Describe for me your idea of a luxury holiday.

"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."

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.

"Staying with Waldorf Astoria Hotels and Resorts 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."

How has your post-secondary education prepared you for this role with Waldorf Astoria Hotels and Resorts?

"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."

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 Waldorf Astoria Hotels and Resorts.

"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 Waldorf Astoria Hotels and Resorts food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."

Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?

"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."

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.

"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."

How would you respond if a customer left a negative review of yourself or Waldorf Astoria Hotels and Resorts online?

"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 Waldorf Astoria Hotels and Resorts? If so, in that case, I would follow their lead and recommendations to the letter."

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

"I am sure Waldorf Astoria Hotels and Resorts 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."

What does the word 'hospitality' mean to you?

"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."

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 Waldorf Astoria Hotels and Resorts.

"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."

Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.

"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."

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.

"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."

How would you handle a co-worker who was acting unprofessionally towards our guests?

"I once worked with a co-worker who unknowingly rolled her eyes a lot. Our hotel would be put off, and she wouldn't understand why she continually received complaints. I asked her if she was open to receiving feedback, and she agreed. I went on to explain to her that she was an unintentional eye roller. She had no idea! We worked together for a few weeks on it, and she eventually retrained herself to no longer make that expression."

One difficult workplace situation is when a co-worker is not performing how they should be, yet, you may not be the manager or supervisor. The problem is - do you interfere or do you let it go? Talk to the interviewer about a time when you have been in a position like this, and discuss what you did to remedy the situation.

"It's important to the reputation of Waldorf Astoria Hotels and Resorts that everyone is held accountable for their behavior. If the hotel receives a negative review, that could affect my livelihood as well. If a co-worker were unprofessional, I would discreetly pull them aside to discuss my concern."

Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?

"For the past two years I have worked as a sales manager for a high-end leather goods store where our dress code and appearance expectations are stringent. I fully understand the importance of having a well-groomed team, especially in a luxury and upscale setting. If I need to have a conversation with a team member about their appearance, I will handle it with tact and sensitivity, just as I would any other constructive conversation."

Appearances are everything when it comes to the guest services team of an upscale hotel. Before your interview, take a good look at the presentation of the staff at Waldorf Astoria Hotels and Resorts and note what you see. Is everyone in a pristine uniform? Chances are, the team looks very well put together, approachable, and well kept. As a manager for Waldorf Astoria Hotels and Resorts, it would be your responsibility to ensure that everyone on your team arrives to work in the best shape possible. Express to the interviewer that you are comfortable having these types of conversations with your team. How would you handle the situation, if a team member showed up to work unshowered and unkempt?

"Just last year I had a team member who was not abiding by the dress code. He was showing up with wrinkled clothes, unshowered, and very messy looking. I pulled him aside and asked him if he could return home, and come back asap, abiding by the employee presence expectations. We have all of our staff members initial this part of their employment agreement, so I always have that that to fall back on, should the situation escalate."

Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?

"In my current role, I work alongside the Human Resources and Accounting departments on a nearly daily basis. When I need to hire a new team member, my Front Office department holds a meeting with HR and Accounting to determine budget, timeline, and process. Positive cross-collaboration is critical to the success of a hotel operation as it takes all of these specialties to make a business run effectively."

Hotels have multiple departments including: - Housekeeping - Front Office - Human Resources - Security - Spa & Retail - Food & BeverageWhen it comes to all of these departments (and more!), operations will run smoothly when communication is strong. Talk to the interviewer about the experience you have working cross-departmentally. If possible, give an example of how you diverted a crisis or gave excellent customer service, by actively collaborating with the team members of another department.

"The bulk of my experience is working independently; however, I do meet with my corporate head office on a monthly basis, where we hold brainstorm style meetings. I enjoy the feeling of team collaboration. I look forward to meeting your various teams, and working cohesively with all of the important departments at Waldorf Astoria Hotels and Resorts."

What do you know about the Waldorf Astoria Hotels and Resorts guest loyalty program?

"I was most impressed with the loyalty rewards and generous discounts offered by Waldorf Astoria Hotels and Resorts when it came to the luxury spa services. I know that if I traveled as frequently as many of your guests do, I would greatly appreciate an offer of a spa discount to help me get some rest."

