MockQuestions

Upscale Hotels Interview Questions

30 interview questions and answers to help you prepare for an interview in the upscale hotels industry.

Get More Information About Our Upscale Hotels Interview Questions

Question 1 of 30

Describe for me your idea of a luxury holiday.

How to Answer

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.

Next Question

30 Upscale Hotels Interview Questions & Answers

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

      How to Answer

      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.

      1st Answer Example

      "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."

      2nd Answer Example

      "Staying with Company ABC 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."

  • 2. How has your post-secondary education prepared you for this role with Company ABC?

      How to Answer

      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 Company ABC.

      1st Answer Example

      "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."

      2nd Answer Example

      "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 Company ABC food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."

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

      How to Answer

      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.

      1st Answer Example

      "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."

      2nd Answer Example

      "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."

  • 4. How would you respond if a customer left a negative review of yourself or Company ABC online?

      How to Answer

      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

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 Company ABC.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 Company ABC 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 Company ABC, 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?

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      Hotels have multiple departments including:

      - Housekeeping
      - Front Office
      - Human Resources
      - Security
      - Spa & Retail
      - Food & Beverage

      When 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 10. What do you know about the Company ABC guest loyalty program?

      How to Answer

      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 Company ABC 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

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      Whether it be your guests or your co-workers, you are sure to find a diverse environment with you work for Company ABC. 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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
      - SmartHotel

      Share 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 15. Do you believe Company ABC should collaborate with online booking sites? Why or why not?

      How to Answer

      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, etc

      Discuss with the interviewer your thoughts but try to remain neutral if you are unsure where Company ABC stands when it comes to this type of service.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      Company ABC 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 Company ABC 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 Company ABC 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      The interviewer would like to know that you will not go into full-fledged fan mode, 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      Company ABC 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      Company ABC 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.

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 25. In this role with Company ABC you will move from reception duties to task delegation, to assisting other departments. How do you deal with pivoting activities on a regular basis?

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 Company ABC. Briefly discuss how you would let your good taste shine when it comes to customer interactions.

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 27. In which languages are you fluent?

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 28. Company ABC has KPIs to meet. Do you have any sales training?

      How to Answer

      Company ABC 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 Company ABC 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?

      Answer Examples Have Been Hidden

      Please upgrade to view

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

      How to Answer

      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 culture

      Talk 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!

      Answer Examples Have Been Hidden

      Please upgrade to view

  • 30. Are you applying for any jobs with Company ABC competitors?

      How to Answer

      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.

      Answer Examples Have Been Hidden

      Please upgrade to view