17 Guest Services Manager Interview Questions and Answers

Guest services managers are the first point of contact for guests at a hotel, resort, casino, or other hospitality establishment. They are responsible for greeting guests, registering them, and providing information about the property and the area. Guest services managers also handle complaints and ensure that guests have a pleasant stay.

If you’re looking for a job in guest services, you’ll likely need to go through a job interview. In order to prepare, review the most common guest services manager interview questions and answers below.

Are you comfortable working with a team of people to manage the day-to-day operations of a guest services department?

The interviewer may ask this question to learn more about your leadership skills and how you interact with others. Your answer should include examples of how you’ve worked as part of a team in the past, along with any specific skills that make you a good teammate.

Example: “I have always enjoyed working on teams because it allows me to collaborate with other people who bring different ideas and perspectives to the table. In my last role, I was part of a small team of three employees who all had different strengths. Together, we were able to provide excellent customer service while also ensuring our department ran smoothly.”

What are some of the most important qualities that a guest services manager should have?

This question can help the interviewer determine if you have the skills and abilities to be successful in this role. When answering, it can be helpful to mention a few of your strongest qualities that make you qualified for this position.

Example: “I believe that one of the most important qualities a guest services manager should have is patience. This job requires me to interact with many different people each day, so I need to be able to remain calm and collected when they are having problems or questions. Another quality I think is important is communication. As a guest services manager, I will often delegate tasks to my team members, so I need to be able to clearly explain what needs to be done.”

How would you handle a situation where one of your employees was consistently providing a poor customer experience?

The interviewer may ask you a question like this to assess your leadership skills and how you would handle a situation that could negatively impact the company’s reputation. In your answer, demonstrate your ability to lead by example and encourage others to do the same.

Example: “If I noticed one of my employees was consistently providing a poor customer experience, I would first speak with them privately about their performance. If they continued to provide a negative experience after our conversation, I would have a follow-up meeting with them to discuss their job performance and expectations. If they still failed to meet those expectations, I would terminate their employment.”

What is your process for handling complaints from guests?

The interviewer may ask this question to assess your customer service skills and how you handle challenging situations. Your answer should include a specific example of how you handled a complaint in the past, along with an explanation of what steps you took to resolve it.

Example: “When I receive a complaint from a guest, my first step is to listen carefully to understand their concerns. Then, I apologize for any inconvenience they experienced and offer them a solution or compensation. In my last role as a guest services manager, I had a situation where a guest was upset because we ran out of one of our menu items. To make up for the inconvenience, I offered them a free dessert on their next visit.”

Provide an example of a time when you went above and beyond to provide exceptional customer service.

The hiring manager may ask this question to learn more about your customer service skills and how you handle challenging situations. When answering, think of a time when you went above and beyond for a guest or group of guests. Explain what motivated you to provide exceptional service in that situation.

Example: “At my previous job, I had a family come into the store where I worked who was looking for a gift for their son’s birthday. They were having trouble finding something they liked, so I offered to help them look through our inventory to find something he would enjoy. After searching together, we found an item that suited his interests and budget. The family thanked me profusely for helping them find the perfect gift.”

If a guest asked for recommendations on things to do or places to eat in the area, how would you respond?

The interviewer may ask you a question like this to assess your customer service skills and how you interact with guests. Use examples from past experiences where you helped customers find things to do or places to eat in the area.

Example: “I would first ask them what they’re looking for, whether it’s something fun for kids, romantic or adventurous. Then I’d tell them about some of my favorite spots in the area based on those preferences. For example, if they said they were looking for something adventurous, I might recommend a nearby hiking trail that has beautiful views at sunset.”

What would you do if you were running low on supplies like towels, toiletries or food items during a busy time?

The interviewer may ask you this question to assess your problem-solving skills and ability to delegate tasks. Your answer should include a specific example of how you would handle the situation, as well as who you would assign the task to.

Example: “If I was running low on supplies during a busy time, I would first check with my team members to see if they had any extra supplies that we could use for the day. If not, I would call our supplier or vendor to order more supplies before the end of the day. In addition, I would also make sure to have someone restock the supplies by the next morning.”

How well do you manage your time and prioritize tasks on a daily basis?

Time management is an important skill for a guest services manager. This question helps the interviewer assess your ability to manage time and prioritize tasks in order to meet deadlines and customer expectations. Use examples from previous experiences where you had to balance multiple projects or work under tight deadlines.

Example: “In my last role, I was responsible for managing multiple teams of employees while also handling customer service calls. In this position, I learned how to effectively delegate tasks to my team members so that I could focus on resolving issues with customers. For example, if one team member was busy helping a customer, I would take over their task of checking in guests at the front desk.”

Do you have experience using ticketing software to manage customer requests?

