17 Hotel Front Desk Supervisor Interview Questions and Answers

The hotel front desk supervisor is the first person guests see when they walk into the hotel, and the supervisor is responsible for ensuring that guests have a positive experience. This position also includes managing the front desk staff, handling complaints, and completing other administrative duties.

If you’re looking for a job as a hotel front desk supervisor, you’ll likely need to go through a job interview. To help you prepare, we’ve gathered some common interview questions and answers for this position.

Are you familiar with the area around the hotel? Can you suggest local attractions or services to our guests?

Front desk supervisors need to be familiar with the area around their hotel. They should know where local attractions are, as well as any services that guests may need. This shows your interviewer that you’re committed to providing excellent customer service and ensuring that your guests have a positive experience at the hotel.

Example: “I grew up in this city, so I’m very familiar with all of the local attractions and restaurants. In fact, I would love to share some of my favorite places with our guests. For example, there’s an amazing seafood restaurant just five minutes from here. It has great reviews online and is reasonably priced.”

What are some of the most important skills for a front desk supervisor to have?

This question can help the interviewer determine if you have the skills and qualifications to succeed in this role. When answering, it can be helpful to mention a few of your strongest skills that relate to the job description.

Example: “The most important skill for a front desk supervisor is communication. This person needs to be able to clearly communicate with guests, coworkers and management. Another important skill is problem-solving. Front desk supervisors need to be able to solve problems quickly and efficiently so they can provide excellent customer service. Finally, I think organization is another important skill because it helps ensure everything runs smoothly.”

How would you handle a situation where a guest is unhappy with their room and wants to be moved to a different one?

Front desk supervisors often have to handle difficult situations with guests. Employers ask this question to make sure you know how to diffuse a tense situation and keep it from escalating. In your answer, explain that you would try to calm the guest down and find out what they want. Then, you would talk to your manager about moving them to another room.

Example: “I would first apologize for any inconvenience and then ask them what they wanted. If they are unhappy with their current room, I would go speak to my manager about finding them a new one. I would let the guest know we were working on getting them into a different room as soon as possible.”

What is your process for handling a guest who wants to check in but doesn’t have a reservation?

Front desk supervisors often have to handle unexpected situations, such as a guest who wants to check in but doesn’t have a reservation. Your answer should show the interviewer that you can think on your feet and solve problems effectively.

Example: “I would first apologize for their inconvenience and explain that we don’t have any rooms available at this time. I would then offer them a discount on our hotel restaurant or other amenities to make up for it. If they are still unhappy, I would ask if there is anything else I can do to help them feel better about their stay.”

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

Front desk supervisors are responsible for ensuring that their hotel’s guests have a positive experience. Interviewers ask this question to learn more about your customer service skills and how you handle challenging situations. In your answer, describe a specific situation in which you went above and beyond to help a guest. Explain what steps you took to ensure the guest had an enjoyable stay.

Example: “In my previous role as a front desk supervisor at a luxury resort, I once had a guest who was unhappy with his room. He complained that there were ants all over his bathroom floor. I apologized profusely and offered him another room on our property. However, he declined and said he would rather stay in his current room.

I then asked if he wanted me to send someone up to spray the room. He agreed, so I sent one of our maintenance staff members up to the room to spray it. The next day, the guest called to tell me how much he enjoyed his second night in the room. He told me that he felt like we really cared about his satisfaction.”

If a guest asked you for restaurant recommendations, what would be your first response?

Hotel front desk supervisors often have to make recommendations for guests. This question helps employers determine how you would respond in a situation like this and whether your response aligns with the hotel’s brand. In your answer, explain what steps you would take to find out about local restaurants that match the hotel’s brand.

Example: “I would first ask them if they are looking for something casual or upscale. Then I would check our database of reviews to see which restaurants we’ve received positive feedback on. If there aren’t any that fit their needs, I would call some nearby hotels to see if they had any suggestions.”

What would you do if you saw a colleague engaging in behavior that violated the hotel’s policies?

Front desk supervisors often have to address employee behavior that violates company policies. This question helps employers understand how you would handle such a situation and whether you are likely to follow the rules yourself. In your answer, explain what steps you would take to ensure the policy is followed in the future and that it does not negatively impact the hotel’s reputation or business operations.

Example: “If I saw a colleague engaging in behavior that violated the hotel’s policies, I would first speak with them privately about their actions. If they were aware of the violation but continued to engage in the behavior, I would document the incident and inform my manager so they could take appropriate action. I believe it is important for employees to know the consequences of violating company policies. However, I also think it is important to give colleagues multiple chances before taking more serious disciplinary measures.

How well do you perform under pressure?

Front desk supervisors often have to make decisions quickly and under pressure. Employers ask this question to see if you can handle these situations well. In your answer, explain how you stay calm in high-pressure situations. Share a specific example of when you performed well under pressure.

Example: “I am very good at remaining calm under pressure. I think it’s important for front desk supervisors to remain composed even when things get hectic. When I was working as a hostess at a restaurant, we had a large party come in on Valentine’s Day. The kitchen got backed up, so the food took longer than usual to arrive. I stayed calm and helped my team keep the customers happy until their meals arrived.”

