7 Most Common Job Interview Questions And Answers for the Hospitality Industry

Getting ready for a job interview in hospitality? The global hospitality industry is a multi-billion dollar industry that deals in the business of being in the service of guests. That encompasses hotels, tourist attractions, restaurants, theme parks, leisure resorts, spas, and even transportation providers. While sectors such as tourism and food & beverage took a beating during the pandemic, the industry is poised to recover in a big way as border restrictions loosen in a bid to get the tourists flowing again. Aside from the pandemic, rapid technological advancements have led the hospitality industry to evolve constantly by the day, making it a dynamic field to work in.

So, do you think you have what it takes to work in the hospitality industry? The hospitality industry is largely a “people business” — while management skills and other capabilities such as finance and accounting are important to this sector, this industry does not rely on hard, technical skills alone. To keep business sustainable, establishments need to create a valuable and satisfying experience for their guests and make them feel important. These will help build goodwill and relationships, leading to brand loyalty and continued patronage.

Positive consumer feedback, such as reviews, ratings, and recommendations, is crucial for service-oriented businesses. It helps increase sales and create a database of devoted clientele.

Common Job Interview Questions And Answers For the Hospitality Industry

If you are seriously considering a job in hospitality, then you could be up for a job interview soon. First impressions are important, and you may be daunted by the idea of facing your interviewer. You might feel the need to look your best and provide the right answers to every question an interviewer throws at you.

While it is best to answer as truthfully as you can, there is no harm in preparing how to frame your answers by anticipating what your interviewer may ask you on the day. Here are some interview tips to answer the common interview questions and answers for the hospitality industry.

“What do you enjoy most about working in hospitality?”

This is a fairly straightforward question that gives your interviewer more insight into how you view your career and the industry in general. The interviewer wants to know what it is about the profession that motivates you and keeps you inspired.

Best way to answer:

Do your best to steer clear of generic and vague answers. Chances are the interviewer is expecting you to answer those anyway. Take this as an opportunity to let the interviewer know a little bit more about yourself. Share your personal experiences and talk about the specific aspects of hospitality you are most drawn to — from the daily challenges of customer service down to social interactions. This will showcase your passion for your career and authenticity.

Example: “Being in hospitality can be a demanding and high-pressure environment. But, I appreciate my ability to think on my feet in specific situations that need quick solutions. I also enjoy meeting different people and the challenge of having to deal with different personalities on a daily basis.”

“What are the essential qualities to be successful in hospitality, in your opinion?”

Every manager conducting a job interview wants to get to know a candidate’s work ethic, personality, and values. This question is the interviewer’s way of gleaning that information specific to the industry.

Best way to answer: 

Think about the hospitality industry as a whole — its perks and challenges — and reflect on the attributes that you think are needed to be successful. Also, think about your own qualities that fit the role and the nature of the business. This is your chance to sell yourself. You can find a list of key hospitality values here.

“How important is customer service to you?”

Customer service is a crucial factor in building brand satisfaction and loyalty in the hospitality industry — even if this means dealing with difficult clients or situations on a regular basis. And in the hospitality industry, many things can happen: a missed flight, an incorrect booking, a wrong dish order, weather disturbances, and more. This question allows the interviewer to gauge your attitude towards customer service and your aptitude for it.

Best way to answer:

Acknowledge that customer service can be daunting. People come with different kinds of personalities and backgrounds, and it can be difficult to please them all at once. This shows a genuine side to your personality rather than showing artificial enthusiasm for a difficult task. Instead, share your perspective on why good customer service is instrumental for continued business growth.

“Describe a time when you had to deal with an irate customer. How did you calm down the customer and resolve the situation?”

As mentioned earlier, being in hospitality means dealing with difficult situations — including agitated customers — for various reasons. In this instance, the interviewer is looking to gauge how you deal with agitated customers, maintain your composure, and think on your feet through a specific example.

Best way to answer: 

This is time to give an anecdote. Talk about a previous experience which clearly demonstrated your people skills and flair for soothing irate customers. Talk the interviewer through your process of diffusing the situation and reaching an amicable situation for the customer. Show off your creative problem-solving skills, and you will definitely make a lasting impression.

“Have you ever had to disappoint a guest? Why was that, and how did you handle the situation?”

Even if the saying “the customer is always right” is prevalent in the hospitality business, it happens: you simply cannot please everyone. There are times when you will have to bite the bullet and say “no,” however difficult it might be. The interviewer wants to know that you will be able to stomach the challenge with grace and professionalism.

Best way to answer: 

This is where experience makes a difference. If you have worked in the hospitality industry for a number of years, you will undoubtedly have more than a few encounters of this nature to share with the interviewer. Pick a few examples that illustrate your diversity and flexibility in this approach — dealing with different guests is not a one-size-fits-all matter, after all. You want to show the interviewer that you have had extensive experience in managing customers.

“What would you say are the biggest challenges of working in hospitality, and how do you deal with them?”

Through this question, the interviewer is looking to identify your weaknesses and evaluate how you perform under pressure.

Best way to answer: 

Cite examples where you were faced with stressful situations and the steps you took in handling them. Do not be afraid of being honest. Talk about the areas you struggle with most, and what you are doing to address your shortcomings. What matters is to show initiative and willingness to improve and progress.

“What is your most noteworthy achievement to date?”

This is a chance for you to sell your achievements and showcase how you can apply the skills listed in your resume in real life.

Best way to answer: 

Think about a specific example which demonstrates your strengths and skills as a hospitality professional. If possible, cite an example where you set a new customer service record or implemented a new process that boosted the team's sales or productivity. Be as detailed as possible and include the steps you took to overcome obstacles you encountered along the way.

While the idea of a job interview may be daunting, it does not have to be. By reviewing these interview questions and answers for the hospitality industry, you can prepare for your job hunt with confidence. Practice with JobStreet’s Interview Tool and get the job you want.

Anticipate these industry-specific questions and get ready to ace that job interview. When you’re ready, #SEEKBetter jobs that suit your skills on JobStreet. 

For more expert advice on getting hired for the role you want, visit the Career Resources Hub.