30 Questions and Answers Written by Professional Interviewers
Question 1 of 30
We have multiple locations. Are you willing to relocate to another Company ABC resort?
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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.
"I see that Company ABC 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."
"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 Company ABC."
How does your post-secondary education relate to a career in the hospitality industry?
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Company ABC 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.
"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 Company ABC."
"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."
How would you sort out a problem for an unsatisfied guest?
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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.
"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."
"I am sure that Company ABC 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."
What do you know about the Company ABC and our resorts?
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Hiring managers at Company ABC 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 Company ABC 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.
"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."
"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."
Have you ever stayed at a Company ABC resort? Tell me about your experience.
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If you have been lucky enough to have stayed at a Company ABC 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 Company ABC resort, take the time to comb through some online reviews and tell the interviewer which customer experiences stood out to you the most.
"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."
"I have not yet had the pleasure of staying at a Company ABC 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."
6. 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 Company ABC 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. Here is an answer example: "I read that Company ABC 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." Here is an answer example: "If a customer demanded early check-in, I would refer to the policies put in place by Company ABC. 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?"7. 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. Here is an answer example: "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." Here is an answer example: "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."8. We are open 24 hours a day, 365 days a year. How flexible is your schedule? Before answering scheduling questions, it's important to be clear on the interviewer's expectations. 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. Here is an answer example: "In the resort industry, I anticipate working over 40 hours per week, especially around the peak travel times. Currently, I work on a day and evening rotation which works just fine for me. Could you share with me the expectations for this role?" Here is an answer example: "In a salaried role such as this, I don't expect a strict 40 hour per week schedule, but I also know that I'm looking for a work-life balance. As needed, I'd be available to dedicate more time to the team, while hoping to preserve that balance. Would there be any other instances of overtime I should be aware of?"9. 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:
- Corporate Planning
- Executive Office
- Food & Beverage
- Human Resources
- 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. Here is an answer example: "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." Here is an answer example: "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."10. 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. Here is an answer example: "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." Here is an answer example: "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."11. Do you know the demographics of our guests? Before your interview, take note of the types of guests that Company ABC portrays in their marketing materials. Who do they have in their commercials, print ads, and website photos, for instance? There is an excellent chance that this is their demographic. If you are unsure, take an educated guess, and then ask the interviewer for clarification. Here is an answer example: "I have noticed that your advertising targets young families of various backgrounds. I guess that the guest demographic at Company ABC are families age 34-45 with 2-3 kids, generally from North America. Is this accurate?" Here is an answer example: "I have vacationed with Company ABC and my experience is that your guests are primarily couples, on a romantic getaway. I did not notice a lot of children. Is this a correct observation? I would love to learn more about your demographics and who you are reaching with your advertising efforts."12. 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. Here is an answer example: "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." Here is an answer example: "I have always believed that to be hospitable means to welcome people into your home, taking great care of them. While on vacation, Company ABC 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."13. If you could work in any of our departments, which would you choose? You may be applying to a specific department, or perhaps your application to Company ABC was a blind one, knowing they may call you when they see a suitable fit. It's highly likely that you are talented and experienced in a range of areas, making you a flexible hire with a few options. Discuss where your primary interest is, and ensure with the interviewer that your desired placement aligns with their needs. Here is an answer example: "I see that you have openings in a variety of areas within the resort. My background allows me to fit well within guest services, and also the food and beverage department. I have bar experience as well as customer service and administration. Where would you see the best fit for me?" Here is an answer example: "As you can see on my resume, my background is quite diverse. I have retail sales experience as well as time spent working for a luxury spa, in a customer service role. I see that Company ABC has