Most hotels will have guest loyalty, or rewards programs, for regular customers. There are often different programs available for personal, and business customers, and even corporate accounts. Before your interview, visit the Waldorf Astoria Hotels and Resorts website and take note of the various offerings available to their most loyal customers. Talk to the interviewer about the perks and benefits that you noticed. With enthusiasm, you could also discuss the perks that excited you most. Many hotel loyalty programs include: - Higher service levels on-site - Preferred availability and priority waitlisting during peak times - Discounts on spa bookings - Invitations to exclusive events

"I researched online and saw a brief description of the loyalty program at Waldorf Astoria Hotels and Resorts such as exclusive events, a club level with complimentary beverages and snacks, and also discounts on some of the luxury service. I would love to learn more in detail, when it comes to how guests qualify, for example."

How do you keep abreast on tourist and business traveling information?

"I am a member of the local Chamber of Commerce. This membership ensures that I network with the best of the best, and am always up to date on what is coming up in our city from hot new restaurant openings to galas, to theatre events."

It is essential that you stay on top of the travel happenings in your region. As an employee of an upscale hotel, your guests will often be from out of town, looking for special events, landmarks, and other impressive things to take in, and do. Talk to the interviewer about the resources you use to stay in-the-know. You can also ask the interviewer about the resources they use if you want to learn.

"Currently, I have a Google alert set up with our city's name. This way, I am always alerted to a new event, festival, or restaurant grand opening. I would love to hear about your favorite resources as well. It's always better to be in the know!"

Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?

"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 Waldorf Astoria Hotels and Resorts."

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.

"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?"

Discuss your experience in working and collaborating in a multinational environment.

"In the past, I spent six months working on a cruise ship where over 200 nationalities were represented. It was one of the most incredible experiences of my life, opening myself up to new cultural experiences. I even learned a few words in various languages. It's important for any workforce to be diverse since it adds to the creativity of the team, and offers a better experience for the customer."

Whether it be your guests or your co-workers, you are sure to find a diverse environment with you work for Waldorf Astoria Hotels and Resorts. The benefits of a diverse workplace include a more innovative workforce, potential opportunities to explore globally, better culture within the organization, a stronger company brand, and elevated customer service. Outline for the interviewer the experience you have working in a multinational environment.

"I have worked with professionals from all around the world, and appreciate that Waldorf Astoria Hotels and Resorts offers a diverse environment as well. With guests from all around the globe, to employees that represent a variety of nations, I am happy with what I see here."

In which hotel management programs and software do you have experience?

"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."

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 - SmartHotelShare 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.

"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 Waldorf Astoria Hotels and Resorts? I would be happy to get a head start by taking some online tutorials."

Do you believe Waldorf Astoria Hotels and Resorts should collaborate with online booking sites? Why or why not?

"I have primarily worked for hotels who collaborate with online booking sites and have seen both the upside and the downside, to this service. Yes, rooms fill at a faster rate; however, there is a significant drop in revenue per room, and it can affect the hotel's overall KPI's. I would be interested in your thoughts on the use of online booking sites and this hotel."

Online booking sites offer their pros and cons for the hotel and travel industry. The downside may be: - Less revenue for the business - Steep discounts offered - Integrating the system with your own CRM - Less control of customer service standards The upside may be: - Fewer rooms are sitting empty - Help with bookings during slower times - More exposure for your business - Some online booking sites will upsell your spa packages, etcDiscuss with the interviewer your thoughts but try to remain neutral if you are unsure where Waldorf Astoria Hotels and Resorts stands when it comes to this type of service.

"Like all great things, there can also be the con's that come along. Does Waldorf Astoria Hotels and Resorts collaborate with online booking sites? I am newer to the hotel industry; however, I would guess that the service could be great during travel lulls but perhaps not during peak times. I would love to know more."

Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.

"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."

Waldorf Astoria Hotels and Resorts 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.

"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."

What is RevPAR, and how do you calculate it?

"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 Waldorf Astoria Hotels and Resorts divided by the total amount of rooms available."

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 Waldorf Astoria Hotels and Resorts 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.

