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Sandals Resorts International Interview
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Question 1 of 30

What does hospitality mean to you?

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Sandals Resorts International Interview Questions

  1. 1.

    What does hospitality mean to you?

      The term hospitality refers to welcoming people to your place of business and making them feel at home by receiving them warmly and entertaining. The interviewer would like to see that you understand what it means to be hospitable and that you will greet their guests warmly, making them feel welcome during their stay. Discuss what hospitality means to you, and give an example of a time when you were hospitable.

      Rachelle's Answer

      "To me, hospitality means making every person feel welcome, and like there is nowhere else they should be. I make my guests and customers feel welcome by asking them what they would like to experience while on the resort, remembering their names, and getting to know their personal preferences."

      Rachelle's Answer

      "I have always believed that to be hospitable means to welcome people into your home, taking great care of them. While on vacation, Sandals Resorts International is the guests' home. So, the best way to be hospitable is to have food and drinks available, be ready to assist at any time, and get to know them."

  2. 2.

    How does your post-secondary education relate to a career in the hospitality industry?

      Sandals Resorts International may or may not specify a preferred degree in their job posting. Either way, the interviewer would like to see how your post-secondary education may relate to, or compliment, the position for which you are interested. Discuss the degree or diploma you may have. If you recall some of the related coursework, you can mention those classes as well.

      If you do not have any post-secondary education, think back to any online classes you have taken, or on-the-job-training that could be transferable.

      Rachelle's Answer

      "I have a Bachelor's degree in Business Administration with a focus on the hospitality industry. My coursework included Human Resource Management within the hospitality industry as well as strategic management and operations management classes. I did exceptionally well in the operations management portion. Because of this focus, I feel very prepared for this role with Sandals Resorts International."

      Rachelle's Answer

      "Although I do not possess formal post-secondary education, I have received customer service training and attended a couple of Dale Carnegie sales courses. This education prepared me in a variety of topics such as building rapport, asking for the sale, and recognizing upselling opportunities."

  3. 3.

    Do you have experience working cohesively with multiple departments?

      In the resort industry, multiple departments work cohesively to make all of the magic happen, that you rarely see as a guest!

      Departments within the resort industry could include:

      - Communications
      - Corporate Planning
      - Executive Office
      - Food & Beverage
      - Human Resources
      - Marketing
      - Procurement/Purchasing
      - Retail
      - Rooms
      - Sales
      - Security
      - Spa/Health Club

      Talk to the interviewer about any experience you have working in tandem with other departments. No matter your background, chances are you have worked alongside human resources, accounting, sales, or even security.

      Rachelle's Answer

      "I have worked with multiple departments in my previous roles. Primarily, I have collaborated with the accounting and human resources departments when it comes to hiring budgets, onboarding procedures, and new employee training programs."

      Rachelle's Answer

      "In my previous customer service based position, I have worked with the corporate office and middle-management on tasks such as merchandising, ordering, and inventory. I look forward to collaborating with your other departments, and getting to know your teams."

  4. 4.

    How would you react if a celebrity checked into our resort?

      The interviewer would like to know that you would not turn into a total fan geek should a celebrity come for a stay at Sandals Resorts International. 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

      "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

      "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."

  5. 5.

    In which resort or hotel related software and programs do you have experience?

      The interviewer would like to have an idea of the types of programs you have used in the past, and where you will need additional training. Many hotels and resorts will share similar programs, or at least the basics. If you are unsure which programs of software used by Sandals Resorts International you can ask for specifics.

      Some of the more common programs used in the resort industry include:

      - RMS Hotel
      - Preno
      - Hotelogix
      - SmartHotel
      - roomMaster

      Rachelle's Answer

      "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 Sandals Resorts International? I would be happy to get a head start by taking some online tutorials."

      Rachelle's Answer

      "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."

  6. 6.

    Besides compensation, what do you value the most in the workplace?

      Financial compensation aside, the interviewer would like to know what is most important to you when looking for a new job. Your answer will show the interviewer some direction when they are ready to make you an offer of employment. You can talk about the health benefits, work-life balance, workplace culture, growth, or even continued education opportunities. The sky is the limit!

      Rachelle's Answer

      "What I value most in the workplace are growth opportunities. I am missing this in my current role and very much look forward to working with a company who will provide me with bigger moves as I prove myself."

      Rachelle's Answer

      "I am most interested in working for a company that has a great workplace culture, with a small amount of turnover. As a manager, I like to get to know my team, nurture them, and keep them going for the long term."

  7. 7.

    What do you know about the Sandals Resorts International and our resorts?

