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Hotel Front Desk Clerk Interview Questions

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  1. Why do you want to work at this particular hotel? See answer
  2. What is a best practice for interacting with the public or receiving hotel guests? See answer
  3. Are you familiar with booking software or any other computer software? See answer
  4. Have you ever had to deal with an irate guest? If so, how did you deal with them? See answer
  5. Are you familiar with working with a team of hotel employees? See answer
  6. We are proud of our customer service standard. How would you build customer loyalty if you worked for us? See answer
  7. Tell me about your experience in working with hotel booking software.
  8. A hospitality professional in your team is hostile. How do you handle this?
  9. Does appearance matter in this job? Please explain your answer.
  10. In your previous job, tell me about an experience in which you saved your employer money.
  11. There is a glitch in the booking software, and it’s a busy day. How do you stay positive? Tell me about the methods or tactics you use to do so.
  12. Personality can impact efficiency in a hotel front desk clerk position. What are the personality traits that make you suitable for this job?
  13. As a hotel front desk clerk, are there any skill areas that we can help you to develop?
  14. In this job, the ability to resolve conflicts effectively is important. What is your approach to handling customer criticism diplomatically?
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6 Hotel Front Desk Clerk Interview Questions and Answers

Q:

Why do you want to work at this particular hotel?

A:

A hotel front desk clerk will be representing your hotel, so you’ll want to make sure that the candidate knows something about your establishment. The ideal candidate will have done some research on your chain or business beforehand to show that they take initiative to learn about their potential employers and their policies upfront.

What to look for in an answer:

  • Applicant’s ability to cite specifics regarding your business
  • Familiarity with your brand and its competitors
  • Eagerness and passion for your company

Example:

“As a previous customer of your hotel, I like what the company stands for and would be honored to contribute to such an exemplary level of service.”

Q:

What is a best practice for interacting with the public or receiving hotel guests?

A:

As a hotel front desk clerk, your applicant will be responsible for greeting guests and interacting with anyone else who walks through the front doors of the hotel. Therefore, it’s imperative that they know the proper ways to interact with the public. They’ll be representing your entire business and will oftentimes be a potential customer’s first impression of your company, so you’ll want someone who will come off professionally.

What to look for in an answer:

  • Confidence with speaking with strangers
  • Charisma and a general likability
  • Manners and decorum

Example:

“I truly love meeting new people and always make sure to interact with them respectfully, making eye contact, speaking clearly and being friendly.”

Q:

Are you familiar with booking software or any other computer software?

A:

Your front desk clerk will be responsible for booking customers into their rooms. They’ll need to be able to navigate your booking system, and while each hotel’s booking system might be different, an applicant who has a bit of experience with one, or with computers in general, will likely be easier to train than one who has no experience.

What to look for in an answer:

  • Computer literacy and technical knowledge
  • Willingness and ability to learn any necessary software
  • Comfort with multitasking and working with technology while speaking

Example:

“At my last hotel front desk clerk position, I learned the computer system in a day and am comfortable navigating the computer comfortably while assisting customers.”

Q:

Have you ever had to deal with an irate guest? If so, how did you deal with them?

A:

When dealing with the public, it is inevitable that your front desk clerk will have to deal with rude or unruly customers. Therefore, it is essential that the person who’s going to be representing your company knows the proper way to handle irate guests so that no negative repercussions come down on the business as a result of poor employee-customer interaction.

What to look for in an answer:

  • Excellent customer service skills
  • Understanding of customer value and unwillingness to speak negatively about guests
  • Politeness and ability to apologize even when not in the wrong

Example:

“I once had a guest complain that he was given the wrong type of room. I apologized for the mistake without making excuses and rectified it with a room that was satisfactory to him.”

Q:

Are you familiar with working with a team of hotel employees?

A:

Hotel front desk clerks frequently have to be able to dole out chores and orders to other members of hotel staff. They must make sure that cleaning staff knows which rooms to clean and when to have them clean, and they must pass along any guest requests to the appropriate staff members. They must also report to upper management about any requests from guests or other people seeking managerial services. Likewise, they must also make decisions when presented with certain issues from other hotel staff team members.

What to look for in an answer:

  • Familiarity with taking the lead and directing other team members
  • Ability to listen to other team members and make decisions
  • Ability to function both independently and as a team unit

Example:

“As a hotel front desk clerk for my last job, I passed along information to other team members, such as when the front lobby needed to be cleaned and so on.”

Q:

We are proud of our customer service standard. How would you build customer loyalty if you worked for us?

A:

As a hotel front desk clerk is usually one of the first staff members to interact with a hotel guest, they should have excellent customer service skills. With this question, an employer can test a candidate's abilities in this area. An ideal hotel front desk clerk candidate would articulate a convincing approach for engaging customers and building loyalty.

A candidate's answer should emphasize:

  • Strategy for developing loyalty in customers
  • Ability to make a connection with the hotel's clients
  • Communication, strategy and customer service skills

An example answer to this question could look like this:

Example:

"I would maintain and improve your service standard by using specific skills and behaviors to improve customer loyalty. For example, I would use the database to check if a client is a returning customer. If so, I would make sure to remember their name and use it during my interactions with them, communicate my appreciation of their return visit and use the customer record to give them personalized service. An example salutation would be, "Ms. Adams, it's great to see you again in time for our Oktoberfest celebration."

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