Frequently asked questions in hotel front desk interview

Frequently asked questions in hotel front desk interview

Frequently asked questions about hotel front desk interview 1

What are the common problems in hotel front desk interview? How to prepare?

First of all, gfd should be tidy, preferably with colored hair.

Because our four-star hotel has strict regulations.

Secondly, during the conversation, you must smile and behave appropriately.

The front desk of the hotel pays attention to your image, manners, gfd and treating people. These impressions are very important!

Secondly, foreign languages.

Introduce yourself briefly and prepare one.

He may talk to you directly in a foreign language and ask you some simple questions, such as where you graduated and what your major is.

You can also read something and ask questions about the passage.

These don't need too much preparation. Of course, some hotels don't use foreign languages, and the requirements are not high.

Why did you choose a hotel?

What do you think is the most important thing in the hotel industry?

Most people should ask.

Just give a realistic answer. In short, the most important thing is to show a good self-image answer with a smile and be confident.

More related to service and attitude, sense of responsibility, etc.

Other interview questions are also recommended as follows:

Talking about Interpersonal Life Experience Teachers' Qualification Examination: Frequently Asked Questions and Answers in Interview and Guidance on When to Go to Work

Frequently asked questions about hotel front desk interview 2

What should a guest do when he comes back from a trip and finds that his money and things are not enough?

1, I'm very sorry about this, please provide your room number or name;

2. Go to the site with the guests and security guards to learn about the relevant contents, such as the time when the guests left, the time when they came back to find out, the location where the money was put, and how much money was missing;

3. Record the details, and promise to give the guests the survey results, and ask the guests to recall whether there is any discrepancy;

4. Submit the information provided by the guest to the housekeeping department and the monitoring center for investigation, ask the attendant on duty, tell the guest the results of the investigation, and the guest will decide whether to call the police.

What if the guest can't hang up in the room?

1, I'm very sorry about this, please provide the room number;

2. Check the guest's computer information according to the room number. Is there a reason?

3. Explain the reasons to the guests, ask them to understand and ask them to cooperate;

4. Make corrections on the computer or notify the housekeeping department for inspection.

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When the guests checked out, they found that the signatures of individual bills did not match their handwriting. What should I do?

1, I'm very sorry about this kind of thing, compare it immediately;

2. Ask the guests if they agree that roommates or other friends will include consumption in the room rate;

3. The remaining objections, please hang the account first, and then solve them after investigation;

4. Check the bill with the cashier on duty and ask for details.

What if the room attendant finds a cigarette butt burning hole in the carpet of the room?

1. Please ask the room attendant to confirm again whether the new smoke hole is caused by the guests during their stay; 2. Explain to the guests that there are smoke holes in the guest room carpet, and compensation is required according to the hotel regulations;

3. If you have any objection, go to the building with the guests and let them remember;

4. Compensation fees can be reduced or exempted as appropriate.

The housekeeping department reported that the guest had taken the bath towel and checked out at the front desk. What should I do?

1. You can't just ask the guest if he took the bath towel and ask for compensation. Instead, you should politely ask the guests to help you recall the place where you put the bath towel. The room attendant can't find it for the time being.

2. If the guest doesn't want to take it out face to face, he can ask the guest to go back to his room to help him find it, so as to save his face.

3. Each guest explains that if the bath towel can't be found in the room, the guest needs to make compensation;

4. If the guest admits that the bath towel is not a hotel consumable, you can buy it if necessary. At the same time, they are very grateful to the guests for buying hotel items as souvenirs.

What should I do if the guest uses the drink in the guest room mini-bar but denies it?

1. Please ask the housekeeping department to check again to see if the drinks in the room have been replenished in time or the guests have paid for them.

2. Ask the guests to ask whether the guests who live together have used it, or recall whether there are friends gathering during their stay; 3. Also ask the guests to recall whether the drinks are placed in other parts of the room, and ask the guests for assistance;

4. This fee can be reduced or exempted as appropriate.

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What if I lose my room key?

1, appease the guest and ask him to report the room number or the name of the registrant for inspection;

2. Invite guests to show their valid certificates and check the relevant information with the registrant on the computer;

3. If it is correct, you can copy a key for the guest to remind the guest that he needs compensation for losing the key;

4. Tell the guest that the original key is invalid.

What should I do if the guest is sick in the hotel?

1, expressing sympathy for the sick guests and asking the hotel to take care of them at ease;

2, immediately contact the hotel medical staff, on-site diagnosis for the guests;

3, according to the condition of the guest, arrange personnel to buy medicine for the guest outside the hotel or send the guest to the nearest hospital for medical treatment;

4. Pay attention to the guests until they recover.

What if the guest checks out at night and leaves the hotel the next morning and asks to keep the room key?

1. Explain to guests that hotel check-out is a 24-hour service, and guests can check out when they leave the hotel.

2, with the consent of the guests, can check out, but still need to keep the key or other prepaid expenses;

3. In the absence of rounds, the room rate can be settled first, but the advance payment that may be used as keys or other expenses still needs to be retained;

4, make notes on the brain, and do a good job of succession.

What should I do if the guest deposit delivery voucher is lost?

1, appease the guest and ask him to report the room number or the name of the registrant for inspection;

2. Invite guests to show their valid certificates and check the relevant information with the registrant on the computer;

3. After it is correct, please keep a copy of the certificate as the hotel and write the certificate;

4. If you are not a registrant, you can tell the guest that you can't check out for the time being, and the registrant will check out with valid documents and make relevant computer notes.

What if a guest dies in the store?

1, immediately notify the security department and block the scene;

2. Call the police according to the instructions of the superior, and keep the guest's roommate or friend at the same time;

3. Print the relevant information of the guests and the monitoring video during the check-in;

4. Recruit relevant hotel personnel, such as house cleaners, to cooperate with the police. ;