      Hiring managers at Sandals Resorts International may very well receive hundreds of applications per job. If you are lucky enough to land an interview, make some effort to research the opportunity. You don't need to be an expert, but you do need to be knowledgeable about Sandals Resorts International before your interview. Start by searching the company website and take particular note of any recent news articles, events or contributions they have made to the community. Identify their mission and values. Be sure to complete your response with an expression of enthusiasm for the role.

      Rachelle's Answer

      "I conducted a great deal of research before coming in today. I see that you are currently developing a world-class resort in Costa Rica. This expansion is a great sign, and I am thrilled with the idea of being part of a travel company that has seen such great success and happy online reviews."

      Rachelle's Answer

      "I have researched your organization a great deal and see that you recently earned the 'Worlds' Leading Resort Award' for innovation in resort service and hospitality. You had a lot of competition when it comes to winning this award, so this tells me that your team is incredibly dedicated and focused."

  8. 8.

    Our guests come from all over the world. Do you speak multiple languages?

      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

      "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

      "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."

  9. 9.

    Tell me about a time when you did something special for a customer.

      This question is your opportunity to shine! Think of a recent example when you went over and above expectations to deliver extraordinary customer experience. Discuss where you saw the need, how you took action, how the customer reacted, and what your leadership thought of the gesture.

      Rachelle's Answer

      "I had a couple check into the resort, mentioning that they were just married. The couple did not have the honeymoon suite booked, and it was open, so I offered a free upgrade. We delivered champagne and truffles to their room later in the day. The guests were beyond thrilled and told me that the honeymoon package was out of their budget, which was why they didn't initially book it. We have allowances for promos like that, and my manager was happy with the initiative that I took to make the guests' experience unforgettable. I am confident that whenever this couple decides to go on another resort vacation, they will choose to return."

      Rachelle's Answer

      "I often keep my eye out for opportunities to make a guests' visit special. Last week I noticed a mom who was busy with her kids in the lobby. She seemed frustrated. I approached her, told her about our kid's club, and offered to get her kids signed into the program for the day. She was thrilled, the kids were happy, and my hospitality supervisor appreciated the initiative that I took to help a frustrated guest."

  10. 10.

    At Sandals Resorts International we have a multitude of vendors. Tell me about your experience working directly with suppliers.

      A resort will have multiple vendors from spa supplies, food service, alcohol, cleaning supplies, and more. The interviewer would like to know that you understand the importance of healthy supplier and vendor relationships. These relationships take time to create. Also, with vendors, it's critical that you remain organized as to what is coming in and out of the facility. Invoices need thorough review and orders need to be placed promptly. If you do not have experience working with suppliers, that is okay. Be sure to show that you can comply with the processes in place while maintaining great vendor relationships.

      Rachelle's Answer

      "In my current role, I am responsible for receiving all supplies that come for the housekeeping department. I work closely with the vendors to ensure accuracy in our orders, preventing backorders, or late arrival shipments. I also have experience negotiating things like price breaks for bulk ordering and flat rate shipping. I am confident I could work very well with the vendors and supplier relationships critical to Sandals Resorts International"

      Rachelle's Answer

      "Although I have not had direct responsibility with vendors or suppliers, I have made calls on behalf of my employer for late shipments or missing items. I have seen the importance of great vendor relationships and will work hard to maintain what Sandals Resorts International already has in place."

  11. 11.

    Name me three of our best services or amenities.

      Robust online research is the best way to get you through this question with flying colors! Go to the Sandals Resorts International website and take a look at all of the amenities that they offer. If you have stayed at the resort, you can give a first-hand response based on your experience.

      Rachelle's Answer

      "I have stayed with Sandals Resorts International as a guest in the past. Hands down, the best services that I experienced was your award-winning steakhouse, the club lounge, and the eco-friendly spa. I was very impressed with the quality of the staff and customer service as well."

      Rachelle's Answer

      "After reading many reviews online from previous guests of Sandals Resorts International, I see that the most popular amenities are the kids club (hurray for parents getting a break!), the multiple swim-up bars, and the fact that you have so many on-site restaurants from which to choose. Would you agree that these are the most raved about amenities here?"

  12. 12.

    We have multiple locations. Are you willing to relocate to another Sandals Resorts International resort?

      When many locations are available for work options, the opportunities can be endless! Many resort brands will have spots and roles all around the world. The interviewer would like to know that you are able and willing, to travel or relocate if an opportunity arises. If you cannot, this should not be a deal breaker. Just state that your circumstances do not allow for you to relocate at this time.

      Rachelle's Answer

      "I see that Sandals Resorts International has locations in A, B, and C. Although I would love to relocate to any of these resorts, my circumstances do not allow for that at this time. As we know, life can change on a dime, so I am certainly open to discussing this again should my situation be different. For now, I would love to dedicate myself full time to your X location."