The interviewer may ask you a question like this to gauge your experience using specific software programs. If they’re looking for someone with expertise in the company’s ticketing system, share that you have used it before and describe how you were able to use it effectively.

Example: “I’ve worked at several venues where we used Ticketmaster as our primary ticketing platform. I found it easy to navigate through the different options to find what I needed quickly. When customers had questions about their tickets or orders, I was able to access their information easily to help them resolve any issues. I also learned some tips and tricks from other employees who had more experience using the program.”

When planning events or promotions, how do you determine target demographics and audience interests?

The interviewer may ask you this question to assess your analytical skills and how well you can apply them to planning events or promotions. Use examples from previous experience in which you used data analysis to determine target demographics or audience interests.

Example: “I use social media analytics software to monitor the age, gender and location of our company’s followers on all major platforms. I also look at what content they engage with most often and what types of posts receive the highest engagement rates. This helps me understand who our followers are and what kinds of events or promotions would be most effective for reaching them.”

We want to increase our social media presence and online presence as a whole. How would you go about doing this?

This question is a great way to see how the candidate plans to grow your business. You can ask them about their social media presence and what they would do to increase it, as well as any other online platforms that you use for marketing purposes.

Example: “I think one of the best ways to increase our social media presence is by creating more content. I would create a schedule where we post at least once per day on each platform. This will help us build up our followers and keep people interested in our brand. As far as increasing our online presence, I would focus on building links from reputable websites.”

Describe your experience with digital marketing and advertising.

The interviewer may ask this question to learn more about your experience with social media and online advertising. Use examples from previous jobs or personal experiences to explain how you used digital marketing and advertising to promote a business, event or product.

Example: “I’ve worked in the entertainment industry for five years now, so I have plenty of experience using social media platforms like Facebook, Twitter and Instagram to advertise events and venues. In my last position as an event coordinator, I helped create content for our company’s website and social media accounts to help increase traffic and attract new customers. We also created advertisements on popular websites and apps to reach a wider audience.”

What makes you the best candidate for this guest services manager position?

Employers ask this question to learn more about your qualifications for the job. They want someone who is passionate, hardworking and eager to help others. When answering this question, make sure you highlight your relevant skills and experience. You can also share a story of how you helped solve a problem or challenge at your previous job.

Example: “I am the best candidate for this position because I have five years of guest services management experience. In my last role, I managed a team of 20 employees and increased sales by 10% in one year. I know that I can use these skills to lead your team to success. I am also highly organized and detail-oriented, which makes me an excellent communicator. These skills will help me communicate effectively with both customers and employees.”

Which industries do you have experience in?

Employers ask this question to learn more about your background and how it relates to their company. Before your interview, research the company’s website or do a Google search to find out what industries they work in. If you have experience working in those same industries, share that information with the interviewer.

Example: “I’ve worked in both the retail and hospitality industries for my entire career. I started as a cashier at a clothing store when I was 16 years old, and I’ve been working in hotels since I graduated college. My most recent position was as a guest services manager at a luxury hotel.”

What do you think is the most important aspect of customer service?

This question can help the interviewer understand your priorities and how you would approach customer service as a guest services manager. Your answer should show that you value quality customer service, but it can also be an opportunity to highlight any specific skills or experiences that make you qualified for this role.

Example: “I think the most important aspect of customer service is making sure customers have a positive experience. I know that even if there are some challenges, like long lines or technical difficulties, we can still do our best to ensure that guests leave with a good impression of our company. For example, when I worked at my previous job, I had a guest who was upset because they couldn’t find what they were looking for in our store. I helped them look through all of our inventory until we found exactly what they needed.”

How often do you think a guest services manager should check in on staff to make sure they’re providing exceptional customer service?

The interviewer may ask you this question to understand how often you plan to check in with your staff and ensure they’re doing their job. Your answer should show that you value the importance of checking in on your team, but also that you know when it’s appropriate to let them work independently.

Example: “I think a manager should check in with their staff at least once every hour during peak hours and twice per day during slower times. This allows me to make sure my employees are providing exceptional customer service while still allowing them to work independently. I find that these checks help me learn more about each employee’s strengths and weaknesses so I can provide better training or coaching as needed.”

There is a conflict between two of your front-line staff members. How do you handle it?

The interviewer may ask you a question like this to assess your leadership skills and how you handle conflict. In your answer, demonstrate that you can use your problem-solving skills to help the staff members resolve their differences and get back to work.

Example: “I would first make sure both employees are in the same room with me so I can hear both sides of the story. Then, I would listen carefully to each employee’s side of the story before asking questions to clarify what happened. After hearing all the facts, I would try to come up with a solution that works for everyone involved. If one of the employees is at fault, I would let them know they need to improve their performance or risk termination.”