Why this matters:
This question will provide you with insight into your candidate’s level of computer literacy and familiarity with basic software. Candidates that are familiar with the tools your organization uses will be easier to onboard — but don’t let this become a big part of your final decision. A candidate that demonstrates good tech literacy will have no problem learning new applications quickly.
What to listen for:
- Working knowledge of standard computer applications such as Windows Office or Google Workspace
- Experience with industry-specific tools and other similar software
- Examples describing how they familiarize themselves with a new application
Why this matters:
Although there is some overlap in receptionists’ responsibilities, their duties can vary a lot from one industry to the other. For example, legal receptionists will have different responsibilities than medical receptionists or hotel receptionists. This question will help you gauge how relevant your candidate’s experience is to your organization and how much training they may need.
What to listen for:
- Ideal candidates will have some experience working in your sector or related industries
- Good answers will highlight familiarity with software and procedures specific to your sector
- Mentions of relevant certifications for working in your sector
Why this matters:
Receptionists often have to multitask and juggle answering multiple phone lines with greeting guests and other duties. This question will provide you with a look into your candidate’s ability to multitask without compromising the quality of their work.
What to listen for:
- Great candidates will demonstrate good situational awareness coupled with an excellent ability to prioritize
- The best examples will give precedence to in-person guests over phone calls
- Mentions of the importance of maintaining composure, even when they are overwhelmed
Why this matters:
As customer service professionals, handling disgruntled clients is a routine part of receptionists’ jobs. You need to ensure that your candidate is adept at handling tense situations, negotiating solutions, and going the extra mile to ensure that customers leave satisfied and with a good impression of your organization.
What to listen for:
- Strong answers will emphasize the importance of listening and empathizing
- An ability to remain calm and not feel personally offended or attacked
- Use of respectful language when referring to the situation and the disgruntled customer will be an indicator of your candidate’s general attitude toward others
Why this matters:
Receptionists often work alone and have to make decisions on the spot without their superiors’ guidance. Strong candidates will demonstrate a good balance between initiative and resourcefulness and judging when it’s best to get input from someone with more experience or authority.
What to listen for:
- A working style guided by a clear understanding of their responsibilities
- An ability to work and solve problems autonomously
- Language that evidences a commitment to honor the trust placed in them
Why this matters:
Your receptionist should be someone you can trust to own up to their mistakes and integrate any learnings and constructive feedback into their work to avoid repeating them. This question will provide you with insight into your candidate’s level of self-awareness and their ability to self-correct.
What to listen for:
- Top candidates will describe situations in which they took ownership of their actions and actively worked to make things right
- Mentions of apologizing to the affected parties, if any
- Great answers will include any steps your candidate took to avoid that mistake in the future
Why this matters:
This question will provide you with insight into how your candidate will handle a situation in which they don’t have the knowledge, tools, or the authority to fulfill a client’s request. Ideal applicants will prioritize searching for solutions and demonstrate use of positive and respectful language.
What to listen for:
- Top candidates will describe a polite excuse accompanied by an explanation of why they are unable to assist
- A willingness to ask for help and forward questions and requests to people with the tools or authority to handle them
Why this matters:
As the face of your company, your receptionist will set the tone for your clients’ first impressions. You need a candidate that can handle uncomfortable situations with diplomacy and grace and help project a general picture of order and control at your organization.
What to listen for:
- Strong answers will include a brief apology and an explanation for the delay
- Mentions of following up with the guest if the delay extends for longer than anticipated
- Top candidates will try to build a casual rapport with the waiting guest
Why this matters:
It’s not uncommon for outsiders to press receptionists for information that may be confidential — either intentionally or unknowingly. As someone whose primary duty will be to act as a gatekeeper, your candidate should be highly aware of the importance of discreteness and confidentiality in this position.
What to listen for:
- Strong answers will demonstrate excellent judgment on how your candidate shares information
- Examples of situations in which they were entrusted with valuable resources or information
Contact a sales consultant.