"RevPAR is the total room revenue over the total amount of rooms available. For instance, if Waldorf Astoria Hotels and Resorts 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."

Are you able to offer flexibility in your schedule?

"If you need overtime in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."

Hotels are a 24/7 operation, and for that reason, the hiring authority would like to know that they can schedule you for a variety of shifts. Before answering scheduling questions, it's important to be clear on the expectations at Waldorf Astoria Hotels and Resorts and how they operate their shifts. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask! Consider asking, 'What are the scheduling expectations for this position?' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations. If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you.

"In the hotel industry, I anticipate working over 40 hours per week, especially around the holidays. That said, that comes with some limits as I do value my work-life balance. Could you share with me the expectations for this role?"

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

"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."

The interviewer would like to know that you will not go into full-fledged fan mode, should a celebrity come for a stay at Waldorf Astoria Hotels and Resorts. 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.

"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."

What would you do if a guest accused the housekeeping staff of theft?

"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."

Waldorf Astoria Hotels and Resorts 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.

"I am aware that each state has its laws when it comes to hotel liability. I am sure Waldorf Astoria Hotels and Resorts 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?"

How would you build rapport with a guest who intimidates you?

"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."

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.

"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."

Have you ever worked in a luxury or upscale environment?

"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 Waldorf Astoria Hotels and Resorts and rest assured, will be a highly professional addition to your esteemed team and brand."

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.

"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."

How have you demonstrated a focus on personal development and career progression in the past six months?

"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?"

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.

"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."

How do you demonstrate high levels of customer care?

"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."

Waldorf Astoria Hotels and Resorts 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.

"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."

In this role with Waldorf Astoria Hotels and Resorts you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?

"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."

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.

"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."

Do you consider yourself of good style and taste?

"I know my luxury goods when I see them. Often, I will comment on a customers' watch or other fine accessories, letting them know that I recognize their excellent taste. I have taken some professional butler training as well, so my behavior and comments are always tasteful and on point."

Of course, you consider yourself to be of good style and taste! Now, you do not need to be an interior designer or fashionista extraordinaire; however, the interviewer would like to see that you understand the importance of showing good taste in an upscale environment such as Waldorf Astoria Hotels and Resorts. Briefly discuss how you would let your good taste shine when it comes to customer interactions.

"I may not be the most stylish person that I know, but I do understand how to put my best foot forward, how to be tactful, tasteful, and professional in every guest interaction."

In which languages are you fluent?

"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."

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.

"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."

Waldorf Astoria Hotels and Resorts has KPIs to meet. Do you have any sales training?

"Just this month I discovered HubSpot Academy and their free sales courses. I just finished their course on 'Inbound Sales Techniques.' I learned a great deal and was able to apply what I learned already, to boost our average spend per guest by 8%."

Waldorf Astoria Hotels and Resorts runs on a strict set of KPIs, of which most of the staff are aware. Because of this, the hiring manager wants to ensure that you understand the basis of sales and that you will view every guest interaction as an opportunity to upsell. KPI's at Waldorf Astoria Hotels and Resorts may include: - Occupancy rates - Average income per room rental - Revenue per available room - Revenue per occupied room - Average spend per guest on food & beverage - Average spend per guest on gift shop items Share with the interviewer any sales training that you have. If you do not have any formal sales training, refer to on-the-job education you may have received, or even sales related books you have read. Self-directed education counts too! Have you taken any online sales courses recently?

"Although I do not have formal sales training, I love to read and teach myself new sales techniques. Last month I finished reading Pitch Anything by Oren Klaff and currently, I am diving into Zig Ziglar's Secrets of Closing the Sale. I do understand that each guest touch point is an opportunity to upsell. I look forward to learning more from the training program at Waldorf Astoria Hotels and Resorts."

Is compensation the most important factor for you when taking a new job?

"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."

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 cultureTalk 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!

"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."

Are you applying for any jobs with Waldorf Astoria Hotels and Resorts competitors?

"I am in the process of exploring opportunities at hotels and resorts that appeal to me; however, I am selective about where my applications go. I have applied to Hotel A, and Hotel B; however, I am very excited about this particular opportunity and look forward to the next round of interviews."

