste. I have taken some professional butler training as well, so my behavior and comments are always tasteful and discreet."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"I may not be the most stylish person that I know, but I do understand how to put my best foot forward, how to be tactful, tasteful, and professional in every guest interaction."
Discovery
16. In which languages are you fluent?
How to Answer
In this day of international travel, the hotel manager may need to be bilingual. If you do speak additional languages, help the interviewer to understand your level of knowledge by ranking your fluency as a beginner, conversationalist, or fluent, for instance.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I speak English and Spanish fluently, and they are my native languages. I did take French and German in school for a few years, so I have a basic understanding of these languages, and while I'm by no means fluent, I can get by with them when the occasion arises."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I currently speak English only but recently began teaching myself Spanish. I am very much at a beginner level but am happy to fast track my learning to accommodate your Spanish speaking guests."
Discovery
17. At Four Seasons, we believe in supporting community causes through corporate social responsibility. What causes are you involved in and why do you support them.
How to Answer
The Four Seasons chain has an extensive background in corporate social responsibility by supporting various causes and charities in the communities they serve. The interviewer is asking this question to ensure that you share in this vision and will be actively engaged in this endeavor. Think about your past experiences with charities and why you are involved with them. Assure the hiring manager that you are excited to continue this tradition with Four Seasons and you will work hard to extend the influence of the hotel beyond its walls.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I was excited to learn the Four Seasons has a program to conserve resources through water management. I think it's important for business to be intentional about eco-friendly practices. I also believe in being involved locally, which is why I support Habitat for Humanity by being part of the volunteer crew."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am seeking first a hotel group that I am proud to stand behind. One of the reasons I am considering working for the Four Seasons is your reputation for seeing the world beyond the hotel. I love that you are involved in many charities in this community from the American Heart Association, Diabetes, and Alzheimer's 5k run. I want to be a part of this kind of culture."
Written by James McMechan on September 27th, 2021
Discovery
18. Describe for me your idea of a luxury holiday.
How to Answer
There is no right, or wrong, reply to this question. The interviewer wants to get to know you, and what your expectations might be when it comes to a luxury experience. When a question is open-ended like this, it is easy to ramble on, so be sure to stick to a few key points. For instance, discuss where in the world you would go, where you would stay, and how you would like to be treated. Perhaps you can mention which amenities would be available to you, on this ideal luxury holiday.
Written by Rachelle Enns on September 27th, 2021
1st Answer Example
"I would love to stay at the Emirates Palace in Abu Dhabi. Did you know that the project cost $3B to build? It is exquisite. They have a thousand crystal chandeliers throughout the property, as well as fountains, and there are pools everywhere. They also boast a most luxurious spa. I would purchase their 5 1/2 hour spa day which includes a steam body cleanse, pedicure and manicure, full body massage, and a sea salt exfoliating ritual. To me, it sounds like the ultimate luxury holiday."
Written by Rachelle Enns on September 27th, 2021
2nd Answer Example
"Staying with Four Seasons Hotels sounds like a luxury vacation stay, to me. I have not had the opportunity to travel often in my life so the chance to stay here, and experience your luxury spa, fine dining, and relaxing pools would be an incredible experience."
Diversity
19. Discuss your experience in working and collaborating in a diverse environment.
How to Answer
Whether it be your guests or your co-workers, you are sure to find a diverse environment at the Four Seasons Hotels. The benefits of a diverse environment are many. Aside from the potential of challenging monocultural paradigms, diversity also offers a more realistic depiction of the world we live in, and problem-solving changes when a host of varied experience tackles the outstanding tasks. Perhaps a guest speaks exclusively Mandarin. It's helpful to have employees that also speak that language. If nothing else, diversity on the team says something to the guests because it sends a different message than might a narrower field of representation. It can make a diverse range of guests feel welcome too, and if nothing else, it certainly speaks to Four Seasons sense of how they want their brand to be seen. Outline for the interviewer the experience you have working in a diverse environment.
