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Front Desk Interview
Questions

30 Questions and Answers by Rachelle Enns

Updated March 3rd, 2020 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 30
Why did you choose to become a Front Desk Associate?
View Answer
How to Answer
You have likely chosen a career as a Front Desk Associate because you're naturally friendly and are keen to help people out. This helpfulness, combined with other hard and soft skills, makes you great at your job! Communicate to the interviewer that you are passionate about your work and that you're not one to fizzle out after a short time in the role.
30 Front Desk Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
  1. Why did you choose to become a Front Desk Associate?
  2. Why should we hire you as our Front Desk personnel?
  3. As a service professional, who do you look to for advice on customer service, and best business practices?
  4. In which ways can a Front Desk Associate contribute to a company's overall success?
  5. How do you feel about saying 'no' to a customer with unreasonable requests?
  6. What tools do you need to deliver excellent customer service?
  7. Have you ever worked with a CRM or client management software?
  8. How well do you work in a cross-departmental environment?
  9. Are you comfortable handling a very busy, multi-line phone system?
  10. As a Front Desk Associate, what do you believe is your best asset?
  11. What do you do to ensure guests feel welcome while waiting?
  12. If you could take any administrative related coursework, what would you choose?
  13. Being at the front desk, how do you minimize distractions?
  14. Have you ever trained or coached another Front Desk Associate?
  15. When have you received exceptional customer service? What made the experience stand out?
  16. Have you ever received a negative review from a customer?
  17. How would you help a customer who you found difficult to understand due to a language barrier?
  18. As a Front Desk Associate, how do you define excellent customer service?
  19. How many days were you absent from work last year?
  20. Tell me about a situation that tested your patience.
  21. Would you be willing to work over 40 hours a week?
  22. What type of formal customer service training have you received?
  23. What has been your most quantifiable achievement as a Front Desk Associate, this year?
  24. Tell me about the latest customer service approach you have implemented.
  25. What attributes do you think we should look for when hiring Front Desk personnel?
  26. In your most recent position, what was the most common customer service issue you addressed?
  27. How are your computer skills?
  28. From the perspective of a Front Desk Associate, how can we improve the guest experience?
  29. Name a time where you went above and beyond to satisfy a guest.
  30. How do you deal with difficult people?
15 Front Desk Answer Examples
1.
Why did you choose to become a Front Desk Associate?
You have likely chosen a career as a Front Desk Associate because you're naturally friendly and are keen to help people out. This helpfulness, combined with other hard and soft skills, makes you great at your job! Communicate to the interviewer that you are passionate about your work and that you're not one to fizzle out after a short time in the role.

Rachelle's Answer
"I have always desired a career in hospitality. I enjoy helping people in person and over the phone. I am a whiz when it comes to finding resources, scheduling, and providing helpful information promptly. I am eager to grow in my customer service skills while learning how to be the best point of communication between my company and its customers."
2.
Why should we hire you as our Front Desk personnel?
Interviewers want to hear about that one unique skill that sets you apart from the other candidates applying for this job. Think of your answer as your 'elevator pitch' or your qualifying statement. If you can't think of ways that you are unique, ask a few friends or family members what they feel sets you apart from other people. Their observations may help you understand how you are perceived.

Perhaps you already know what sets you apart! This skill could include any industry accolades, exceptional achievements, new industry-related training, a second language, or how involved you are in the community. Don't be afraid to brag about yourself a bit. In an interview, you are your most influential advocate.

Rachelle's Answer
"I have ten years of experience working at the front desk in the guest services industry. I have a proven track record of satisfied customers and will continue to build that professional reputation within your organization. I often provide my employer with creative solutions on how to provide the best possible service and elicit more positive online reviews. Having been a part of the industry for many years, I have seen a lot of change with systems, social media influence, and approaches to customer satisfaction. I have adapted to every change and innovation with ease and excitement, and I look forward to doing that at your company as well."
3.
As a service professional, who do you look to for advice on customer service, and best business practices?
As a successful customer-facing professional, you should have at least one stable influence to guide you in your customer service and business approach. For you, a Front Desk Associate, this could be a supervisor of the past or present, a business-minded manager whom you admire, or someone who has mentored you along the way. Discuss who you look to for advice and influence, and mention at least one crucial thing you have learned from them in the past.

