What do you do to ensure guests feel welcome while waiting?

"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."

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!

How would you help a customer who you found difficult to understand due to a language barrier?

"If I had a customer who was challenging to understand, I would make sure to repeat the most important parts of the conversation, whether that be one sentence or a single word. It's important to me that my customers clearly understand what I am offering, and that I clearly understand how I can meet their needs."

Language barriers can be a challenge, and they are common in the customer service industry. As a Front Desk Associate, delivery of customer expectations is everything. Hence, you must remain professional, even when a communication situation may not be as simple or easy to get through as you would like. Here are a few ways that you can overcome a language barrier: - Use simple-to-understand language - Use visuals when communicating - Repeat the essential parts of the conversation - Remain patient and respectful

Have you ever received a negative review from a customer?

"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."

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.

When have you received exceptional customer service? What made the experience stand out?

"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."

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.

Have you ever trained or coached another Front Desk Associate?

"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."

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.

Being at the front desk, how do you minimize distractions?

"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."

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.

If you could take any administrative related coursework, what would you choose?

"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."

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.

In which ways can a Front Desk Associate contribute to a company's overall success?

"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."

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!

As a Front Desk Associate, what do you believe is your best asset?

"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."

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.

Are you comfortable handling a very busy, multi-line phone system?

"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."

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.

How well do you work in a cross-departmental environment?

"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!"

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.

Have you ever worked with a CRM or client management software?

"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."

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

What tools do you need to deliver excellent customer service?

"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."

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.

How do you feel about saying 'no' to a customer with unreasonable requests?

"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."

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.

As a Front Desk Associate, how do you define excellent customer service?

"I define good customer service as actively seeking out opportunities to give the customer a better experience than they expected to receive. If I can change my customer's day, for the better, then I have done my job in delivering exceptional customer service."

Excellent customer service goes beyond doing as expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need. Be sure to echo the jargon used on the company website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief, but ensure that it packs a punch.

Why did you choose to become a Front Desk Associate?

"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."

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.

"I am fascinated by your job position in the front office because I would love to expand my Customer Service career. Also, I have enrolled on the course in accounting and bookkeeping for next year so that I believe that I can share the knowledge about accounting, as well as my experience in childcare, particular in customer service, relationship building, greeting and providing advice and information to the customer. I would love to contribute to your company to achieve the vision of your outfit"

How many days were you absent from work last year?

"I had zero unexcused absences last year. In total, I took 12 vacation days out of my 15 allotted days. I was sick just two days, and a note from my doctor accompanied those absences. Once I was late due to a terrible snowstorm; however, I always try to be 10 minutes early for my shift."

A part of being a diligent employee is ensuring that you are always on time and present when expected. Be prepared to speak about your sick days and unexpected absences. As you know, it's great to be 10 minutes early rather than just showing up right on the dot. If you abide by this philosophy, be sure to mention this fact. Talk to the interviewer about your attendance and assure them that you are the reliable team member they are seeking.

Tell me about a situation that tested your patience.

"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."

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.

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

"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?"

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.

What type of formal customer service training have you received?

"I have received robust customer service training throughout my years as a Front Desk ssociate. In my current role, I teach new employees the basics of customer service excellence, including building rapport, active listening, identifying opportunities to exceed expectations, and service with a smile. Could you share with me your favored approach when it comes to training your front desk service teams?"

The interviewer would like to know about any formal training you have received, related to customer service. This training could include a robust onboarding plan, continued on-the-job training you have received, courses you have enrolled in, or even books that you have read to grow professionally. Show the interviewer that you have a continued interest in bettering your customer service delivery. This question is a great time to ask the interviewer about their company-specific training approach for Front Desk personnel.

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

"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."

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.

As a service professional, who do you look to for advice on customer service, and best business practices?

"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."

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.

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

"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."

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.

What attributes do you think we should look for when hiring Front Desk personnel?

"When hiring Front Desk personnel, I would look for people who are okay with being managed. I would also seek out those who appreciate the value of their customers. Lastly, I would look for those who are patient with others and themselves. These are the common attributes I see in the most successful people I have worked with, and characteristics that I continually work on improving."

As a Front Desk Associate, you probably exude endless patience, a willingness to learn, kindness, and self-control. Talk to the interviewer about what you believe to be the most important attributes when hiring Front Desk team members. Be sure to explain your reasoning while also showing the interviewer that you possess these qualities yourself.

In your most recent position, what was the most common customer service issue you addressed?

"The most common customer service issue I have come across in my current role is customers waiting too long in line. Due to budget cuts, we have been understaffed for quite some time now, which often means longer wait times. To help resolve this, I stay late during peak times. I help at the front desk, chat with people, and create an overall collaborative vibe. My efforts have alleviated the situation significantly, and customer complaints have dropped approximately 15%."

When the hiring authority is aware of the types of service issues you commonly come across in your current role, they can more easily assess what you will be ready to handle in your upcoming position. Speak about the customer service issues that most often come across your desk, and what you do to repair disputes and improve customer service related scenarios in the future.

