1. Are you comfortable working rotating shifts?

'Yes, I can work rotating shifts. I believe in the growth and success of the hotel and if that means working
different shifts, then I'm okay with it. Besides, that also means personal development and improvement
on my part. I have worked night and day shifts in my previous job and received no complaints from my
supervisor. My only concern is to receive a briefing at the start of the placement on how often my shifts
change to prepare accordingly.'

2. Why are you the right person for this position?

'I believe I'm the ideal candidate for your role because I have an array of skill sets that benefit the hotel.
I can stay calm under pressure and have good oral and written communication skills, which come in
handy when dealing with frustrated customers. In my previous positions, my problem-solving skills and
stamina to work for long periods have greatly influenced hotel success. Clients require someone who
they can come to with any issues related to their rooms or the hotel in general and have them resolved
as soon as possible.'

3. Do you think you're overqualified for this position?

'No, I don't think I'm overqualified. I believe that your hotel can benefit from my previous experiences
and skill set in hotel reception. I deliver top-notch customer service experience as I've dealt with
different types of customers in the past. My organisational and computer literacy skills help me use
hotel management software and ensure everything is in place as requested by a client. I am the ideal
candidate as all these tie in with the growth and development goal of your hotel.'

4. What can you do if a customer accuses you of poor customer service?

'First, I always strive to ensure this doesn't happen as I firmly believe that customers come first and are
right. I try to listen attentively to them and help where necessary. I take each client's priorities seriously
and if I didn't provide them with the ideal customer service, I apologise and ask my superior to give me
pointers on how to handle the situation better in the future. I go ahead and admit my mistake and
promise to keep calm in case a similar event occurs.'

5. Why are you looking for a new role?

: 'I'm looking for a new hotel receptionist job because I no longer feel challenged in my current position.
I'm ready to take on new responsibilities and challenge myself in new ways. I believe a position in your
company can help me to develop new skill sets that add to my competencies and build my portfolio.
Your company also provides various career growth opportunities for advancement.'

1. Can you talk about a time you handled an upset customer?

In my previous role, a guest became extremely rude and angry when the hotel could not honour the
reservation because of a technical glitch. Despite the guest's attitude, I remained calm while addressing
their concerns. After listening to their complaint, I offered an alternate solution and gave them another
reservation. This helped me build a strong and positive relationship with the customer. I even avoided
future conflicts from occurring. As I was able to handle the situation by thinking carefully and quickly, I
ensured the person had a seamless experience.

2. What office management tools are you familiar with using?

I have been working as a front office executive for the past three years, and I have vast experience in
using scheduling software and other office management tools. In my previous role, I scheduled meetings
with the help of a calendar application. I also used accounting software to track monthly expenses and
invoices. Finally, I regularly use various communication software to streamline communication with
clients and colleagues.

3. How do you handle a situation where a customer calls and asks to speak to a colleague who is
currently unavailable?

If a customer calls and asks for a specific colleague who is unavailable, I would first apologise for the
inconvenience. If the customer requires immediate assistance, I would transfer the call to another
employee who may assist them. If they want to speak only to one particular employee, I would ask for
their contact information and let them know I would pass their message on as soon as possible. In the
meantime, I would follow up with the employee to ensure they receive the message.

4. What experience do you have working with suppliers? What process do you follow for initiating
contact with new suppliers?

Yes, I have experience working with suppliers. The process I follow while initiating contact with new
suppliers is researching them and their services thoroughly to determine whether they are an ideal fit
for the company. If I feel they are suitable, I contact them via email or phone and explain what services I
am looking for. I schedule a meeting if there is an opportunity to meet them in person. During my initial
conversation, I establish a professional relationship and ensure all expectations are clear. Then, I
continue communicating with them to make sure everything runs smoothly.

5. What is a front office employee's most important skill set?

The most important skill of a front office employee is communication. The role requires communicating
with employees, customers, suppliers and other people who walk into the office. I am an excellent
organiser and can efficiently multi-task, which helps me manage my time. I also believe that my strong
phone skills and the ability to remain calm and friendly during stressful situations are key for this role.

6. Can you make decisions when your supervisor is unavailable?

Before making any decision, I usually consult my manager. But in my previous role, there was an
instance where I personally made a supplier-related decision because my manager was on medical
leave. Before deciding, I assessed the situation objectively and recollected my manager's previous
instructions. I made sure to choose a supplier who fulfilled the company's requirements.

7. Do you prefer working in a collaborative work environment?

Yes, I have experience working in a collaborative environment. I am an excellent communicator who

enjoys collaborating to complete tasks. In my previous job, I worked with the entire team to ensure
smooth front office operations. I regularly brainstormed ideas for improving the front desk's efficiency
and customer service. As I worked in collaboration with the marketing, finance and operations
departments, I know how each of these departments functions. This experience taught me the
importance of working in a collaborative environment and its benefits for the company. Because of this
skill set, I am suitable for the front desk role.

8. How do you prioritise tasks at work?

As I am a highly organised employee, I prioritise my work by creating a checklist for every task requiring
my attention. The checklist I create helps me ensure I complete all my job duties. I focus on prioritising
customer-facing tasks. I let my managers and supervisors know I require help when I get overwhelmed
with work. Rather than completing every task independently, I accept my colleagues' help. As a result of
these strategies, I constantly receive high ratings on my performance.

9. What work responsibilities did you manage in your last job?

In my previous job, I worked at a hotel's front desk and my primary responsibility was greeting and
responding to guests over the phone and in person. A part of my job responsibilities involved handling
client reservations, check-ins and check-outs. I even acted as a communicator between the guests and
hotel staff. As I worked in a fast-paced environment, I sometimes resolved guest issues when my
manager was unavailable. I was able to manage guests while providing a superior customer experience.