17 Front Desk Manager Interview Questions and Answers

The front desk manager is the first and last impression a customer has of a business. From greeting guests and handling inquiries to managing the front desk staff and overseeing the day-to-day operations, the front desk manager is responsible for ensuring a smooth and pleasant customer experience.

If you’re looking for a job in this important position, you’ll need to be prepared to answer a range of questions in your interview. In this guide, we’ll provide you with some common front desk manager interview questions and answers to help you get started.

Are you comfortable greeting customers and providing basic customer service?

Front desk managers often greet customers and provide basic customer service. Employers ask this question to make sure you are comfortable with these tasks. In your answer, explain that you enjoy interacting with customers. Explain how you can use your communication skills to help the customer.

Example: “I am very comfortable greeting customers and providing them with basic customer service. I find it rewarding to be able to help people who need assistance. As a front desk manager, I would ensure all of my employees know how to greet customers and solve their problems. I also plan on training my employees in different ways they can assist customers.”

What are some of the customer service skills you have acquired over the course of your career?

Front desk managers need to be able to provide excellent customer service. Employers ask this question to make sure you have the skills necessary for the job. Before your interview, think about what customer service skills you possess. Make a list of these skills and refer to it when answering this question.

Example: “I am very good at multitasking while providing excellent customer service. I can answer phones, greet customers and solve problems all at once. I also have exceptional communication skills. I always make sure that my coworkers and customers understand me. This helps me resolve issues quickly and efficiently.”

How would you handle a situation where a customer is angry and demands to speak with a manager?

Front desk managers often have to deal with customers who are upset or angry. Employers ask this question to make sure you can handle difficult situations and diffuse conflict. In your answer, explain how you would use your communication skills to calm the customer down and help them feel heard.

Example: “I once had a situation where a customer was very upset because they were waiting for their prescription. I listened to what they had to say and apologized for the inconvenience. Then, I explained that our pharmacy techs sometimes take longer than expected to fill prescriptions. The customer calmed down after I spoke with them and agreed to wait until we could give them their medication.”

What is your experience with managing customer service teams?

Front desk managers often oversee customer service teams, so employers ask this question to learn more about your experience managing a team. When answering this question, it can be helpful to mention any leadership skills you have that help you manage a team effectively.

Example: “I’ve worked as the front desk manager at my current job for two years now, and I also managed a small team of customer service representatives when I first started working here. In both roles, I used my communication and problem-solving skills to lead my teams. For example, if one of my employees had an issue with another employee, I would use my conflict resolution skills to resolve the situation. I also helped my employees develop their own leadership skills by giving them opportunities to take on more responsibilities.”

Provide an example of a time you went above and beyond to help a customer.

Front desk managers are often the first point of contact for customers. Employers ask this question to see if you have any experience going above and beyond for a customer. They want to know that you’re willing to help them in any way possible. In your answer, share an example of when you helped a customer even though it wasn’t part of your job description.

Example: “When I worked as a receptionist at a law firm, one of my clients was having trouble with their case. The client called me multiple times asking questions about the case. Each time, I answered all of their questions thoroughly. Eventually, they won their case, and they sent me a thank-you card. It made me feel good knowing that I helped them win their case.”

If a customer has questions about services or products, how would you determine the best way to answer them?

Front desk managers must be able to answer questions about the company’s services and products. Interviewers ask this question to see if you have experience with customer service and how you would handle a situation like this. In your answer, explain that you would use your knowledge of the company’s offerings to help customers find what they’re looking for.

Example: “I’ve worked in several different positions at my current company, so I know all of our services and products quite well. If a customer has a question about something we offer, I would first try to answer their question myself. If I needed more information or assistance, I would reach out to one of my coworkers who may have more expertise on the subject.”

What would you do if a customer asked you a question and you didn’t know the answer?

Front desk managers are often the first point of contact for customers. Employers ask this question to make sure you have a plan in place if you ever find yourself in that situation. In your answer, explain what steps you would take to find the information and how you would handle the customer while you look it up.

Example: “If I didn’t know the answer to a question a customer asked me, I would apologize and tell them I would get back to them as soon as possible with an answer. Then, I would go speak with my supervisor or someone else who might be able to help me. If no one could give me an answer right away, I would let the customer know when I would be able to get back to them and then follow through on that promise.”

How well do you multitask?

Front desk managers often have to multitask, so employers ask this question to see if you can handle their expectations. In your answer, explain how you manage multiple tasks and prioritize them effectively. Show that you are organized and able to keep track of several things at once.

Example: “I am very good at multitasking because I am highly organized and efficient. At my last job, I was responsible for answering phones, checking in guests, handling payments and resolving issues all at the same time. I found it easy to balance these responsibilities while still providing excellent customer service. I also used a computer program to help me stay on top of everything.”

Do you have experience using customer relationship management software?