Why should we hire you as our Front Desk personnel?

"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."

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.

How are your computer skills?

"I rate my computer skills at an intermediate level, perhaps a 7 out of 10. In my current role, I use Program ABC and System XYZ, which were difficult to learn, but I was ahead of the curve. Could you share with me the programs most frequently used in this role? I would be happy to gain a head start by watching online tutorials and self-educating."

For technical-based questions, you must be honest and upfront with the interviewer. It might be tempting to exaggerate your skills, but remember, it will reflect poorly on you if you underperform once hired. Describe for the interviewer what programs/software/tools/applications you have used in the past, as this information will be beneficial. You can rate your overall proficiency on a 1-10 scale or by using benchmarks such as 'beginner,' 'intermediate,' or 'expert.' Feel free to ask what type of programs you would be using in this role, and what the expectations would be. You can also ask what kind of training is involved and inquire about resources you could use to get a head start on your learning.

From the perspective of a Front Desk Associate, how can we improve the guest experience?

"I have looked at your new website and found it to be well organized and easy to navigate. With that said, I have found in the past that when clients can see a map of parking and other navigational information right on the front page of the website, it can eliminate a lot of frustration on their end. We implemented this online approach in the hotel where I currently work, and the difference was quite positive."

This question is a bit tricky, given that you do not work there yet, and you are not fully aware of operational details. You want to make a suggestion based on a pain point or challenge that you know the company is having. If this information is not known to you, it might be a struggle to come up with suggestions on how things should go. To avoid sounding like a know-it-all, aim to offer areas of improvement based on information and skills you've gathered through past opportunities. At your previous job, what made the team so efficient? What kind of improvements did you suggest? How did you establish a great working relationship with your boss? What did you do to achieve your goals and hit your targets on time? With this approach, you avoid sound condescending, and at the same time, you get to illustrate further why you're the best fit for the role. Be sure to also throw in a compliment for the company!

Name a time where you went above and beyond to satisfy a guest.

"While working at Hotel ABC, I encountered a flustered woman in the lobby. She was desperate to find supplies for a small party she was to host later that afternoon, and I felt it was my duty to help. I immediately directed her to our concierge, who was familiar with the area and could direct her to nearby shops. I also coordinated with our banquets team to see if we had anything we could lend her. In the end, the small gathering turned out to be a success, and she thanked our team profusely for helping out."

As a Front Desk Associate, you understand the importance of going the extra mile for your customers. Relay your passion for customer satisfaction not only by telling but also by showing. Provide the interviewer with a specific story/example of how you made a customer very happy. Following the STAR method, be sure to give enough background information so that your interviewer can follow along. Lastly, be sure to provide information on how the situation turned out in the end.

How do you deal with difficult people?

"Difficult people present valuable challenges. I enjoy trying to understand where they are coming from, and then what techniques I can apply to help them improve their behavior or resolve a situation. Most difficult people want to feel like they have a voice. So, I listen, empathize, and reassure them while still maintaining my position as a person who deserves positive communication."

Rather than just explaining your communication approach, try offering specifics when it comes to the steps that you take with challenging people. If you have customer service or dispute resolution training, this is an excellent opportunity to discuss this training. The interviewer wants to know how you'll handle people who are not exactly on the same wavelength as you. Your example could address a situation with a colleague or a challenging customer. Convey to the interviewer that you're capable of behaving professionally, no matter the situation. Show that you do not take things personally when someone around you is difficult. Show that you don't sweat the small stuff, and your priority is always harmony and excellent communication.

Front Desk Interview Questions

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

Front Desk Interview Questions

1. What do you do to ensure guests feel welcome while waiting?

2. How would you help a customer who you found difficult to understand due to a language barrier?

3. Have you ever received a negative review from a customer?

4. When have you received exceptional customer service? What made the experience stand out?

5. Have you ever trained or coached another Front Desk Associate?

6. Being at the front desk, how do you minimize distractions?

7. If you could take any administrative related coursework, what would you choose?

8. In which ways can a Front Desk Associate contribute to a company's overall success?

9. As a Front Desk Associate, what do you believe is your best asset?

10. Are you comfortable handling a very busy, multi-line phone system?

11. How well do you work in a cross-departmental environment?

12. Have you ever worked with a CRM or client management software?

13. What tools do you need to deliver excellent customer service?

14. How do you feel about saying 'no' to a customer with unreasonable requests?

15. As a Front Desk Associate, how do you define excellent customer service?

16. Why did you choose to become a Front Desk Associate?

17. How many days were you absent from work last year?

18. Tell me about a situation that tested your patience.

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

20. What type of formal customer service training have you received?

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

22. As a service professional, who do you look to for advice on customer service, and best business practices?

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

24. What attributes do you think we should look for when hiring Front Desk personnel?

25. In your most recent position, what was the most common customer service issue you addressed?

26. Why should we hire you as our Front Desk personnel?

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?