Rachelle's Answer
"Initially, I will look to my management team as well as the company training and resources available to me. I will also lean on what I learned as a student, obtaining my diploma in business management. As I grow in my role and require more variety in my learning, I will continue looking to podcasts and audiobooks, which are my among my favorite ways to learn and gain new skills."
4.
In which ways can a Front Desk Associate contribute to a company's overall success?
The interviewer wants to see that you know your role as an administrator is a valuable one. Answer confidently, and prove to the interviewer that you are the highly-valued teammate, the missing piece of the puzzle, the comrade that they need!

Rachelle's Answer
"I believe that a great Front Desk Associate acts as the eyes and ears of the company. They often talk to the customers one-on-one, more than anyone else in the organization. They understand the needs of the clients and are the first impression of the company to most. For these reasons, I ensure that my attitude, and my appearance, is highly professional at all times."
5.
How do you feel about saying 'no' to a customer with unreasonable requests?
In a customer service focused role, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish claims or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason.

Rachelle's Answer
"In the service profession, there will be customers who want you to deliver the impossible. I am down for a challenge; however, there are some things that I cannot do. If I came across an unreasonable situation, I would take the time to educate the customer on what I could do and ensure they were able to gain something from the interaction rather than just being turned away."
6.
What tools do you need to deliver excellent customer service?
The interviewer would like to set you up for success, should you be the successful candidate. There are many tools that you could use to excel in your job but remember - the most vital tool you possess is an excellent attitude and a great management team backing you. Discuss with the interviewer what you think you will need to deliver exceptional service to their clients.

Rachelle's Answer
"Thank you for asking! To deliver the best customer service, I appreciate having solid customer guidelines to follow. I perform best when expectations are well laid out from my management team. Another critical factor in delivering exceptional customer service is great training. The better I know the offerings of your organization, the more wholly I will be able to help our valued customers."
7.
Have you ever worked with a CRM or client management software?
This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all the software and programs that you have used in your current and previous roles. Be prepared to discuss the tools with which you are most experienced. Once you have this list, you can also add these details to your resume.

Some of the most popular CRM's include:

- Zoho
- Oracle
- HubSpot
- Salesforce
- NetSuite
- Microsoft Dynamics

Rachelle's Answer
"I am savvy on the point of sale systems but have not worked with a specific CRM in the past. If you would like to share with me the programs you use here, I would love to take the initiative and watch some online tutorials."
8.
How well do you work in a cross-departmental environment?
Working in a cross-departmental environment is one where teams from different groups, or business units, work together to achieve a common goal. This situation could mean that Front Desk Associates are collaborating with the accounting department, or marketing and sales to work together for a common goal.

A cross-departmental collaboration can often involve working with people in varying seniority, offering you a broader range of exposure to the business. Show the interviewer that you are excited about these cross-collaboration opportunities. If you have exposure to this type of working environment, discuss it.

Rachelle's Answer
"In my current role, I work closely with the Events and HR departments, primarily when it comes time to special events and training new hires. I like these bits of exposure to other departments because it gives me a deeper perspective into how our company operates, making me all that more knowledgeable!"
9.
Are you comfortable handling a very busy, multi-line phone system?
As a Front Desk Associate, depending on the role, you may be responsible for the front-line phone system. The interviewer would like to know more about the volume of calls you are accustomed to taking on an average day. If you are an experienced Front Desk Associate, you probably know this answer off the top of your head. Think about how many hours per day you work, how many lines you handle daily, and how often you find yourself picking up a new call.

