Soho House Mock Interview
Master 30 Soho House interview questions covering hospitality culture, membership values, and service excellence.
Question 21 of 30
How would you build rapport with a guest who intimidates you?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
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 Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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 Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
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