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Mandarin Oriental Hotel Group Limited 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.
Question 1 of 30
Describe for me your idea of a luxury holiday.
***Note: We do not have professional answers for this career***
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Top 30 Mandarin Oriental Hotel Group Limited Interview Questions with Full Content
1.
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 Mandarin Oriental Hotel Group Limited 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."
2.
How has your post-secondary education prepared you for this role with Mandarin Oriental Hotel Group Limited?
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 Mandarin Oriental Hotel Group Limited.

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 Mandarin Oriental Hotel Group Limited food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
3.
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."
4.
How would you respond if a customer left a negative review of yourself or Mandarin Oriental Hotel Group Limited 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 Mandarin Oriental Hotel Group Limited? If so, in that case, I would follow their lead and recommendations to the letter."
Rachelle's Answer #2
"I am sure Mandarin Oriental Hotel Group Limited 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 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 Mandarin Oriental Hotel Group Limited.

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."
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