Rachelle's Answer
"I have worked with up to a 10-line switchboard and have also trained other new Fronon the use of multi-line systems. I consider myself an expert with multi-line systems and do not doubt that I could handle the call volume here."
10.
As a Front Desk Associate, what do you believe is your best asset?
As a person on the front-lines of customer service, you likely have many assets that you plan to bring with you to this new job, but how do they fit in with what the company is actively seeking? Take another peek at the job description or job posting, and make a note of which assets crossover with their must-have's. Be sure to use unique keywords that will make you a memorable candidate.

Rachelle's Answer
"I have been a Front Desk Associate in a busy hotel environment for many years, giving me exposure to tasks related to customer service, new employee training, promotions, concierge, and more. I would say that my greatest asset is my sound understanding of gold-star customer service delivery and it's importance."
11.
What do you do to ensure guests feel welcome while waiting?
The interviewer is looking for an indicator that you can keep a room warm, should you be working in a waiting room environment. If you have experienced this situation in the past, take some time to walk the interviewer through your approach. Perhaps you offer water, a magazine, or give frequent updates on their expected wait time. Remember, being in the customer service industry means your priority is always the customers' satisfaction!

Rachelle's Answer
"As per procedure at my previous job, we served guest refreshments if they were to wait. I'd also brief the guest on the establishments' facilities, encouraging them to check out our offering. If I had free time on my hands, I would converse with them, ask where they're from, and ensure them that they'd enjoy their stay at our hotel."
12.
If you could take any administrative related coursework, what would you choose?
The interviewer would like to know that you have an interest in continued learning and education. There are many admin related courses available, whether they be online, at a community center, or your local college or university.

Chances are, the class that you would choose is one of your areas of weakness, so this question can be a less direct way of asking what your greatest weakness is. How you reply could also give the interviewer an indication of your most significant interests when it comes to the scope of your administrative or customer-facing work.

Rachelle's Answer
"Thank you for asking! I appreciate that your organization encourages continued education for its employees. I would say that any coursework related to dispute resolution would be helpful. I have stellar administration and customer service skills. I want to learn even more when it comes to increasing my ability to put out fires before they escalate to the executive whom I support."
13.
Being at the front desk, how do you minimize distractions?
The interviewer needs assurance that you can handle being at the front desk, in the middle of all the action. They want to be sure that you are not going to fall victim to distractions left and right! Talk about how you would ensure that you remained on task. If you are currently in an environment with high-traffic, refer to that experience and what you do to minimize distractions.

Rachelle's Answer
"As a recent University graduate, I know all about distractions! There will be a major paper due and a great sorority event on the same night. I have learned how to say no, keeping my end goal in sight at all times. I will apply this same level of discipline when it comes to distractions, being at the front desk, or working around a lot of different people in a day."
14.
Have you ever trained or coached another Front Desk Associate?
The interviewer would like to know the extent of your experience when it comes to training, coaching, and mentoring others. You may not have formal experience in a workplace setting, but it is highly likely that you have coached someone in the past. This situation may include tutoring a classmate while attending University, or perhaps training someone in a volunteer capacity. Explain the approach that you took and express which aspects of coaching someone else you enjoyed.

Rachelle's Answer
"I have coached and trained many other Front Desk Associates, through my career as a Front Desk Supervisor. In our current organization, we do see a fair amount of turnover. I train approximately 3-4 new people per year. My training style is easy to follow, and I encourage a lot of hands-on learning."
15.
When have you received exceptional customer service? What made the experience stand out?
The interviewer wants to hear your excitement when it comes to being the recipient of excellent customer service. The way you answer this will show the interviewer that you are well aware of the difference between average and exceptional service! Keep your answer brief, explain the situation, and what you did to express your thankfulness for the stand-out service.

Rachelle's Answer
"I had a new car shopping experience recently, and as you may already know, there is a considerable variety of approaches when it comes to car sales professionals. I was getting frustrated and finally landed at our local Honda dealership. I think the salesperson could see my frustration because she came outside with a latte for me, and asked if I wanted to chat or be left alone for a few minutes. She let me be to scan the lot, and when I was ready, she sat me down and got to know me and my needs. I bought my new SUV that day and will never go anywhere else. I have a handful of her business cards in my wallet and refer her anytime I have the chance."
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