35 Hyatt Interview Questions & Answers
Below is a list of our Hyatt 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. Compatibility Questions
- 3. COmpetency Questions
- 4. Competency Questions
- 5. Customer Service Questions
- 6. Direct Questions
- 7. Discovery Questions
- 8. Diversity Questions
- 9. Education Questions
- 10. Experience Questions
- 11. Leadership Questions
- 12. Management Questions
- 13. Problem Solving Questions
- 14. Problem SOlving Questions
- 15. Salary Questions
- 16. Scenario Based Questions
- 17. Teamwork Questions
- 18. Trust Questions
Adaptability
1. Often hotel work dictates longer hours, including weekends. Is there any reason that might hinder you from working these kinds of hours?
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 should that be needed. Before answering scheduling questions, it's important to be clear on the expectations at Hyatt 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! If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations. If it turns out their schedule expectations won't work for you, think about what you CAN offer. It's much better to discuss these matters in an interview than for you to commit to a schedule that won't work for you.
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?"
Compatibility
2. What does the word 'hospitality' mean to you?
How to Answer
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.
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."
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. To me, hospitality is truly effective when a customer not only feels taken care of, but plans on returning because of that experience."
Written by Nolan Henry on September 27th, 2021
Compatibility
3. The position you are applying for requires lifting of tables and setting up banquet items, like stacks of chairs. Is there any medical issue that might prevent you from exerting yourself?
How to Answer
Large banquet and catering facilities often need tables moved and other heavy equipment moved into place. The interviewer needs to know that there are no medical limitations on your ability to perform these duties. If there is an issue, be forthright about your limitations.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I do not have any issues that I am aware of, or any hesitations about lifting or moving heavy objects, depending on how heavy they are, of course."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I do have a weight limit of 40obs because of a surgery I had about six months ago."
Written by James McMechan on September 27th, 2021
COmpetency
4. What do you know about the Hyatt guest loyalty program?
How to Answer
Hyatt has a rewards program called, The World of Hyatt, in which they reward their most loyal customers. Most hotels will have guest loyalty, or rewards programs, for regular customers. There are often different programs available for personal, and business customers, and even corporate accounts. Before your interview, visit the Hyatt website and take note of the various offerings available. Talk to the interviewer about the perks and benefits that you noticed. You could also discuss the perks that excited you most.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I was most impressed with the loyalty rewards and generous discounts offered by hyatt when it came to the luxury spa services. I know that if I traveled as frequently as many of your guests do, I would greatly appreciate the offer of a spa discount to help me get some rest."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I know that Hyatt provides exclusive events, and complimentary beverages and snacks for their members, as well as discounts on some of their luxury services. I would love to learn more in detail, when it comes to how guests might qualify for these benefits."
Written by Nolan Henry on September 27th, 2021
Competency
5. 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 Hyatt is profitable. The better you understand, the more likely it is that you will be able to contribute to their bottom line successfully. Keep your response to the point, and easy to understand.
Written by James McMechan on September 27th, 2021
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 Hyatt divided by the total amount of rooms available."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"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 understand additional means of tracking hotel KPIs as well. It's helpful to consider Average Daily Rate and Occupancy Percentage too."
Written by Nolan Henry on September 27th, 2021
Competency
6. Hyatt collaborates with online booking sites. What experience do you have with working with these kinds of entities?
How to Answer
In our digital age, the need to work with third-party booking sites is more crucial than ever. Online booking sites offer their pros and cons for the hotel and travel industry. The interviewer needs to know that you are capable of handling this responsibility and that you will seek to offer the exposure of the hotel through these reservation tools.
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. I would be interested in your thoughts on the use of online booking sites and this hotel."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I believe that the pros of working online sites outweigh the cons. Primarily, third-party sites increases exposure to your hotel, and exposure translates into clientele. On the contrary, while this service fills more rooms, pricing has to lower to stay competitive. Its a constant negotiation that follows the ebbs and tides of the seasons."
Written by James McMechan on September 27th, 2021
Competency
7. In which hotel management programs and software do you have experience?
How to Answer
Every hotel has some sort of data capture system that it uses. 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, RMSHotel, 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 can quickly pick up any programs and that you will take the initiative when it comes to learning theirs.
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 quickly pick up any new programs. Could you share with me which programs you use at Hyatt? I would be happy to get a head start by taking some online tutorials."