Do you have experience using hotel management software?

Front desk supervisors often need to use hotel management software, which is a computer program that helps them manage the front desk and customer service operations. Interviewers ask this question to see if you have experience using these programs and how well you can perform with them. In your answer, explain what type of software you’ve used in the past and describe any skills or abilities you have for working with it.

Example: “I’ve worked at several hotels where we used different types of software. I’m comfortable using all major brands, including HotelSoft, FrontDesk and GuestTouch. These systems help me keep track of important information about guests, such as their preferences and special requests. They also allow me to communicate with other staff members and managers so everyone knows what’s going on.”

When inspecting a room, what is your process for checking for cleanliness and proper setup?

Front desk supervisors need to ensure that the hotel rooms they inspect are clean and ready for guests. This question helps employers understand your inspection process and how you prioritize tasks. In your answer, describe what you look for when inspecting a room and how you make sure it’s ready for customers.

Example: “When I inspect a room, I first check for any spills or messes on the floor or furniture. If there is anything out of place, I move it back where it should be. Next, I check all surfaces for dust or dirt. If something needs to be cleaned, I do so immediately. Finally, I make sure all amenities like televisions, air conditioning units and showers are working properly.”

We want to improve our customer satisfaction rates. What would you do to help us do so?

Front desk supervisors are responsible for ensuring their team members provide excellent customer service to hotel guests. Interviewers ask this question to see if you have any ideas on how they can improve the overall experience of their customers. In your answer, share a few strategies that you think would help them achieve higher satisfaction rates.

Example: “I believe one way we could improve our customer satisfaction is by having more staff available during peak hours. I noticed there were times when the front desk was understaffed and it led to long lines and wait times. If I were hired, I would suggest hiring additional employees so we can reduce wait times and ensure all guests receive excellent service.”

Describe your experience working with hotel booking software.

Front desk supervisors often need to use hotel booking software, so interviewers ask this question to see if you have experience with it. If you don’t have experience working with hotel booking software, consider asking a friend or family member who works in the hospitality industry about their experiences using it.

Example: “I’ve worked with several different types of hotel booking software throughout my career. I find that some are more user-friendly than others, but I always try to learn how to use new systems as quickly as possible. In my last role, I had to work with a new system and was able to get up to speed within two weeks. The other front desk employees were also learning the system at the same time, so we all helped each other out when needed.”

What makes you an ideal candidate for this front desk supervisor position?

Employers ask this question to learn more about your qualifications for the job. They want someone who is passionate, hardworking and eager to take on new challenges. When you answer this question, make sure to highlight your relevant skills and experience. You can also share a story that shows how you would be an ideal candidate for the role.

Example: “I am an excellent communicator with strong customer service skills. I have worked as a front desk supervisor at my current hotel for two years now, so I know what it takes to lead a team of employees. I am always looking for ways to improve our processes and procedures. I think these skills make me an ideal candidate for this position.”

Which hotel chains have you worked with in the past?

Employers ask this question to learn more about your experience. They want someone who has worked with their company before, but they also want someone who can adapt to a new environment. When answering this question, list the hotel chains you have worked for in the past and explain why you chose them. If you haven’t worked at many different hotels, talk about what attracted you to those specific ones.

Example: “I’ve worked for several smaller boutique hotels in my career so far. I love working for smaller companies because I feel like I get to know my coworkers better. However, I would be open to working for a larger chain if it meant getting to work with you. I think your company’s mission statement is really inspiring.”

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

Front desk supervisors need to be able to provide excellent customer service. Employers ask this interview question to make sure you understand what good customer service looks like and how it can benefit their hotel. In your answer, explain that the most important aspect of customer service is making customers feel welcome and comfortable. You can also share a story about a time when you provided great customer service to a guest.

Example: “I think the most important part of customer service is making guests feel welcome and comfortable. I remember one time when I was working as a front desk supervisor at a small inn. A family checked in late at night, and they had two young children with them. I helped the parents get settled into their room while my coworker watched the kids so they could rest. We made sure everyone felt welcome and safe, and we even gave the kids some cookies before bedtime.”

How often do you think a front desk supervisor should inspect rooms?

Front desk supervisors need to ensure that hotel rooms are clean and ready for guests. Interviewers ask this question to see if you have a process in place for inspecting rooms. In your answer, explain how often you inspect rooms at your current job or what you would do as a front desk supervisor.

Example: “I think it’s important for front desk supervisors to inspect rooms regularly. At my current job, I check each room once per day before the start of business. This allows me to make sure everything is in order and there aren’t any issues with the cleaning staff. If I notice something wrong, such as an issue with the bedding or towels, I can speak with the cleaning staff about fixing the problem.”

There is a power outage in the hotel. What is your first action?

This question is an opportunity to show your problem-solving skills. You can answer this question by describing the steps you would take to ensure that guests are safe and comfortable while also ensuring that hotel operations continue as usual.

Example: “First, I would make sure all of our guests were safe and accounted for. Then, I would contact the emergency services and inform them about the situation. Next, I would check if there was a backup generator in place and start it up if necessary. Finally, I would instruct my team members on how to proceed with their duties until power is restored.”