Ritz-Carlton Mock Interview
Practice 35 Ritz-Carlton interview questions covering legendary service standards, guest experience scenarios, and the Gold Standards philosophy.
Question 21 of 35
How would you build rapport with a guest?
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James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
Rapport building is crucial to the success of any service industry, but even more so in a luxury environment. Occasionally, 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 a lack of rapport with a guest.
James McMechan has over 30 years of management experience, primarily in the hospitality and auto industries. He has interviewed hundreds of applicants and trained effective and engaged employees.
"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 keep my thoughts on track when those more intimidating hotel guests would call."
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