Written by Nolan Henry on September 27th, 2021
Competency
8. In which languages are you fluent?
How to Answer
Hyatt is an international hotel company. There is a good chance that you will have multiple languages listed on our resume if this is a skill that you possess. If you do speak additional languages, discuss your proficiency in each language. Are you comfortable as a beginner, or conversationalist, or are you proficient?
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. If I need to, I can get by on them."
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."
Customer Service
9. How do you demonstrate utmost customer care?
How to Answer
Hyatt thrives on being known for its exceptional levels of customer care and attention. The interviewer would like to see how you will actively work to exceed the high standards that will be set for you. 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 James McMechan 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 James McMechan on September 27th, 2021
2nd Answer Example
"Delivering high levels of customer care is my specialty! I am friendly, engaged, and work to accommodate all my guests' 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 reservation at a new restaurant knowing ahead of time the cuisine and atmosphere they prefer."
Written by Nolan Henry on September 27th, 2021
Customer Service
10. Hyatt believes in building quality relationships with our guests. Share with me some ways you might build rapport with a guest.
How to Answer
Hyatt stresses relationship building with each guest. (It is a core value). In the upscale and luxury service environment, the interviewer knows that this ability will be essential to your future success with Hyatt. Reassure the hiring manager that you have the skills to build rapport with a guest, even when they might be difficult or demanding. Be confident as you share.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I believe in building rapport with each and every guest. I love to be positive, smiling, and use the guest's name whenever possible. I think that guests know when an employee is genuine. For myself, I never want the guest to feel that I don't care."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I realize that I will not be able to please every guest as much as I want to. I think that it is even more important to build a relationship with a demanding guest. I try to put myself in their shoes for a bit and serve their needs as best as I can. I also try to get to know them as a person, rather than just a number on a reservation card. A customer knows if you care and will appreciate the extra effort you display to treat them like a normal person. if you do that, the rest of the stay is generally smoother, and you might even make a customer for life."
Written by James McMechan on September 27th, 2021
Customer Service
11. Hyatt Hotels is known for its responsiveness to the customer. We encourage customer feedback. How would you respond if a customer left a negative review of yourself or Hyatt 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, as many potential customers first go online to read reviews before making a reservation. The interviewer needs to know that you understand the importance of a timely response and how crucial it is to manage all reviews professionally. Reassure the hiring manager that you are capable. Be confident as you speak.
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
Written by James McMechan on September 27th, 2021
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 reach out to the customer and first apologize for the misstep, and if the situation could be remedied, I'd ask them if I could right the wrong. And if they were willing, I would follow their lead and recommendations to the letter."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"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."
Written by James McMechan on September 27th, 2021
Customer Service
12. 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
Hyatt thrives on returning guests, referrals, and loyalty programs. This strategy dictates that the hotel chain target former customers who may have stayed in the past, but are not actively using the services Hyatt provides. The interviewer would like to see that you understand the importance of attracting these customers and helping them return. 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 James McMechan 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, for example, I would check to see which shows were playing over the next three months. Then, I would create an invitation to stay with us should they be interested in the show. I might include a promotional deal as well. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
Written by James McMechan 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."
Direct
13. Hyatt is one of the premier brands in the hospitality industry. What do know about us?
How to Answer
Hyatt Hotels and Resorts is a premier hotel chain with over 1150 properties located in 33 different countries. This is a basic opening question that every applicant should be well-prepared to answer. The interviewer wants to gauge how serious you are in making your time with Hyatt into a career rather than just a stop-gap.
Written by James McMechan on September 27th, 2021
1st Answer Example
"Hyatt is a luxury hotel chain that runs both Hyatt hotels and Hyatt Place., with a lot of hotels both in the US and abroad. Your flagship hotel is the Atlanta Regency which was built with the big, open atriums that are a hallmark of many of your other properties. I love that one of your core values is about caring for others so that they can be their best. This is the kind of culture that I want to work for."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I know that every Hyatt I have stayed in has been excellent. What that means is that you are hiring the right people and training them correctly. Your staff is always attentive and professional. I can tell that your employees enjoy working for Hyatt. I want to be a part of that kind of company culture."
Written by James McMechan 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
Hyatt has internal programs to assist employees with career development and leadership training. The interviewer would like to know the ways that you have worked to develop yourself. Reassure the hiring manager that you have an interest in self-improvement. 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. Be enthusiastic about sharing so that the interviewer can feel the passion you have for growing.