Written by James McMechan on September 27th, 2021
1st Answer Example
"In the past, I spent six months working on a cruise ship where over 200 nationalities were represented. It was one of the most incredible experiences of my life, opening myself up to new cultural experiences. I even learned a few words in various languages. It's important for any workforce to be diverse since it adds to the creativity of the team, and offers a better experience for the customer."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have worked with professionals from all around the world, and appreciate that Four Seasons Hotels offers a diverse environment as well. With guests from all around the globe, to employees that represent a variety of nations, I am happy with what I see here."
Education
20. How has your post-secondary education prepared you for this role with Four Seasons?
How to Answer
Most upscale hotels will prefer to see education within hospitality, travel and tourism, business administration, or something of the like. Walk the interviewer through your post-secondary education, discussing any specific coursework that may relate to this role. If you do not have formal education, you can refer to work experience and/or any training that you have received, or any other means of acquiring relevant skills that would help you succeed in this role with Four Seasons Hotels.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I have a Bachelor's degree in Hotel Management. My best courses were Communication and Presentations Skill as well as Organizational Behavior in Tourism. These courses have given me the tools to help my team deliver services over and above the expectations."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"My on-the-job training includes courses and workshops on Special Events Management, Food Production and Safety, as well as Food Costs and Budgeting. My current employer gave me the opportunity to take these courses, based on my exemplary work ethic. I am confident that I could help the Four Seasons Hotels food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
Experience
21. Have you ever worked in a luxury or upscale environment?
How to Answer
Take a few minutes to bring your resume to life, for the interviewer. Walk them through any experience you have in an upscale environment, being sure to touch on the training you have received. If you have not worked in a luxury environment, express your interest and show a high level of enthusiasm to learn.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I have five years' experience in a retail environment, however, the focus of our business aimed for more of an upper middle class customer. But I have an immense amount of sales training, all which touch on the importance of exceptional service, no matter the client. I look forward to learning from Four Seasons Hotels and improve upon the scale of my service as I know expectations will be elevated for your clientele. But I am more than confident I can meet and exceed expectations in this role."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"I have worked in an upscale resort environment for the past two summers on a work visa. I have also attended some professional butler training which includes discretion, professional etiquette, and excellence in service."
Written by Nolan Henry on September 27th, 2021
Experience
22. Four Seasons has a rich tradition in the hospitality industry, how familiar are you with us?
How to Answer
The Four Seasons runs over 100 hotels in many different countries. The interviewer needs to know that you have enough interest in a career with them to have done some online research. This is a wonderful opportunity to share the things you have researched. Be confident as you share, and excited about the things that you have discovered.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I know that Four Seasons is a luxury hotel chain with properties throughout the world. Your headquarters are in Toronto. the chain was founded by Isadore Sharp. I know that you have a reputation for providing excellent luxury accommodations."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am excited to have the chance to work with one of the premier hotel chains in the world. I know that you are headquartered in Toronto, Canada. The FourSeasons is a name that is synonymous with excellent customer service."
Written by James McMechan on September 27th, 2021
Job Satisfaction
23. The Four Seasons chain is constantly named as one of the best places to work, what qualities do you think create this kind of culture?
How to Answer
The Four Seasons hotel chain is consistently named as an 'employer of choice.' The interviewer knows that the most important resource a hotel has is the employees who work for it. Think about what you believe makes a great company culture. Share with the hiring manager your ideas and show some passion about creating this environment at the Four Seasons.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I believe that a great company culture is made through the relationships I have with employees. When you engage with them, care about them and treat them with professionalism and respect, you can create a positive and warm environment that employees love to work in. I look forward to doing that at the Four Seasons."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"There are many qualities that combine to form a culture, and no single person has exclusive control of that. Its a team effort in part, and also a clear philosophy which helps find the right kind of workers for the team. There is history here too, and a pride that comes with a brand like Four Seasons. However, I think trust is the most critical quality. The guests trust us, and we trust each other, and all other standards spring from that foundation."