opportunities within the Spa and Health Club department as well as the Gift Shops. I believe I can be a fit for either. Would you agree?"14. How do you communicate with an angry customer? When you work in the customer service and hospitality industry, you quickly learn that you cannot make everyone happy. And, that is okay! The interviewer would like to understand your approach when it comes to communicating with someone who appears to be upset with you. Do you become defensive, or do you shut down entirely? Are you nervous and unable to respond clearly? Assure the interviewer that you have handled situations like this before with professionalism. Here is an answer example: "When a customer is angry, I take a few steps to ensure that the situation is handled properly. Calmly, I will respond to their grievance, ensuring that I fully understand their need. I make sure not to take it personally! Then, using my great listening skills, I empathize with their situation the best I can, give an apology, and then ask them what solution they would like to see. Once the situation is resolved, I will take a couple of minutes to myself, to restart my day in a positive mindset." Here is an answer example: "Communicating with an angry customer is never fun, but I get through it by reminding myself not to take the situation personally. I actively listen to their problem, repeat it back to them to ensure full understanding, and then offer an apology. From there, I ask how we can solve their concern and then take corrective action."15. What is your favorite destination? Sell it to me. This question is one of interest, so the interviewer can get to know you better. There is no wrong way to answer this question; however, extra points if you mention a location where Company ABC has a resort! Take three key points as to why this location is excellent. One may be the culture and shopping; the other may be the sightseeing or landmarks. You could also mention how amazing the food is! Be sure to show excitement for this destination to the point that when you're done talking - everyone will want to book a trip there! Here is an answer example: "My favorite destination is Trinidad and Tobago. For starters, the food has a strong creole history, with complex and unique flavors. It's easy to find an incredible restaurant as many are family owned, with traditional recipes on the menu. I would highly recommend taking in Maracas Bay, with its amazing beaches. The waves are amazing as well if you like surfing. Overall, the culture is a friendly and celebratory one. It's easy to find great people everywhere." Here is an answer example: "Of all the vacations I have taken, I loved visiting Thailand the most. No matter the experience that you want to have, Thailand offers it all. From street food to high-end restaurants, and amazing nightlife, or a relaxing day on the beach - there is something for everyone."16. At Company ABC 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. Here is an answer example: "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 Company ABC" Here is an answer example: "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 Company ABC already has in place."17. 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 Company ABC. 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. Here is an answer example: "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." Here is an answer example: "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."18. How would you sell Company ABC versus our competitor down the street? Are you aware of the ways that Company ABC stand out from their competitors who are nearby? To answer this question accurately, you will need to do some competitive research. A great place to start will be their online reviews, and amenities such as spa services, restaurants, and shopping options. Briefly discuss why you feel Company ABC knocks out their competitors. Keep your reply enthusiastic! Here is an answer example: "It is easy to sell Company ABC against competitors down the street. For starters, your amenities are much more robust when you include the kids club, spa, and four on-site restaurants. Also, your star rating is much higher, and that is very important to most vacationers. In my opinion, choosing Company ABC over the others is a simple decision." Here is an answer example: "I have researched the other nearby resorts and, although they are nice, they do not have the positive reviews that I see for Company ABC on the same travel review sites. It's an easy sell, in my opinion, with your friendly staff, upgraded rooms, excellent restaurant choices, and luxury spa services."19. 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 Company ABC 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. Here is an answer example: "I have stayed with Company ABC 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." Here is an answer example: "After reading many reviews online from previous guests of Company ABC, 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?"20. Working in hospitality can be a thankless job. How can we continue to motivate you to work hard for Company ABC even on the more challenging days? The interviewer would like to know how Company ABC can continue to motivate you, even on those days where you may feel like quitting. Retention is vital to Company ABC. Help them learn how they can best retain you. What are your motivators? Here is an answer example: "Words of encouragement motivate me. If you see me doing something right - even if it is small - tell me that you noticed. I don't need every day to run 100% smoothly, but I sure like to feel appreciated by my employer." Here is an answer example: "I don't mind a good challenge as long as I feel that my performance is making a difference. Because I have a bit of a competitive streak, you can keep my motivated by including me in the conversation regarding the difference I am making through my work and tenacity."21. Are you aware that there are sales goals and other important targets in this role with Company ABC? Resorts and hotels may not seem like a 'salesy'environment; however, they are a business, and they will have important goals to reach. The interviewer would like to see that you are comfortable selling, upselling, and taking action to ensure that Company ABC hits and exceeds their important targets on a weekly or monthly basis.