The interviewer would like to know if they will need to compete with other luxury hotels when it comes to hiring you. It always puts a little bit of fire under the hiring manager if they are aware that you are actively looking for a new position. Tell the interviewer about your search so far without disclosing every single detail. It's crucial that you are truthful with your reply as many of these hotels have close HR circles, and exchange information about candidates.

"I am applying to other jobs, and am actively interviewing. I do have a strong interest in your role and am wondering what your timeline looks like for the next round of interviews?"

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Waldorf Astoria Hotels and Resorts Interview Questions

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1. Describe for me your idea of a luxury holiday.
2. How has your post-secondary education prepared you for this role with Waldorf Astoria Hotels and Resorts?
3. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
4. How would you respond if a customer left a negative review of yourself or Waldorf Astoria Hotels and Resorts online?
5. What does the word 'hospitality' mean to you?
6. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.
7. How would you handle a co-worker who was acting unprofessionally towards our guests?
8. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?
9. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
10. What do you know about the Waldorf Astoria Hotels and Resorts guest loyalty program?
11. How do you keep abreast on tourist and business traveling information?
12. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
13. Discuss your experience in working and collaborating in a multinational environment.
14. In which hotel management programs and software do you have experience?
15. Do you believe Waldorf Astoria Hotels and Resorts should collaborate with online booking sites? Why or why not?
16. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.
17. What is RevPAR, and how do you calculate it?
18. Are you able to offer flexibility in your schedule?
19. How would you react if a celebrity checked into our resort?
20. What would you do if a guest accused the housekeeping staff of theft?
21. How would you build rapport with a guest who intimidates you?
22. Have you ever worked in a luxury or upscale environment?
23. How have you demonstrated a focus on personal development and career progression in the past six months?
24. How do you demonstrate high levels of customer care?
25. In this role with Waldorf Astoria Hotels and Resorts you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?
26. Do you consider yourself of good style and taste?
27. In which languages are you fluent?
28. Waldorf Astoria Hotels and Resorts has KPIs to meet. Do you have any sales training?
29. Is compensation the most important factor for you when taking a new job?
30. Are you applying for any jobs with Waldorf Astoria Hotels and Resorts competitors?

Waldorf Astoria Hotels and Resorts Interview Questions

1. Describe for me your idea of a luxury holiday.

2. How has your post-secondary education prepared you for this role with Waldorf Astoria Hotels and Resorts?

3. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?

4. How would you respond if a customer left a negative review of yourself or Waldorf Astoria Hotels and Resorts online?

5. What does the word 'hospitality' mean to you?

6. Tell me about the worst guest you have ever dealt with, and how you persevered through the situation.

7. How would you handle a co-worker who was acting unprofessionally towards our guests?

8. Are you comfortable ensuring your guest services team is well groomed, meeting our clients' satisfaction expectations?

9. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?

10. What do you know about the Waldorf Astoria Hotels and Resorts guest loyalty program?

11. How do you keep abreast on tourist and business traveling information?

12. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?

13. Discuss your experience in working and collaborating in a multinational environment.

14. In which hotel management programs and software do you have experience?

15. Do you believe Waldorf Astoria Hotels and Resorts should collaborate with online booking sites? Why or why not?

16. Give me one idea how you would follow up on lost business or guests who have not returned in more than 12 months.

17. What is RevPAR, and how do you calculate it?

18. Are you able to offer flexibility in your schedule?

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

20. What would you do if a guest accused the housekeeping staff of theft?

21. How would you build rapport with a guest who intimidates you?

22. Have you ever worked in a luxury or upscale environment?

23. How have you demonstrated a focus on personal development and career progression in the past six months?

24. How do you demonstrate high levels of customer care?

25. In this role with Waldorf Astoria Hotels and Resorts you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?

26. Do you consider yourself of good style and taste?

27. In which languages are you fluent?

28. Waldorf Astoria Hotels and Resorts has KPIs to meet. Do you have any sales training?

29. Is compensation the most important factor for you when taking a new job?

30. Are you applying for any jobs with Waldorf Astoria Hotels and Resorts competitors?