Front desk managers often need to keep track of customer information, such as their preferences and how they like to be greeted. This question helps the interviewer determine whether you have experience using this type of software and if you can adapt quickly to a new system. If you don’t have experience with CRM software, consider asking about what kind of software the company uses so that you can learn it before your interview.

Example: “I’ve used several different types of CRM software in my previous positions, including Salesforce and HubSpot. I find these systems very helpful for keeping track of customer data and ensuring that all front desk employees are greeting customers according to their preferences.”

When providing customer service, how do you determine the urgency of a situation?

Front desk managers often need to prioritize tasks and respond to customers in a timely manner. Employers ask this question to make sure you can manage multiple tasks at once and understand the importance of responding to urgent situations quickly. In your answer, explain how you determine urgency and give an example of when you had to do so in the past.

Example: “I find that urgency is usually determined by the customer’s tone or demeanor. For instance, if they are calm but still need help with something, I would consider it a low-urgency situation. However, if they are upset or frustrated, then I would consider it a high-urgency situation. At my last job, I had to deal with many urgent situations on a daily basis. I found that having a system for prioritizing tasks helped me respond to urgent situations more efficiently.”

We want to improve our customer service scores. What strategies would you use to improve our customer satisfaction levels?

Front desk managers are responsible for improving customer satisfaction scores. Employers ask this question to see if you have any strategies that can help them improve their company’s overall score. In your answer, explain how you would implement these strategies and what the benefits of doing so would be.

Example: “I think one of the best ways to improve our customer service scores is by making sure all employees are friendly and helpful when interacting with customers. I would make it a requirement that anyone who interacts with customers must smile and greet them in a positive way. I would also train my team on how to handle difficult situations with grace and ease. By implementing these two strategies, we should be able to increase our customer satisfaction scores.”

Describe your experience with managing employee schedules.

Front desk managers often have to create schedules for their employees. This question helps employers understand your experience with this process and how you might handle it in the future. When answering, consider what type of schedule system you used in previous roles and highlight any skills or abilities that helped you manage employee schedules effectively.

Example: “In my last role as a front desk manager, I created weekly schedules for all of our employees. I started by creating a spreadsheet where I could enter each employee’s availability for each day of the week. Then, I would assign shifts based on who was available and who had seniority. I also made sure to include coverage during lunch hours and breaks so we always had enough staff members working at any given time.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of all the skills and experiences that qualify you for this role. Focus on highlighting your soft skills such as communication, organization and problem-solving abilities.

Example: “I have five years of experience working in front desk positions at hotels and medical offices. In my previous roles, I’ve learned how to manage multiple tasks at once while maintaining excellent customer service. My ability to multitask has helped me develop time management skills that allow me to complete work efficiently. I also understand the importance of prioritizing tasks based on urgency.”

Which industries do you have experience working in?

Employers ask this question to learn more about your background and experience. They want to know if you have any relevant experience that would help you succeed in their company. When answering, list the industries you’ve worked in and what kind of work you did. If you don’t have experience working in a similar industry, explain why you’re excited to get started.

Example: “I’ve worked as a receptionist for several different companies over the past five years. I’m looking for a new opportunity where I can use my skills and knowledge to make an impact. My previous employers always praised me for my customer service skills and ability to multitask. I think those skills will be beneficial here.”

What do you think is the most important trait for a front desk manager to have?

This question can help the interviewer determine if you have the same priorities as they do. It also helps them understand how your skills and experience align with their company’s values. When answering this question, it can be helpful to mention a trait that is important to you personally and one that you think would benefit the organization.

Example: “I believe the most important trait for a front desk manager to have is empathy. I’ve worked in customer service before, so I know how frustrating it can be when someone isn’t empathetic or kind. As a front desk manager, I want to make sure my team members feel supported and valued. Empathy is an important part of making sure everyone feels comfortable and confident.”

How often do you perform routine checks on equipment and software?

Front desk managers are responsible for ensuring the smooth operation of their front desks. This includes making sure all equipment and software is working properly. Employers ask this question to make sure you have experience with performing routine checks on equipment and software. In your answer, explain that you understand how important it is to ensure everything is operating correctly. Explain that you will perform these checks at least once a day or more if needed.

Example: “I understand how important it is to check equipment and software regularly. I would perform routine checks at least once per day. If there were any issues, I would fix them right away so they don’t cause problems later in the day. I also know how important it is to keep track of when things need to be repaired. As a result, I would write down when something needs to be fixed and who should do it.”

There is a problem with a customer’s order. How do you handle it?

Front desk managers often have to handle customer complaints. Employers ask this question to make sure you know how to resolve conflicts with customers and keep them happy. In your answer, explain what steps you would take to solve the problem. Show that you are empathetic and willing to help the customer.

Example: “I would first apologize for the mistake. Then I would find out exactly what happened. If it was a simple mistake, I would fix it right away. If there is more involved, like if they didn’t get their entire order or something else went wrong, I would offer them a discount on their next visit. This way, they can still enjoy our food and we don’t lose a loyal customer.”