1. Tell me about a difficult situation you encountered and how did you handle it.
Overview
This question is designed to see how a candidate would handle a difficult situation at the front desk. This can range from a guest being upset to a coworker having a bad day. The ideal candidate will be able to keep their cool and use their communication skills to diffuse the situation.
Overview
This question is designed to see how a candidate would handle a difficult situation at the front desk. This can range from a guest being upset to a coworker having a bad day. The ideal candidate will be able to keep their cool and use their communication skills to diffuse the situation.
Interview Expectations
Excellent communication skills
Confidence in their ability to handle difficult situations
Ability to remain calm under pressure,
Sample Answer
A few weeks ago, I had to deal with an upset guest who was trying to check in but couldn't find his reservation. After checking the computer, I discovered that someone had accidentally cancelled his reservation without notifying him. I apologized for the mistake and offered him a free upgrade to a suite for his troubles.