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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.
Job Interviews     Careers     Communications    

Question 1 of 30

Why should we hire you as our Front Desk personnel?

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Answer Examples

1.

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."

2.

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."

3.

What has been your most quantifiable achievement as a Front Desk Associate, this year?

When the interviewer asks for a quantifiable achievement, they are looking for a precise response with measurable numbers and impact. Perhaps you have boosted process efficiencies in the past year, or maybe you have significantly increased customer satisfaction points. Talk to the hiring authority about your most significant achievement as a Front Desk Associate, offering up as much detail as possible.

Rachelle's Answer

"I am very proud to say that, since taking over as the Front Desk Manager six months ago, my team has maintained a 96% satisfaction rating in the customer care department. Previously, the satisfaction rating was only 72%. I skyrocketed satisfaction numbers by re-engaging my team through small rewards, verbal recognition, and fun performance-based initiatives within the front desk service department."

4.

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."

5.

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."

6.

Tell me about the latest customer service approach you have implemented.

Today, customer service must go far past 'service with a smile.' Customers are demanding more out of their experiences and interactions. The hiring authority wants to see that you have inventive methods for initiating top-notch customer service as a Front Desk Associate. If you have not had the opportunity to implement any ideas, speak about ways you believe you could make an impact on customer service results, as a member of this Front Desk team.

Rachelle's Answer

"I have some definite ideas when it comes to creating positive customer service experiences. When I am shopping or traveling, I like to feel acknowledgment by the customer service or front desk reps, quite quickly. I want to have a normal conversation rather than feeling 'sold to.' I also want to feel confident that the person helping me is knowledgable. For that reason, I have recently introduced my fellow team to the 3R's of respect, reassurance, and responsiveness. The 3R's mean having respect for the customer, with the reassurance that you know your product, and responsiveness in regards to all questions, queries, and needs."

7.

Would you be willing to work over 40 hours a week?

Asking the right questions, and having a full understanding of expectations is very important. Offer some information on your availability, and then ask questions as needed. If you haven't had a chance to clarify scheduling needs, consider asking, 'What shifts are you looking to fill?' or, 'Do you require coverage for the evenings or weekends?'

If the employer expects you to work 10-12 hour days, it would be essential for you to know this information before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.

If it turns out the schedule won't work, 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.

Rachelle's Answer

"I am looking for a full-time position and can offer flexibility, as needed. Could you share with me which shifts are available and if you require evenings and weekends?"

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.

Have you ever received a negative review from a customer?

Most people have received a negative review or comment at one point in their careers. 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 feedback that you received.

Rachelle's Answer

"I had a client call my boss once because she felt I was not dressed professionally enough for my Front Desk role. I admittedly was wearing a more casual outfit than normal. I am now always sure to beware of my appearance and will put a little extra effort in because of that feedback."

10.

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."

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.

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."

13.

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."

14.

Tell me about a situation that tested your patience.

When answering a 'Tell me about a time' question, it's best to use the STAR method (Situation, Task, Action, Result), which will allow you to outline a specific example and show the interviewer in greater detail how you kept your patience.

Can you stay positive when customers or clients complain? How do you navigate situations where you have to wait for long periods? Patience is undoubtedly a virtue, but it can be challenging to maintain when certain circumstances push your buttons. Provide an example that shows how you deal with situations that require a lot of time and patience.

Rachelle's Answer

"As a Front Desk Associate, I will often come across a customer who is unhappy with their experience. As a front-line worker, I usually take the brunt of the situation. Just the other day, I had a customer actively complaining about my shift manager. The customer thought my manager was rude and handled their situation unprofessionally. I asked the customer to tell me exactly what I could do to make them happy again. The customer outlined what it was she needed, and I proceeded to deliver just that. It felt good to make a customer happy while restoring their faith in our organization and service level."

15.

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."

More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
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Phone
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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.

Interview Questions

  1. Why should we hire you as our Front Desk personnel?
  2. What tools do you need to deliver excellent customer service?
  3. What has been your most quantifiable achievement as a Front Desk Associate, this year?
  4. As a Front Desk Associate, what do you believe is your best asset?
  5. Have you ever worked with a CRM or client management software?
  6. Tell me about the latest customer service approach you have implemented.
  7. Would you be willing to work over 40 hours a week?
  8. How well do you work in a cross-departmental environment?
  9. Have you ever received a negative review from a customer?
  10. Why did you choose to become a Front Desk Associate?
  11. What do you do to ensure guests feel welcome while waiting?
  12. As a service professional, who do you look to for advice on customer service, and best business practices?
  13. Have you ever trained or coached another Front Desk Associate?
  14. Tell me about a situation that tested your patience.
  15. In which ways can a Front Desk Associate contribute to a company's overall success?
  16. How do you feel about saying 'no' to a customer with unreasonable requests?
  17. Are you comfortable handling a very busy, multi-line phone system?
  18. If you could take any administrative related coursework, what would you choose?
  19. Being at the front desk, how do you minimize distractions?
  20. When have you received exceptional customer service? What made the experience stand out?
  21. How would you help a customer who you found difficult to understand due to a language barrier?
  22. As a Front Desk Associate, how do you define excellent customer service?
  23. How many days were you absent from work last year?
  24. What type of formal customer service training have you received?
  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?
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