Interviews Questions by Career
Interviews Questions by Company
Interviews Questions by Topic
Get Started
Interview Coach 1:1
Gain the confidence you need by asking our professionals any interview scenario, question, or answer you are unsure about.
Let Us Review Your Answers
Our interviewing professionals will gladly review and revise any answer you send us. Allowing you to craft perfect responses for your next job interview.
Interview Questions by Topic
Interview Questions by Career
Interview Questions by Company

Ritz-Carlton 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
What would you do if a guest accused the housekeeping staff of theft?
View Answers
How to Answer
Ritz-Carlton 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.
1000s of Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Suggested
Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
All Career Q&As
Answer Examples
1.
What would you do if a guest accused the housekeeping staff of theft?
Ritz-Carlton 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 Ritz-Carlton 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?"
2.
How have you demonstrated a focus on personal development and career progression in the past six months?
The interviewer would like to know the ways that you have worked to develop yourself, and your career this year. With self-development always being a hot topic, you will never find that it's time wasted. 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.

Rachelle's Answer #1
"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?"
Rachelle's Answer #2
"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."
3.
How do you demonstrate high levels of customer care?
Ritz-Carlton thrives on being known for their exceptional levels of customer care and attention. Now, the interviewer would like to see how you feel that your work will measure up to their expectations. Excellent customer care goes beyond doing precisely as your expected, and it's more than having a smile on your face when the hotel guest is looking. Customer care means that you actively seek out the opportunity to deliver more than the standard. Share with the interviewer how you have done this in the past.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"Delivering high levels of customer care is my specialty! I am friendly, engaged, and will never say to a guest, 'No,' or 'I don't know.' 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 hot spot, knowing ahead of time the cuisine and atmosphere they prefer."
4.
Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
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 plans, think back to what you may have learned during your post-secondary education.

Rachelle's Answer #1
"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 Ritz-Carlton."
Rachelle's Answer #2
"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?"
5.
How has your post-secondary education prepared you for this role with Ritz-Carlton?
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 Ritz-Carlton.

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 Ritz-Carlton food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
6.
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."
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 Ritz-Carlton 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 Ritz-Carlton 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 Ritz-Carlton 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.
How would you build rapport with a guest who intimidates you?
In the upscale and luxury service environment, you may come across guests who are intimidating, forward, or difficult. Show the interviewer that you have the smarts, and maturity, to recognize when this is happening, and the ability to overcome whatever factor is causing you to feel intimidated in any way.

Rachelle's Answer #1
"Earlier in my guest services career, I had a couple of visitors who would be very aggressive on the phone with their reservation requests, and I would sometimes get tripped up on my words when they called. I made myself a telephone script related to those specific instances and memorized it. This script helped me to remain on track with my thoughts when those more intimidating hotel guests would call."
Rachelle's Answer #2
"When someone intimidates me, such as an upset customer who is demanding a special request that I cannot give, I will focus less on how I am feeling and more about how they are feeling. I remind myself that they are possibly having the worst day ever. By empathizing with them, the situation becomes less scary, for sure."
9.
Is compensation the most important factor for you when taking a new job?
The interviewer would like to know how much emphasis you put on pay when considering a new position. In addition to compensation, there are many other factors to a fulfilling career in the hospitality industry. These other factors may include:

- work/life balance
- amount of travel involved in the role
- overall medical and health benefits
- additional perks such as car allowance, cell allowance, spending account
- amount of vacation time
- career growth opportunity
- the size of your new team
- the company's reputation
- overall workplace culture

Talk to the interviewer about other factors that are important to you when considering a new job. If you are not sure on details for this role, you can ask!

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"I am seeking first a hotel group that I am proud to stand behind. Compensation and commissions will increase when I am happy with my job so I would say that culture and company reputation is most important to me."
10.
In which languages are you fluent?
There is a good chance that you will have multiple languages listed on our resume if this is a skill that you possess. This question needs a simple, to the point response. If you do speak additional languages, help the interviewer to understand your level of knowledge by ranking your fluency as a beginner, conversationalist, or fluent, for instance.

Rachelle's Answer #1
"I speak English and Spanish fluently, and they are my native languages. I did take French and German in school for a few years. I have a basic understanding of these languages; however, those two are basic and not listed on my resume."
Rachelle's Answer #2
"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."
11.
In this role with Ritz-Carlton 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."
12.
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 Ritz-Carlton 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."
13.
How would you react if a celebrity checked into our resort?
The interviewer would like to know that you will not go into full-fledged fan mode, should a celebrity come for a stay at Ritz-Carlton. 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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
14.
Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
Ritz-Carlton thrives on returning guests, referrals, and loyalty programs. Now, the interviewer would like to see that you understand the importance of customers returning. 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.

Rachelle's Answer #1
"One way that I would follow up on lost business, or guests who have not returned in more than 12 months would be to research their preferences in the CRM. If I found that they were an Opera fan, I would check to see which shows were playing over the next three months. Then, I would create an email with an invitation to stay with us should they be interested in the show. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
Rachelle's Answer #2
"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."
15.
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 Ritz-Carlton? I would be happy to get a head start by taking some online tutorials."
More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
All Career Q&As
30 Ritz-Carlton 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. What would you do if a guest accused the housekeeping staff of theft?
  2. How have you demonstrated a focus on personal development and career progression in the past six months?
  3. How do you demonstrate high levels of customer care?
  4. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
  5. How has your post-secondary education prepared you for this role with Ritz-Carlton?
  6. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
  7. What is RevPAR, and how do you calculate it?
  8. How would you build rapport with a guest who intimidates you?
  9. Is compensation the most important factor for you when taking a new job?
  10. In which languages are you fluent?
  11. In this role with Ritz-Carlton you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?
  12. Have you ever worked in a luxury or upscale environment?
  13. How would you react if a celebrity checked into our resort?
  14. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
  15. In which hotel management programs and software do you have experience?
  16. What do you know about the Ritz-Carlton guest loyalty program?
  17. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
  18. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
  19. Describe for me your idea of a luxury holiday.
  20. How would you respond if a customer left a negative review of yourself or Ritz-Carlton online?
  21. What does the word 'hospitality' mean to you?
  22. How would you handle a co-worker who was acting unprofessionally towards our guests?
  23. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
  24. How do you keep abreast on tourist and business traveling information?
  25. Discuss your experience in working and collaborating in a multinational environment.
  26. Do you believe Ritz-Carlton should collaborate with online booking sites? Why or why not?
  27. Are you able to offer flexibility in your schedule?
  28. Do you consider yourself of good style and taste?
  29. Ritz-Carlton has KPIs to meet. Do you have any sales training?
  30. Are you applying for any jobs with Ritz-Carlton competitors?
Disclaimer
Our interview questions and answers are created by experienced recruiters and interviewers. These questions and answers do not represent any organization, school, or company on our site. Interview questions and answer examples and any other content may be used else where on the site. We do not claim our questions will be asked in any interview you may have. Our goal is to create interview questions and answers that will best prepare you for your interview, and that means we do not want you to memorize our answers. You must create your own answers, and be prepared for any interview question in any interview.
Learn more about what we believe >
Read our Terms of Use for more information >