Some of the most common KPI's 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
There are many more KPI's tracked in the industry, which you will thoroughly be trained on when you start with Company ABC. Show the interviewer that you are able and willing to act as a salesperson and ambassador for Company ABC. Here is an answer example: "I am more than happy to help Company ABC achieve their sales goals and targets by utilizing my knowledge to upsell each guest with something they could use. I know, I love to upsell the guest in my current position by way of additional spa services. Who doesn't like to be pampered when they are on holidays? I see it as a win/win." Here is an answer example: "I am newer to the resort industry so, I am not 100% aware of what those KPI's might be, but it certainly makes sense to treat each role within your organization as a sales role. I do have basic sales training and look forward to learning more from Company ABC."22. 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 Company ABC you can ask for specifics.
Some of the more common programs used in the resort industry include:
- RMS Hotel
- roomMaster Here is an answer example: "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 Company ABC? I would be happy to get a head start by taking some online tutorials." Here is an answer example: "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."23. How do you feel about performance incentives? The interviewer would like to know if you are the type of employee to be motivated by financial incentives or rewards in the workplace. Resorts will often run internal contests for upselling guest amenities and services. If you are not incentive-driven, you can clarify for the interviewer the other ideas in which you are best motivated. Discuss any performance incentives you may have earned in the past. Here is an answer example: "I think performance incentives are important for driving staff to get results. For me, as a hospitality manager, I feel incentives give me some skin in the game and get my team engaged in making an impact on the resorts' desired results." Here is an answer example: "I cannot say that I have been offered performance incentives in the past, but that sure sounds like a nice idea. I am a high-achiever, regardless of an incentive being present but it is nice to feel appreciated."24. Would you ever break the rules at Company ABC to make a guest happy? Breaking the rules, and bending them, CAN be different from each other. Often, hotels and resorts are okay with you bending the rules to keep a customer happy. You need to know your audience, though! If Company ABC is very stringent when it comes to their policies and procedures, then approach this question with caution. If they are well known for being flexible, then you can indeed be more free with your answer. Here is an answer example: "My current company is pretty strict with their policies, so I do not bend to make a customer happy, but I will escalate the issue to someone who has the seniority to decide that. I have read through your online policies and agree with Company ABC that it's important to offer some flex on policy, within reason of course." Here is an answer example: "Policy and rules are not always strictly enforced in my current company. It isn't for lack of caring but the opposite. Our CEO knows that if we needed to bend a rule, it was for a good reason. With that said, I am comfortable following your policies because they are more than reasonable."25. Have you ever received a negative review from a customer? Reviews are everything in the resort and hotel industry so; it is the aim of Company ABC to gather as many positive, 5-star reviews as possible. Everyone has received negative feedback from someone at one point in their career. What the interviewer would like to see is that you can bounce back professionally from a negative customer review. If the review was warranted, discuss what you were able to learn from the experience or the feedback that you received. Here is an answer example: "I have received negative feedback from customers in the past, and always when the customer has not been delighted with the outcome of their dispute. The resort that I have worked for, for the past ten years, has a very stringent cancellation policy. Unfortunately, this means that I do disappoint more people than I would like. I am looking to join an organization that will allow for more flexible offerings when it comes to client dispute resolution." Here is an answer example: "The hotel where I work allows customers to leave anonymous feedback at the front desk. I have received one negative review, commenting that I could 'smile more.' Apparently, when I concentrate, I can appear unhappy! I am glad that this trait was brought to my attention so that I could work on correcting it."26. What questions do you have for me? It's always a great idea to have questions ready for the interviewer. Review the Company ABC website and other online resources to ensure the queries you have are not mundane, or redundant. The last thing an interviewer wants to hear is a list of items you could have found the answers for from merely watching a video on their website!