Written by James McMechan on September 27th, 2021
Leadership
24. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
How to Answer
Appearances are everything when it comes to the guest services team of an upscale hotel. Before your interview, take a good look at the presentation of the staff at Four Seasons Hotels and note what you see. Chances are, the team looks very well put together, approachable, and well kept. As a manager for Four Seasons Hotels, it would be your responsibility to ensure that everyone on your team arrives to work in the best shape possible.
Written by James McMechan on September 27th, 2021
1st Answer Example
"For the past two years I have worked as a sales manager for a high-end leather goods store where our dress code and appearance expectations are stringent. I fully understand the importance of having a well-groomed team, especially in a luxury and upscale setting. If I need to have a conversation with a team member about their appearance, I will handle it with tact and sensitivity, just as I would any other conversation."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Just last year I had a team member who was not abiding by the dress code. He was showing up with wrinkled clothes, unshowered, and very messy looking. I pulled him aside and asked him if he could return home, and come back asap, abiding by the employee presence expectations. We have all of our staff members initial this part of their employment agreement, so I always have that that to fall back on, should the situation escalate."
Management
25. One of the responsibilities of your position is cost-control. Share with me your experience in this area.
How to Answer
In the upscale and luxury service environment, the costs of goods and services the hotel provides need to be kept in check without minimizing the guest experience. A good hotel manager will be able to negotiate with outside vendors on the price of their goods, attempting to maximize profits. Reassure the hiring manager that you recognize this as part of your duties.
Written by James McMechan on September 27th, 2021
1st Answer Example
"The purchasing director and myself review all corporate contracts for anything that the hotel uses every six months to determine if there are any opportunities for savings. In addition, I have experience in negotiating with outside of vendors for toiletries, and other items to ensure that we shouldn't change to a different purveyor in order to lower our room costs."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I believe that purchasing costs need to be reviewed every few months to ensure that pricing is as effective as possible. I have had training in working with various vendors in our food and beverage department to ensure that everyone is keeping their costs down. At times, we can buy in bulk so as to lower the costs per unit that we pay, and thereby increase the profit that department makes."
Written by James McMechan on September 27th, 2021
Management
26. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
How to Answer
Every hotel lives and dies by the numbers and these reports are crucial in judging performance. The interviewer would like to know more about your exposure to the financial side of the hotel business. If you have experience in strategic planning and budgeting, outline this for the hiring manager, including the size of the budget. If you do not have experience with budgeting or financial plans, think back to what you may have learned during your post-secondary education.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have not had direct involvement in strategic financial planning; however, part of my business degree included courses on financial planning. I am a quick study, and look forward to learning more about the budgetary and planning needs of Four Seasons Hotels."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In my current role, I work alongside the accounting department to ensure that our hiring targets are met, and under budget. Currently, I am responsible for an onboarding budget of $800K per year. Could you share more with me about the budgetary requirements in this role?"
Written by Nolan Henry on September 27th, 2021
Management
27. Four Seasons has a college-accredited Seasonal University Partnership. This allows college undergrads to work in the hotel as interns. How do you feel about managing this kind of program?
How to Answer
The Four Seasons chain offers a Seasonal University Partnership with local colleges to help provide hotel experience to those undergraduates seeking a career in hotel management. The interviewer knows that the hotel manager will be responsible for coordinating this effort. Reassure the hiring manager that you are capable of supporting and leading these kinds of programs.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I think that internships are a wonderful opportunity for the hotel to attract qualified talent and possibly gain future employees. I also think it is a great way for an undergraduate to see if the hotel business is the right fit for them. I look forward to working with these young people to help them in any way I can."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Our hospitality chain has a similar program that utilizes students from the community college. Our restaurant had a steady stream of interns from their culinary school. I would look forward to coordinating these kinds of programs."
