Why this matters:
Hotel front desk agents are responsible for a variety of tasks that must be performed using computers, such as overseeing online reservations, handling payment transactions, and administering check-in and check-out procedures. Top candidates will have experience using modern hotel reservation software and demonstrate a high degree of familiarity with computers.
What to listen for:
- Competence and ease when discussing computers
- Experience using hotel reservation software, such as Cloudbeds or RoomKeyPMS
- Strong verbal communication skills
Why this matters:
A hotel’s front desk is a busy place — with guests, staff, and vendors often seeking immediate assistance. Hotel front desk agents must know how to multitask and prioritize responsibilities, staying calm under pressure to deliver superior customer service. Highly organized agents help hotels run smoothly and contribute to their welcoming atmospheres.
What to listen for:
- Exceptional ability to multitask
- Sharp decision-making skills when managing competing priorities
- Patience when confronted with multiple demands at once
Why this matters:
Qualified candidates will be able to offer their perspective on skills that are essential to working as a hotel front desk agent. Ideally, their perspective will be based on personal experience, knowledge, and insight. Moreover, candidates should be prepared to speak to their strengths as a candidate and demonstrate a willingness to assess areas that might call for improvement.
What to listen for:
- Accurate understanding of the skills important to the role
- Thoughtful consideration of the role’s demands
- Ability to discuss professional strengths and weaknesses
Why this matters:
The primary responsibility of a hotel front desk agent is to interact with hotel guests and provide them with outstanding customer service. Sometimes agents encounter upset, frustrated, and even angry guests. Top candidates will understand the importance of treating such guests with respect while also working to resolve problems quickly and professionally.
What to listen for:
- Experience resolving a difficult situation with a customer
- Ability to remain calm and clearheaded in stressful situations
- Prioritizes customer service and maintaining a professional, welcoming atmosphere
Why this matters:
This question asks candidates to reflect on a time when they didn’t use their best judgment and offer insight on how they could make a better choice. Qualified candidates should be able to assess their past performance with honesty and humility, and demonstrate an understanding of appropriate conflict resolution skills to apply to challenging future situations.
What to listen for:
- Problem-solving mindset
- Excellent conflict resolution skills
- Ability to admit error and embrace honest self-reflection
Why this matters:
Hotel front desk agents report to and take direction from hotel management. They must excel at working independently while heeding instructions and requests from those in positions of authority. Top candidates will approach workplace disagreements with professionalism and exhibit a healthy respect for their supervisors.
What to listen for:
- Professionalism in the workplace
- Ability to take direction, consider feedback, and adjust when necessary
- Respectful attitude toward coworkers and supervisors
Why this matters:
Hotel front desk agents perform a myriad of tasks, many of which occur daily, hourly, or multiple times an hour — like checking customers in and out, accepting payment and assigning rooms, and overseeing the housekeeping schedule. While repetitive, these tasks are essential to the hotel’s successful operation and require agents’ focus and motivation as they complete them.
What to listen for:
- High standards of excellence
- Intrinsic motivation to do a job well
- Team-oriented mindset
Why this matters:
The front desk agent is often the first hotel representative a guest sees upon arrival. Given that first impressions matter, it’s important candidates understand their role in welcoming guests and making them feel at ease. Ideal candidates will have given thought to how they greet guests and feel passionate about hospitality as a customer-facing service.
What to listen for:
- First-rate customer service skills
- Understanding of hotel management best practices
- Passion for working in hospitality and helping guests
Why this matters:
Guests notice when hotel representatives exceed expectations, often resulting in higher customer satisfaction, better reviews, and further business. Degrees of detail can impact the guest experience — and should matter to front desk agents as they carry out their duties. Top candidates will be detail-oriented and demonstrate an appreciation for small gestures that leave a favorable impression on guests.
What to listen for:
- Detail-oriented approach to work
- Appreciation of small but impactful gestures
- Desire to facilitate a positive guest experience
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