Here are some sample questions:
- When would you like to have this position filled?
- How long has this role been vacant?
- What is your favorite part about working for Company ABC?
- What is the primary goal for this position in the next 12 months?
- Is there anything from my background and experience that I can clarify for you?
- What do you see as the most significant change in the travel industry over the past three years?
- Is there any reason why you would not hire me? Here is an answer example: "I would like to ask if there is anything in my background on which you need clarification? Also, after discussing everything today, is there any particular reason why I would not be the best fit for this Director of Resort Communications role?" Here is an answer example: "Thank you for asking! A couple of questions come to mind. What do you see as the biggest challenge your resort will be facing in the next 12 months? Also, what is your employee turnover rate, and could you tell me a bit about the retention plan you currently have in place?"27. Tell me about a time when you had to work with a difficult person. How did you handle it? From your work history, picture a co-worker who didn't carry their weight or had a difficult personality. Maybe they were unmotivated or preoccupied with their personal life. Think about what bothered you about this person and how you were affected by their behavior. Most importantly, the interviewer wants to know how you let this person's behavior affect you and your work performance.
Avoid taking this as an opportunity to complain about someone; instead, view it as an opportunity to showcase your ability to deal with difficult people while maintaining your productivity. Here is an answer example: "In my first position out of college, I worked with a person who enjoyed gossip in the workplace. I found that I could redirect her to work by giving a quick reply and then asking her a pointed work question, which would get her back on task. There were a few key takeaways from this experience. I learned how to concentrate on chatter or disruption better than before, and I perfected my skills at refocusing someone else to the task at hand." Here is an answer example: "In my previous position, I did have a coworker who didn't pull their weight. Our team started to complete most of the tasks when it came to group projects. It didn't take much time before our manager noticed this particular individual was slacking. I feel like, in most instances, the underachievers will weed themselves out over time, and it's rarely worth making a fuss over."28. 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! Here is an answer example: "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." Here is an answer example: "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."29. How do you react to an increase in your workload? Often, resorts are very seasonal, and the work will peak, then slow down, as the travel seasons change. The interviewer would like to know how you adapt when the work starts to pile up. Show that you are willing to work faster, put in overtime, or take work home when needed. You will also want to discuss your time-management abilities. Here is an answer example: "In my current hotel customer service position, my workload changes depending on the team's availability, and the travel season. I can adapt to those needs quickly and effectively. Just last week I had two team members who were sick, and my workload increased significantly. I worked overtime and met my deadlines." Here is an answer example: "My work is very seasonal, and when workloads increase, I perform at lightning-speed. When workloads decrease, I find new projects to take on. I love having a lot to do as it makes the days go faster and I feel more energized."30. How would you build rapport with our guests? The interviewer would like to know your methods when it comes to getting to know your customers, or the hotel guests, and building trust with them. When you have a great relationship with the stakeholders, you will be more successful in your work and more likely to stay longer-term.
Some ways that you can build rapport with your clients include:
- Do what you say that you will
- Ask them questions about themselves
- Use the same jargon and industry terms they use
- Set clear expectations, on both sides, from the start
- Remember their names
- Show your extensive knowledge base
- Always be presentable in looks and actions Here is an answer example: "To build client rapport, I ensure always to do what I say that I will. The guests of our facility need to be able to rely on me, and feel 100% confident that I will deliver over and above their expectations at all times." Here is an answer example: "In my current role as Front Desk Manager, I am usually the first person that a guest sees. To build rapport, I make sure always to look and act presentable. First impressions truly are everything! I am always friendly, available to help, and with a smile. If I do not know the answer to their question, I will go the extra mile to find out, rather than saying 'I don't know.'"
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