Written by James McMechan on September 27th, 2021
Salary
28. What are your salary and benefits expectations?
How to Answer
Having a salary conversation with a prospective employer is a difficult subject to discuss, but it is a necessary one. This I a wonderful opportunity to gather information about what Four Seasons are offering, and what you may need to be motivated to accept their employment offer.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am currently making $128,000 per year with an annual bonus opportunity based on hotel profits and the cost savings that I produce. I am looking for a compensation plan aligned with other hotel management roles in the area and one that provides an opportunity for growth. I look forward to discussing the details of this role so that we can determine a fair compensation plan."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I would love to know more about the compensation package you are offering. I am currently under salary with benefits including medical and vision and dental. I was wondering if you offered a matching 301k plan."
Written by James McMechan on September 27th, 2021
Scenario Based
29. What would you do if a guest accused the housekeeping staff of theft?
How to Answer
Four Seasons Hotels will have its policies and procedures when it comes to guest concerns and complaints. It's crucial that every grievance is documented so that past data on employees and guests can easily be retrieved. If you are new to the hotel industry, try to do some research on how a typical hotel would handle a theft accusation. You can also ask the interviewer to clarify their policy when it comes to stressful situations such as this.
Written by James McMechan on September 27th, 2021
1st Answer Example
"If a guest accused a housekeeper of theft, I would not immediately accept blame, however, I would create an incident report with the description and value of the item. From there, I would run a report on the guest-room lock. Then, set up interviews with all employees who entered the room. Depending on the value of the missing item, I would also offer to get the police involved. Ultimately we would want to resolve the matter. So if necessary, I would ask my corporate office to bring the matter to the insurance team."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am aware that each state has its laws when it comes to hotel liability. I am sure Four Seasons Hotels has a disclaimer posted, and you also offer an in-room safe for every room. Could you share with me your policy when it comes to situations such as this?"
Scenario Based
30. How would you react if a celebrity checked into our resort?
How to Answer
The interviewer would like to know that you will not go into full-fledged fan mode, should a celebrity come for a stay at Four Seasons Hotels. Stars are people too, and they need to know that they can have a relaxing stay, where their privacy is respected. Show the interviewer that you have the emotional maturity to respond professionally in this type of situation.
1st Answer Example
"I have lived in LA the past, and celebrity sightings are quite common. I know that everyone, no matter their status, deserves a great get-away where they feel they can relax. I would not bat an eye if a celeb checked into the resort. I would treat the person the same as any other guest."
2nd Answer Example
"I read online that your resort has seen celebrities such as Selena Gomez, John Hamm, and even former president Obama. I would love to have the experience of checking a celebrity into the resort but, of course, would keep my composure on the outside! I know that everyone should feel safe and relaxed when they are away."
Scenario Based
31. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
How to Answer
Four Seasons Hotels thrives on returning guests, referrals, and loyalty programs. Now, the interviewer would like to see that you understand the importance of return customers. It's time to put your sales hat on! Think of one unique way you could gain the business of a past customer. Dig deeper than sending an email or a promotional item. The hiring manager would like to see some enthusiasm and creativity.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"One way that I would follow up on lost business, or guests who have not returned in more than 12 months would be to research their preferences in the CRM. If I found that they were an Opera fan, I would check to see which shows were playing over the next three months. Then, I would create an email with an invitation to stay with us should they be interested in the show. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"Customer service and sales are my forte. In my current role, I have the CRM to alert me of upcoming birthdays. I then call and wish the customer a happy early birthday and ask if they have special plans for their day. If they do not, I will invite them to stay with us, with a no-charge upgrade. This technique, of course, is reserved for our guests who have stayed multiple times, but have dropped off in the past 12 months or so."
Scenario Based
32. Do you believe Four Seasons Hotels should collaborate with online booking sites? Why or why not?
How to Answer
In this digital age, hotels have had to adapt to the primary ways people book reservations. Because most consumers are using digital technology to find rates and rooms, Four Seasons will have exposure to these third-party sites. While there are pros and cons to using these services, be sure you have researched them so that you can speak intelligently about them.
