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Hyatt Interview
Questions

30 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Job Interviews     Companies     Leisure     Upscale Hotels    
Question 1 of 30
Discuss your experience in working and collaborating in a multinational environment.
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How to Answer
Whether it be your guests or your co-workers, you are sure to find a diverse environment with you work for Hyatt. The benefits of a diverse workplace include a more innovative workforce, potential opportunities to explore globally, better culture within the organization, a stronger company brand, and elevated customer service. Outline for the interviewer the experience you have working in a multinational environment.
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1.
Discuss your experience in working and collaborating in a multinational environment.
Whether it be your guests or your co-workers, you are sure to find a diverse environment with you work for Hyatt. The benefits of a diverse workplace include a more innovative workforce, potential opportunities to explore globally, better culture within the organization, a stronger company brand, and elevated customer service. Outline for the interviewer the experience you have working in a multinational environment.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"I have worked with professionals from all around the world, and appreciate that Hyatt 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."
2.
Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
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 Hyatt and note what you see. Is everyone in a pristine uniform? Chances are, the team looks very well put together, approachable, and well kept.

As a manager for Hyatt, it would be your responsibility to ensure that everyone on your team arrives to work in the best shape possible. Express to the interviewer that you are comfortable having these types of conversations with your team. How would you handle the situation, if a team member showed up to work unshowered and unkempt?

Rachelle's Answer #1
"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 constructive conversation."
Rachelle's Answer #2
"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."
3.
Do you believe Hyatt should collaborate with online booking sites? Why or why not?
Online booking sites offer their pros and cons for the hotel and travel industry.

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 where Hyatt stands when it comes to this type of service.

Rachelle's Answer #1
"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 KPI's. I would be interested in your thoughts on the use of online booking sites and this hotel."
Rachelle's Answer #2
"Like all great things, there can also be the con's that come along. Does Hyatt collaborate with online booking sites? I am newer to the hotel industry; however, I would guess that the service could be great during travel lulls but perhaps not during peak times. I would love to know more."
4.
How would you respond if a customer left a negative review of yourself or Hyatt online?
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

Rachelle's Answer #1
"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 Hyatt? If so, in that case, I would follow their lead and recommendations to the letter."
Rachelle's Answer #2
"I am sure Hyatt 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."
5.
What is RevPAR, and how do you calculate it?
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 Hyatt 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.

Rachelle's Answer #1
"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 Hyatt divided by the total amount of rooms available."
Rachelle's Answer #2
"RevPAR is the total room revenue over the total amount of rooms available. For instance, if Hyatt 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."
6.
Do you consider yourself of good style and taste?
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 Hyatt. Briefly discuss how you would let your good taste shine when it comes to customer interactions.

Rachelle's Answer #1
"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 on point."
Rachelle's Answer #2
"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."
7.
What would you do if a guest accused the housekeeping staff of theft?
Hyatt will have their 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.

Rachelle's Answer #1
"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. If the situation were continually pressed, I would ask my corporate office to escalate the situation to the insurance team."
Rachelle's Answer #2
"I am aware that each state has its laws when it comes to hotel liability. I am sure Hyatt 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?"
8.
In this role with Hyatt you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?
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, 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, yet getting all of your work done on time.

Rachelle's Answer #1
"I am very good 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."
Rachelle's Answer #2
"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."
9.
Describe for me your idea of a luxury holiday.
There is no right, or wrong, reply to this question. The interviewer wants to get to know you, and what your expectations may 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 be treated. Perhaps you can mention which amenities would be available to you, on this ideal luxury holiday.

Rachelle's Answer #1
"I would love to stay at the Emirates Palace in Abu Dhabi. Did you know that the project cost $3B to build? I have read about how exquisite it is, with a thousand crystal chandeliers throughout the property, fountains, and pools everywhere, and the 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."
Rachelle's Answer #2
"Staying with Hyatt 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."
10.
How has your post-secondary education prepared you for this role with Hyatt?
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 on-the-job training that you have received, or even skills that you have acquired along the way, which would help you succeed in this role with Hyatt.

Rachelle's Answer #1
"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 gave me a great amount of knowledge in how to best communicate with my team, and guests, always delivering over and above expectations."
Rachelle's Answer #2
"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 Hyatt food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
11.
Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
With high-end, luxury accommodations usually come guests who are very particular about their experience. Are you able to brush it off when a guest is extra fastidious, or do you take the event personally? Assure the interviewer that you can keep professional composure when it comes to fussy customers.

Rachelle's Answer #1
"I handle an extra-discerning customer with utmost care! I listen and do my best to deliver 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."
Rachelle's Answer #2
"I have spent many years working in the resort, hotel, restaurant, and other customer service based industries. I no longer take it personally when a customer is difficult to please. I will do my best to make them happy, learning their preferences and being one step of head of them, at all times."
12.
What does the word 'hospitality' mean to you?
Hospitality is referring to the exchange between a customer and someone in the service industry. 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 Hyatt.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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. The concept is not only being hospitable but also making people want to return again and again."
13.
Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
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 came out of it unscathed.

Rachelle's Answer #1
"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 what looked like 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."
Rachelle's Answer #2
"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 very 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."
14.
How would you handle a co-worker who was acting unprofessionally towards our guests?
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 - do you interfere or do you let it go? 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.

Rachelle's Answer #1
"I once worked with a co-worker who unknowingly rolled her eyes a lot. Our hotel 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."
Rachelle's Answer #2
"It's important to the reputation of Hyatt 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."
15.
Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
Hotels have multiple departments including:

- Housekeeping
- Front Office
- Human Resources
- Security
- Spa & Retail
- Food & Beverage

When it comes to all of these departments (and more!), operations will run smoothly when communication is strong. 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.

Rachelle's Answer #1
"In my current role, I work alongside the Human Resources and Accounting departments on a nearly daily basis. When I need to hire a new team member, my Front Office department holds a meeting with HR and Accounting to determine 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."
Rachelle's Answer #2
"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 Hyatt."
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30 Hyatt Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. Discuss your experience in working and collaborating in a multinational environment.
  2. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
  3. Do you believe Hyatt should collaborate with online booking sites? Why or why not?
  4. How would you respond if a customer left a negative review of yourself or Hyatt online?
  5. What is RevPAR, and how do you calculate it?
  6. Do you consider yourself of good style and taste?
  7. What would you do if a guest accused the housekeeping staff of theft?
  8. In this role with Hyatt you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?
  9. Describe for me your idea of a luxury holiday.
  10. How has your post-secondary education prepared you for this role with Hyatt?
  11. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
  12. What does the word 'hospitality' mean to you?
  13. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
  14. How would you handle a co-worker who was acting unprofessionally towards our guests?
  15. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
  16. What do you know about the Hyatt guest loyalty program?
  17. How do you keep abreast on tourist and business traveling information?
  18. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
  19. In which hotel management programs and software do you have experience?
  20. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
  21. Are you able to offer flexibility in your schedule?
  22. How would you react if a celebrity checked into our resort?
  23. How would you build rapport with a guest who intimidates you?
  24. Have you ever worked in a luxury or upscale environment?
  25. How have you demonstrated a focus on personal development and career progression in the past six months?
  26. How do you demonstrate high levels of customer care?
  27. In which languages are you fluent?
  28. Hyatt has KPIs to meet. Do you have any sales training?
  29. Is compensation the most important factor for you when taking a new job?
  30. Are you applying for any jobs with Hyatt competitors?
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