Written by James McMechan 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 James McMechan 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. I can hardly wait to see what avenues Hyatt has to offer as I seek to improve my career with new skills."
Written by James McMechan on September 27th, 2021
Discovery
15. At this time, Hyatt is not requiring employees to be vaccinated as a condition of employment, is it an issue for you that you may encounter a guest or employee that is not vaccinated?
How to Answer
Several large hotel chains including Hyatt are not requiring vaccinations as conditions for employment. However, they are requiring all guests and employees to wear masks and abide by any state or local restrictions. The interviewer is doing his best to inform you of the situation, and then to allow you if you desire to proceed with the interview.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am fully vaccinated, and have no issue with wearing a mask. I take the pandemic seriously and its a small matter to mask up. I'd prefer to work with vaccinated people, but I can only take the precautions I can control."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am not vaccinated, but I have no trouble abiding by any condition the hotel places on employees."
Written by James McMechan on September 27th, 2021
Discovery
16. Our hotels host guests who expect a certain degree of luxury when they stay with us. What do you think it means to stay in a luxury hotel?
How to Answer
With luxury accommodations usually come guests who are particular about their experience. The interviewer needs to know that your concept of luxury matches the product they consistently provide. Assure the interviewer that you can keep the high standards that many Hyatt guests expect. Be confident in your answer.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I feel that luxury is a step above what might be normally expected. It is basically a commitment to excellence that one might not find in other hotels or brands. Hyatt prides itself in delivering a better hotel experience. It starts in the attitudes your employees have and their ability to execute those standards as they relate to the guest."
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. Luxury means that every employee is committed to the idea that they will exceed the customer's expectations. I will do my best to make them happy. That might mean learning their preferences, or trying to anticipate their needs."
Written by James McMechan on September 27th, 2021
Diversity
17. Discuss your experience in working and collaborating in a multicultural environment.
How to Answer
Hyatt is committed to diversity and inclusion. But representation isn't just a nominal exercise. Our world is diverse, and having a staff reflect that, is realistic. A breadth of perspective can also be refreshing to any team or organization, especially in the hotel industry, because guests are not monolithic either. And this breadth of experience and perspective are boons for the workplace. not only is cultural sensitivity heightened by a broader representation, but there can be direct benefits as well. Say a guest can only speak Mandarin, for example, having an employee fluent in Mandarin can go a long way. If nothing else, it sends a message about Hyatt's brand of philosophy and intentionality.
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 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."
Education
18. How has your post-secondary education prepared you for this role with Hyatt?
How to Answer
Hyatt is looking to hire the most qualified candidate. 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 by other means which would help you succeed in this role with Hyatt.
Written by James McMechan 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 not only prepared me to work with a team, but they also articulate the greater over all processes by which we can best serve the guests and the brand."
Written by James McMechan 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 Hyatt food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
Written by Nolan Henry on September 27th, 2021
Education
19. How do you keep abreast on tourist and business traveling information?
How to Answer
The world of Hyatt and hospitality is an ever-evolving business. 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, or landmarks, restaurants and other entertainment while they make their stay. Talk to the interviewer about the resources you use to keep informed. You can also ask the interviewer about the resources they use if you want to learn.
Written by James McMechan 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 connected to the ongoing events in this area, as well as other forms of dining or entertainment."
Written by James McMechan 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!"
Experience
20. Have you ever worked in a luxury or upscale environment?
How to Answer
Hyatt prides itself in presenting a luxury experience for its guests. The interviewer needs to know if you understand the quality of excellence that will be demanded of you in your new role. 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 James McMechan on September 27th, 2021
1st Answer Example
"I have five years' experience in a retail environment. But our target clientele was generally upper middle class. But I have an immense amount of sales training, all of which stressed the importance of exceptional service, no matter who your clientele is. I look forward to learning from Hyatt and rest assured, will be a highly professional addition to your esteemed team and brand."
Written by James McMechan 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 service excellence. I am looking forward to bringing my skills to work each day at Hyatt."
