Front Desk Agent Interview Questions & Answers

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Listen carefully. The candidate needs to demonstrate the ability to multitask, as a Front Desk Agent needs to perform numerous tasks concurrently.

I have had a couple of different receptionist jobs and feel that I have experience in a wide variety of duties. Some of the major responsibilities included answering multiple phone lines and directing calls or taking messages, scheduling and confirming appointments, welcoming customers and communicating with them about their needs, and maintaining records and an efficient filing system. Other duties included entering data, handling mail and email, and copying documents.

A good receptionist is detail-oriented, comfortable with juggling multiple projects simultaneously, organized, and an excellent communicator. Since receptionists need to be familiar with telephone systems, having that experience and a pleasant telephone voice is critical.

Employers want to hear about more than the hard skills you’ve listed on your resume. Think about the job description as well as what you’ve learned about the hotel’s culture, mission and current needs. Then use your response to emphasize your compatibility and ways you will use those skills to help them tackle their challenges.

When presented with situational interview questions like this one, it’s important to create a clear and concise answer that describes the problem you encountered, the steps you took to address it, and the ultimate solution. Stay positive and show that you learned something from the situation whenever possible.

In my last position, I worked as a front desk receptionist for a very busy chiropractor who also employed a massage therapist, a physical therapist, and an acupuncturist. Among all of the appointments for the different providers, I came into contact with an average of 75 people daily and interacted with around 100 when you take into account phone calls with current and prospective patients.

Not all guest problems can be solved. Hotel employers want to hire someone who can empathize and remain professional even when they’re faced with an impossible task.

A Front Desk Agent needs to assist guests by providing them with general information. The potential hire needs to demonstrate this ability.

My last position presented the most opportunities to learn how to juggle multiple things at one time. One day in particular stands out for me, and that was the day the practice hit a record number of visits. Among all of the providers, the practice saw 130 patients and clients between the hours of 9 a.m. and 6 p.m. My main job was to check people in, direct them back to the correct provider, take payment, schedule for future visits, and answer the phone. I was also in charge of checking new patients out, which consisted of scheduling a series of visits and explaining insurance benefits. I always did my best to be friendly and give my attention to the people I had face-to-face contact with while still answering the phone, and I saved the paperwork for after-patient hours.

What you wear to a receptionist interview depends on your industry. For example, a receptionist at a law firm would dress differently than a receptionist at a tech company. Look at the company’s website to get a sense of their dress code, or ask your contact in recruiting about the proper attire. If all else fails, business casual is the safest bet.

The candidate needs to display the ability to balance the interests of your establishment with the guests' needs in a tactful manner.

Maybe you want a more competitive salary. Perhaps you cannot abide your current manager. You may even be bored. Whatever the actual reason, find a way to stay positive. It may be easiest to focus on what you want from your new job—greater challenges, more advancement opportunity, a chance to learn a new aspect of hospitality—rather than what you didn’t like about your last one.

Hotels employ a diverse spectrum of personalities as well as nationalities. Regardless of your position, teamwork will often be required. The hiring manager wants to select a professional who can work well with others even when they don’t see eye to eye.

☛ What do you do to ensure guests feel welcome while waiting?
☛ If you had to deal with more than one customers who are complaining at the same time, how would you handle it?
☛ If you are on the phone with an important customer and another important customer walks in, what do you do?
☛ An employee at your company is late for an appointment with a guest who has already arrived. How would you handle this situation?
☛ How do you calculate revpar?
☛ How do you define excellent customer service?
☛ What is your experience with POS systems?
☛ How do you prioritize tasks?
☛ Describe the procedure of accepting and distributing deliveries in your previous job
☛ Tell me about a time you lost a dissatisfied customer. What did you learn? Did you take any steps to win them back?
☛ Have you ever disagreed with your manager’s instructions and what happened?
☛ Describe a time you were faced with a difficult situation where a co worker was at fault. How did you handle it?
☛ Have you ever faced a raging customer?
☛ Tell me about a time you had to make a decision while your supervisor was away. How did it go?
☛ Was there a time you lost your patience with someone?

When you want to work as a receptionist or be a part of the front office staff, you have to have some knowledge on how to answer a few basic questions before the difficult ones come along.

One of the most common front desk job interview questions, that most receptionists ask is what you can tell them about yourself. While answering such questions you should discuss your previous employment experiences.

The question is a good opportunity for you to focus on your professional goals, speak about your skills, achievements and strengths and provide a good summary of your professional self. You don’t have to discuss about your personal life here.

In my experience, good customer service skills go a long way when dealing with high-pressure situations. My past jobs have helped me become more confident in dealing with people and to stay calm even when things get crazy. Communicating with customers is very important, whether it is in person, through email, or over the phone. Most people are very understanding when you apologize and explain what is going on or why the wait is taking so long. I have also learned how to delegate during busy times. For example, in my chiropractic receptionist job, I would ask the billing manager to help answer phones or answer insurance questions during high-volume periods.

The potential hire's answer will show whether they have the ability to deal with challenging people. It is essential for a Front Desk Agent to deal with challenging guests in a tactful, gracious manner.

Whatever your hotel position, there are guaranteed to be days when you cannot complete everything that needs to be done. Hiring managers want to see that you have the ability to analyze such a situation, think clearly when under pressure, make a decision on a course of action and take responsibility as you proceed.

Obviously, you have bills to pay. However, comments about compensation or “I just need a job” are the last thing a hiring manager wants to hear. To best answer this question, you need to spend time learning about the hotel’s history, mission and culture. Check out their website and search the Internet for press releases and other news. If you have access, talk to a few of their employees. Then put together a response that shows you’ve done your research and are a good match for the hotel’s current and future needs as well as culture.

Receptionists are the first face most people see at an organization. As a result, their job is to manage communication from external sources, including vendors, visitors, and other office staff. Doing your job well as a receptionist requires a variety of hard and soft skills, but being organized. and friendly are critical

Receptionists answer phone calls and handle visitors. They also manage the company directories, and give instruction to visitors and vendors when requested. Often they accept packages, order office supplies, and restock the kitchen at their place of work. Your industry and the company you work for will determine any additional receptionist duties.

In my last position I used ChiroFusion, which is web-based practice management software. I have used Outlook for many years and am very familiar with Microsoft Word and Excel. I used PowerPoint to prepare for presentations in another receptionist/assistant job, and I have also used Clearslide and SlideDog. I have been around computers much of my life, and learning new programs is enjoyable and comes easy to me.

It is important for a Front Desk Agent to be friendly and positive at all times. The potential candidate needs to display the ability to accomplish this.

Front desk agents and concierges are not the only hotel staff guests turn to for advice. Before any interview, make sure you’re familiar with local attractions and think about those that would best appeal to a variety of travelers.

Hospitality is all about customer service, so you’re just as likely to get this question when you apply for an administration position as when you’re after one at the front desk. While the answer is common sense, a good way to make a memorable impression is to work language from the hotel’s own marketing materials (such as their website) into your response.