The downside may be:
- Less revenue for the business
- Steep discounts offered
- Integrating the system with your own CRM
- Less control of customer service standards
The upside may be:
- Fewer rooms are sitting empty
- Help with bookings during slower times
- More exposure for your business
- Some online booking sites will upsell your spa packages, etc
Discuss with the interviewer your thoughts but try to remain neutral if you are unsure of what direction the interviewer at Four Seasons leans.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have primarily worked for hotels who collaborate with online booking sites and have seen both the upside and the downside to this service. Yes, rooms fill at a faster rate; however, there is a significant drop in revenue per room, and it can affect the hotel's overall KPIs. What is the Four Season postion on the use of online booking sites and this hotel."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Emergent systems and technologies are always going to offer a series of potential boons, and at the same time, it is seldom that nothing is lost along the way. Online booking fits comfortably in this push and pull between pros and cons. I am newer to the hotel industry, however, after researching this emergent model, I think that the service could be great during travel lulls, though perhaps not during peak times. Of course I'm open to learn more about this subject and how Four Seasons navigates third-party booking."
Written by Nolan Henry on September 27th, 2021
Teamwork
33. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
How to Answer
Hotels often have multiple departments including housekeeping, food and beverage, security, maintenance, and others. It is the responsibility of the hotel manager to ensure that all departments are communicating efficiently. Talk to the interviewer about the experience you have working cross-departmentally. If possible, give an example of how you diverted a crisis or gave excellent customer service, by actively collaborating with the team members of another department.
Written by James McMechan on September 27th, 2021
1st Answer Example
"In my current role, I work alongside the Human Resources and Accounting departments on a near-daily basis. When I need to hire a new team member, my Front Office department holds a meeting with HR and Accounting to determine the budget, timeline, and process. Positive cross-collaboration is critical to the success of a hotel operation as it takes all of these specialties to make a business run effectively."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"The bulk of my experience is working independently; however, I do meet with my corporate head office on a monthly basis, where we hold brainstorm style meetings. I enjoy the feeling of team collaboration. I look forward to meeting your various teams, and working cohesively with all of the important departments at Four Seasons Hotels."
Teamwork
34. How would you handle a co-worker who was acting unprofessionally towards our guests?
How to Answer
One difficult workplace situation is when a co-worker is not performing how they should be, yet, you may not be the manager or supervisor. The problem is to know when to interfere and when to seek outside help. Talk to the interviewer about a time when you have been in a position like this, and discuss what you did to remedy the situation.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I once worked with a co-worker who unknowingly rolled her eyes a lot. Our guests would be put off, and she wouldn't understand why she continually received complaints. I asked her if she was open to receiving feedback, and she agreed. I went on to explain to her that she was an unintentional eye-roller. She had no idea! We worked together for a few weeks on it, and she eventually retrained herself to no longer make that expression."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"It's important to the reputation of Four Seasons Hotels that everyone is held accountable for their behavior. If the hotel receives a negative review, that could affect my livelihood as well. If a co-worker were unprofessional, I would discreetly pull them aside to discuss my concern."
Trust
35. Are you applying for any jobs with Four Seasons Hotels competitors?
How to Answer
The interviewer would like to know if they will need to compete with other luxury hotels when it comes to hiring you. It always puts a little bit of fire under the hiring manager if they are aware that you are actively looking for a new position. Tell the interviewer about your search so far without disclosing every single detail. It's crucial that you are truthful with your reply as many of these hotels have close HR circles, and exchange information about candidates.
Written by Nolan Henry on September 27th, 2021
1st Answer Example
"I am in the process of exploring opportunities at hotels and resorts that appeal to me; however, I am selective about where my applications go. I have applied to Hotel A, and Hotel B; however, I am particularly excited about this opportunity, and look forward to the next round of interviews."
Written by Nolan Henry on September 27th, 2021
2nd Answer Example
"I am applying to other jobs, and am actively interviewing. I do have a strong interest in your role and am wondering what your timeline looks like for the next round of interviews?"