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Loews Hotels 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
Have you ever worked in a luxury or upscale environment?
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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.
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1.
Have you ever worked in a luxury or upscale environment?
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.

Rachelle's Answer #1
"I have five years' experience in a retail environment; however, in more of a mid-level range when it comes to the cost of goods sold. I have an immense amount of sales training, all which touched on the importance of exceptional service, no matter who your clientele is. I look forward to learning from Loews Hotels, Inc. and rest assured, will be a highly professional addition to your esteemed team and brand."
Rachelle's Answer #2
"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."
2.
Are you applying for any jobs with Loews Hotels competitors?
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.

Rachelle's Answer #1
"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 very excited about this particular opportunity and look forward to the next round of interviews."
Rachelle's Answer #2
"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?"
3.
Do you believe Loews Hotels 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 Loews Hotels, Inc. 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 Loews Hotels, Inc. 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.
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."
Anonymous Answer
"I had a guest who came down to the restaurant to make a dinner reservation at a specific time that we, unfortunately, did not have. She was making a scene in the restaurant, and the managers could not control her. When I arrived, I introduced myself, and the lady started to yell at me. I asked her if she wouldn't mind if she and I could go sit down in the other lounge and discuss a resolution. She accepted and started to cool down a little bit. I offered her two other alternative times that she denied. I offered her a dinner reservation in the other restaurant we had, which she refused. I then offered to make her a dinner reservation at our sister property, which doesn't usually accept guests from our hotel. She loved that idea if I could do it, as she had tried to go there. I also promised her that I would have transportation to and from that restaurant for her. We need to remain very calm and understand that it is not personal. Angry guests might have had a worse day than we had. Offering constant alternatives will most likely result in a positive outcome."
Rachelle's Answer
Your example shows immense self-control, and great customer care. Well done!
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5.
How do you keep abreast on tourist and business traveling information?
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 from out of town, looking for special events, landmarks, and other impressive things to take in, and do. Talk to the interviewer about the resources you use to stay in-the-know. You can also ask the interviewer about the resources they use if you want to learn.

Rachelle's Answer #1
"I am a member of the local Chamber of Commerce. This membership ensures that I network with the best of the best, and am always up to date on what is coming up in our city from hot new restaurant openings to galas, to theatre events."
Rachelle's Answer #2
"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!"
6.
In which hotel management programs and software do you have experience?
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 can quickly pick up any programs and that you will take the initiative when it comes to learning theirs.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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 Loews Hotels, Inc.? I would be happy to get a head start by taking some online tutorials."
7.
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 Loews Hotels, Inc. 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 Loews Hotels, Inc. 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 Loews Hotels, Inc. 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."
8.
What would you do if a guest accused the housekeeping staff of theft?
Loews Hotels, Inc. 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 Loews Hotels, Inc. 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?"
9.
In this role with Loews Hotels 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."
10.
Loews Hotels has KPIs to meet. Do you have any sales training?
Loews Hotels, Inc. runs on a strict set of KPIs, of which most of the staff are aware. Because of this, the hiring manager wants to ensure that you understand the basis of sales and that you will view every guest interaction as an opportunity to upsell.

KPI's at Loews Hotels, Inc. may include:

- Occupancy rates
- Average income per room rental
- Revenue per available room
- Revenue per occupied room
- Average spend per guest on food & beverage
- Average spend per guest on gift shop items

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! Have you taken any online sales courses recently?

Rachelle's Answer #1
"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%."
Rachelle's Answer #2
"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 Loews Hotels, Inc.."
11.
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 Loews Hotels, Inc. 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."
Anonymous Answer
"A luxury holiday is a place where the environment is luxurious, the staff is attentive to my needs and I will feel relax and pampered."
Rachelle's Answer
Sounds lovely! Good answer.
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12.
How has your post-secondary education prepared you for this role with Loews Hotels?
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 Loews Hotels, Inc..

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 Loews Hotels, Inc. food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
13.
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."
Anonymous Answer
"I handle highly discerning guests with the most care. I keep a log on all the guests' needs. I used to Google most of my guests to see if I could find any specific details about their preferences that would help me WOW them during their stay."
Rachelle's Answer
It sounds like you know how to deliver exceptional service! The interviewer should be impressed.
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14.
How would you respond if a customer left a negative review of yourself or Loews Hotels 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 Loews Hotels, Inc.? If so, in that case, I would follow their lead and recommendations to the letter."
Rachelle's Answer #2
"I am sure Loews Hotels, Inc. 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."
Anonymous Answer
"First, I would comment back to the reviewer immediately, asking the guest to contact me directly. I would then ask the guest to explain to me in detail what happened during their stay for them to give us a negative review. I would then ask them to give me 24 hours to investigate on my end. I'd then assess the feedback and decide whether to re-invite them back to the property, buy them dinner, or do nothing."
Rachelle's Answer
Good steps! I have reworded this slightly.
"If a customer left a negative review online, I would comment back, asking them to contact me directly. Then, I would ask the guest to explain in detail what happened during their stay. Next, I would ask them to give me 24 hours to investigate the situation and come back with a resolution. If the investigation showed a need to make amends, I would extend an olive branch such as re-inviting the guest to come back for a better experience or buying them dinner."
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15.
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 Loews Hotels, Inc..

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."
Anonymous Answer
"Hospitality is the art of reading guests' emotions and anticipating their needs, making them feel safe and that we are taking care of them well."
Rachelle's Answer
100% love this answer!
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30 Loews Hotels Interview Questions
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Interview Questions
  1. Have you ever worked in a luxury or upscale environment?
  2. Are you applying for any jobs with Loews Hotels competitors?
  3. Do you believe Loews Hotels should collaborate with online booking sites? Why or why not?
  4. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
  5. How do you keep abreast on tourist and business traveling information?
  6. In which hotel management programs and software do you have experience?
  7. What is RevPAR, and how do you calculate it?
  8. What would you do if a guest accused the housekeeping staff of theft?
  9. In this role with Loews Hotels you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?
  10. Loews Hotels has KPIs to meet. Do you have any sales training?
  11. Describe for me your idea of a luxury holiday.
  12. How has your post-secondary education prepared you for this role with Loews Hotels?
  13. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
  14. How would you respond if a customer left a negative review of yourself or Loews Hotels online?
  15. What does the word 'hospitality' mean to you?
  16. How would you handle a co-worker who was acting unprofessionally towards our guests?
  17. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
  18. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
  19. What do you know about the Loews Hotels guest loyalty program?
  20. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
  21. Discuss your experience in working and collaborating in a multinational environment.
  22. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
  23. Are you able to offer flexibility in your schedule?
  24. How would you react if a celebrity checked into our resort?
  25. How would you build rapport with a guest who intimidates you?
  26. How have you demonstrated a focus on personal development and career progression in the past six months?
  27. How do you demonstrate high levels of customer care?
  28. Do you consider yourself of good style and taste?
  29. In which languages are you fluent?
  30. Is compensation the most important factor for you when taking a new job?
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