Sample interview questions: Can you describe your approach to inspecting the reception and front desk services in a hotel?
Sample answer:
Approach to Inspecting Reception and Front Desk Services
1. Mystery Guest Visit:
- Engage as an undercover guest to evaluate firsthand interactions with the front desk staff.
- Assess efficiency, professionalism, knowledge, and problem-handling abilities.
2. Staff Observation:
- Monitor staff interactions with guests during peak and off-peak hours.
- Observe body language, communication skills, and adherence to standard operating procedures.
3. Documentation Review:
- Inspect guest check-in and check-out records, reservation logs, and guest correspondence.
- Assess accuracy, efficiency, and compliance with policies.
4. Response Time and Resolution:
- Simulate guest inquiries, requests, and complaints to test the staff’s response time.
- Evaluate the efficiency of problem resolution and follow-up measures.
5. Appearance and Ambiance:
- Inspect the reception area for cleanliness, organization, and welcoming ambiance.
- Ensure appropriate signage, lighting, and accessibility arrangements.
6. Cross-Departmental Inter… Read full answer