Written by James McMechan on September 27th, 2021
Experience
21. You have applied for a position in our Food/Beverage Department. What other restaurants have you worked in?
How to Answer
Hyatt has always had high-end restaurants that provide the ultimate dining experience. The interviewer needs to know that you are able to cater to the needs of a luxury diner. This is a wonderful opportunity for you to share your skillset and experience in fine dining establishments. Be enthusiastic about your ability to perform to a high level of expectation.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I worked in the five-diamond restaurant of XYZ as a server, and wine steward. I have several years of experience in luxury dining and know how to perform in an environment that requires a great deal of attention to detail."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have had several years of experience in fine dining at several restaurants in the city. I worked for XYZ during the past two years as a lead server and wine sommelier. I love to talk about wines and find that my guest loves it when I make recommendations for them. I know I can serve the guests of Hyatt with a professional dining experience."
Written by James McMechan on September 27th, 2021
Experience
22. The position you have applied for requires a mastery in sales. Share with me what sales experience you might have.
How to Answer
The sales department of Hyatt focuses on filling every hotel room with the members of conventions and companies. The interviewer needs to know that you have the skill set to accomplish the task. Reassure the hiring manager of your abilities in sales. This is a wonderful opportunity to show the qualities of a great sales consultant. 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.
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 hyatt."
Leadership
23. How would you react if a celebrity checked into our resort?
How to Answer
As a luxury hotel chain, Hyatt is accustomed to entertaining high-profile guests. The interviewer would like to know that you will not go into full-fledged fan mode, should a celebrity come for a stay at Hyatt. 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.
Written by James McMechan on September 27th, 2021
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."
Written by James McMechan on September 27th, 2021
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."
Management
24. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
How to Answer
It's important for a manager to be part of implementing a strategy and budget for the hotel they manage. 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 in which you have experience. If you do not have experience with budgeting or financial planning, 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 Hyatt."
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 with me more about the budgetary requirements in this role?"
Management
25. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
How to Answer
Hyatt, like other luxury hotel chains, has a strict personal appearance code. 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. Chances are, they are well-groomed and approachable. 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.
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 wouldl handle it with tact and sensitivity, just as I would any other constructive 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. All of our staff members agree to a standard of presentation when they take the job, so if nothing else, I always have that that to fall back on, should the situation escalate."
Written by Nolan Henry on September 27th, 2021
Problem Solving
26. What would you do if a guest accused the housekeeping staff of theft?
How to Answer
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.
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. Instead, 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 include 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 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?"
Written by Nolan Henry on September 27th, 2021
Problem SOlving
27. Tell me about the worst guest you have ever dealt with, and how you managed that situation.
How to Answer
Hyatt strives to make sure that every guest is satisfied, but there are times when a customer's expectations are not met. Guests will complain, be nit-picky, snarky, and at times, downright rude. Luckily, these experiences are not the norm, and you get to choose how you react. Show the interviewer how you manage an unruly guest. Be clear about protecting the employees from abuse, but also your ability to finesse a situation so that it doesn't escalate. Discuss a time when you have been in an awkward situation, and how you bettered it.
Written by James McMechan on September 27th, 2021
Answer Example
"I once had a guest dislike their appointed room so much that they threw their suitcase at the bellman! This was unacceptable behaviour, and it put me in a difficult place. I know I can't expect employees to tolerate abuse, and I also wanted to deescalate the situation too. And more than that, I also don't want guests to see that we are okay with that kind of behavior, or that they have to share a space with this sort of behavior either. So I politely let him know that we do not tolerate abuse, but that if he would calm down, we could find another room for him, which we did. I then met with the employee that he attempted to assault, and ensured that I would take care of this. So after he checked out I informed him that he won't be able to stay at our hotel again. I think it's critical to send the message to both the team and the guests that we live by the golden rule, and I can't expect quality work from people who are subjected to dehumanizing behavior nor can I prove a quality experience for guests if this sort of situation is allowed to carry on; it hurts everybody in the long run. Luckily this is an extreme example, but I don't think Hyatt would want to tolerate an abusive guest either."
Written by James McMechan on September 27th, 2021
Salary
28. Hyatt offers a very competitive salary package. What are your salary expectations?
How to Answer
Having a salary compensation conversation can be difficult to have with a prospective employer, but it is necessary. The interviewer would like to know how your expectations align with the compensation the position actually pays. This is a wonderful opportunity to receive information on salary and other benefits, such as insurance, retirement plans, and vacation pay. Talk to the interviewer about other factors that are important to you when considering a new job. As you dialogue, be respectful and optimistic about your willingness to receive a fair compensation package.