      Rachelle's Answer

      "Relocation and travel would be no problem for me. I am not tied to this city and am willing to visit any suitable options you may have within Sandals Resorts International."

  13. 13.

    How would you sort out a problem for an unsatisfied guest?

      The interviewer would like to see that you have the common sense that it takes to deal with guest problems. Working in the customer service industry, and within the hospitality industry, means that you will come across customer complaints on a regular basis. Most will be simple to solve, but some will take additional thinking and reliance on your customer service training. Walk the interviewer through the ways that you would sort out a problem for an unsatisfied guest.

      Rachelle's Answer

      "I have been taught to solve customer complaints in three easy steps. Ask, Repeat, Resolve. What this means is that I ask the guest for a breakdown of what is bothering them. I then repeat their issue back to them, in their own words. Once we have confirmed that the grievance is fully understood, I ask them what they would like to see as a resolution. Guests want to be heard, and they want to see that you are trying to help. If their request can be made, as it usually is, then I comply and work towards a resolution."

      Rachelle's Answer

      "I am sure that Sandals Resorts International has a great training program when it comes to dispute resolution and guest complaints. From instinct, I would say that I would first ensure that I fully understood their issue. Next, I would give a few options as to what I can do to help. Once we concluded, I would follow up a short time later to ensure full guest satisfaction."

  14. 14.

    Have you ever stayed at a Sandals Resorts International resort? Tell me about your experience.

      If you have been lucky enough to have stayed at a Sandals Resorts International resort, take the time to walk the interviewer through your experience. Because this is an open-ended question, it can be easy to get carried away or ramble out of nervousness. Try focusing on critical areas such as customer service, amenities, food and beverages, excursions, or spa treatments. Keep your answer enthusiastic and give specific examples.

      If you have never stayed at a Sandals Resorts International resort, take the time to comb through some online reviews and tell the interviewer which customer experiences stood out to you the most.

      Rachelle's Answer

      "I have had the pleasure of staying at your resort in Hawaii just a few months ago. The staff was all so friendly, and I couldn't believe that everyone remembered my name! The food was delicious, and I was happy with the premium bar service package that we purchased as well. I would give my experience a 5-star rating, for sure."

      Rachelle's Answer

      "I have not yet had the pleasure of staying at a Sandals Resorts International resort; however, I have combed through many online reviews and am pleased how consistent the feedback is. It appears that your resort offers excellent luxury amenities and that the food service options are far beyond everyone's expectations."

  15. 15.

    How would you react if a customer demanded early check-in service?

      Early check-in is a common request in the resort industry. Sometimes a resort can accommodate this request and based on volume; sometimes it is not do-able for housekeeping to keep up. You can ask if Sandals Resorts International has a policy when it comes to early check-ins and late checkouts. Remember - the higher the occupancy, the more difficult it is for a resort to offer this service. Some resorts may monetize the option, charging an additional fee which may weed out the guests that genuinely need the service, versus those who do not.

      Rachelle's Answer

      "I read that Sandals Resorts International can offer early check-in service as long as the request occurs at the time of reservation. If a customer arrived early and demanded early check-in, I would, of course, see if we could accommodate. If we could not, I would give a viable timeline, offer to store their luggage, and direct them to the club lounge for a complimentary beverage."

      Rachelle's Answer

      "If a customer demanded early check-in, I would refer to the policies put in place by Sandals Resorts International. My initial instinct would be to allow this if it did not put a strain on housekeeping or other departments. Do you charge a fee for this type of service, upon booking?"

  16. 16.

    We are open 24 hours a day, 365 days a year. How flexible is your schedule?

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  17. 17.

    Do you know the demographics of our guests?

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  18. 18.

    If you could work in any of our departments, which would you choose?

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  19. 19.

    How do you communicate with an angry customer?

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  20. 20.

    What is your favorite destination? Sell it to me.

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  21. 21.

    How would you sell Sandals Resorts International versus our competitor down the street?

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  22. 22.

    Working in hospitality can be a thankless job. How can we continue to motivate you to work hard for Sandals Resorts International even on the more challenging days?

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  23. 23.

    Are you aware that there are sales goals and other important targets in this role with Sandals Resorts International?

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  24. 24.

    How do you feel about performance incentives?

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  25. 25.

    Would you ever break the rules at Sandals Resorts International to make a guest happy?

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  26. 26.

    Have you ever received a negative review from a customer?

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  27. 27.

    What questions do you have for me?

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  28. 28.

    Tell me about a time when you had to work with a difficult person. How did you handle it?

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  29. 29.

    How do you react to an increase in your workload?

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  30. 30.

    How would you build rapport with our guests?

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