Written by James McMechan on September 27th, 2021
1st Answer Example
"Several factors are important to me when taking a job. Compensation is a driving component but so is the company mission, culture, benefits, and employee perks. I am looking to have an easier commute than I currently experience so that I can improve my work/life balance."
Written by James McMechan on September 27th, 2021
2nd 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
Scenario Based
29. Hyatt believes in providing a safe environment for guests and employees. What would you do if you found an unsafe situation?
How to Answer
Every hotel chain has a responsibility to provide a safe and secure place for guests to reside in. The interviewer needs to know that you uphold this trust, and will be appropriately responsive to unsafe conditions. Reassure the hiring manager that you are proactive about maintaining a safe environment for both your employees and your guests.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I know that part of my responsibility will be to watch out for unsafe conditions. For example, If I found a place with water on the floor, I would try to correct it immediately, even if it meant mopping it myself. I would warn guests nearby and put out appropriate signage. I believe that I have a moral responsibility as a person to keep an accident from happening, and a legal one to protect the hotel from a potential lawsuit."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Safety is so important. Part of my responsibility in my previous position was to ensure that the parking lot lights were always operational and to coordinate with maintenance when they needed changing. I think that safety and security aren't always what happens inside the building, on the outside as well."
Written by James McMechan on September 27th, 2021
Scenario Based
30. How would you handle a co-worker who was acting unprofessionally towards our guests?
How to Answer
The interviewer is asking you a hypothetical question to get a feel for your ability to handle a potential situation.Perhaps a co-worker is not performing how they should be, yet, you may not be the manager or supervisor. 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 was. 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 so that she was not inadvertently communicating disdain for the clientele."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"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."
Written by James McMechan on September 27th, 2021
Teamwork
31. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
How to Answer
Hotels have multiple departments including Housekeeping, Front Desk, Food and Beverage just to name a few. The interviewer knows that you will be required to work with employees and supervisors from other departments on a daily basis. The hiring manager needs to know that you can get along with others, put any departmental agendas aside and meet the needs of the guest. Reassure the interviewer that you recognize the importance of working well with others. 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 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 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 brainstorming 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."
Written by Nolan Henry on September 27th, 2021
Trust
32. Are you applying for any jobs with Hyatt 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 excited about this particular 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?"
Trust
33. This job requires that you adhere to a strict personal appearance standard, is there any reason why you might not be able to do so?
How to Answer
Almost every position in a hotel requires a uniform with personal appearance standards. The interviewer needs to know if there is any issue that might prevent you from abiding by the guidelines. For example, some positions require hair length, no tattoos, or piercings of any kind. This is a great opportunity to have a conversation about what the specific guidelines are, and whether you are comfortable with them. If you have questions, ask! A clear understanding will avoid issues and embarrassment later.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I do not have any problem cutting my hair, or shaving off my beard should the hotel require this. I would like to know what the specifics of your personal appearance standards are so that I can process this information."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have a tattoo on my forearm that I received while in the military. I was hoping that there might be an allowance for this in the personal appearance standards. Could you share with me the details?"
Written by James McMechan on September 27th, 2021
Trust
34. Hyatt screens every applicant with a background check and drug screen. Is there any issue that we should be made aware of?
How to Answer
Every hotel chain performs some sort of background check and in this day and age, drug screenings are very common. The interviewer is trying to give you a heads up in case there is an issue that might prevent you from passing. If there is a problem, it is always best, to be honest, and forthcoming with the hiring manager. If there is no issue, then this question should be answered directly with confidence.
Written by James McMechan on September 27th, 2021
1st Answer Example
"There are no issues that way. I do not smoke or use drugs, so I expect to pass with no problems."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am not aware of any issues. I have been taking some cold medication, but I look forward to having whatever tests performed so that I can pass and be cleared for employment."
Written by James McMechan on September 27th, 2021
Trust
35. The position you have applied for requires reliable transportation to and from work. Are there any issues that we need to be aware of?
How to Answer
Every employer wants to know that the applicant can get to work and get home with reliable transportation at their disposal. This is a standard interview question. Anser the hiring manager with confidence. Show your excitement about the possibility of working for Hyatt."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have no issues this way. And I look forward to getting started."
Written by James McMechan on September 27th, 2021