Hotel Job Interview English Speaking Conversation#english #job #learnenglish

Summary

In this interview, Jennifer Watson, a graduate in hospitality, discusses her interest in a hotel receptionist role despite having no prior hotel experience. She highlights her background as a waitress in a busy, high-end restaurant, where she developed skills in customer service, handling complaints, and maintaining professionalism. Jennifer expresses her passion for working in the hospitality industry and her desire to grow into hotel management. She also shares her thoughts on excellent guest service, emphasizes her ability to work night shifts, and offers feedback on the hotel's website, suggesting improvements to the booking form.

Takeaways

• 😀 Jennifer Watson is from Scotland and has a degree in Hospitality. She worked for 2 years as a waitress in a busy 4-star restaurant.
• 😀 Although Jennifer has not worked in a hotel before, she has relevant front-of-house experience from her time as a waitress.
• 😀 Jennifer is interested in this hotel receptionist position because of her passion for the hospitality industry and career growth in hotel management.
• 😀 As a hotel receptionist, Jennifer expects to be responsible for tasks like check-in/check-out, answering phones, and addressing guest inquiries.
• 😀 Jennifer’s experience in customer service taught her to handle unhappy customers professionally, offering solutions to resolve issues.
• 😀 Jennifer is comfortable working in a busy environment and understands the importance of maintaining professionalism and high-quality service.
• 😀 She believes excellent guest service involves being available to help, greeting guests with a smile, and going the extra mile to ensure satisfaction.
• 😀 Jennifer suggests that the hotel’s booking form could be improved, as it appears outdated and lengthy, though she appreciates the website’s overall presentation.
• 😀 Jennifer is available for night shifts and is open to the idea of working them regularly, although she seeks clarification on expected shift frequency.
• 😀 In five years, Jennifer hopes to have advanced to a hotel management role, potentially working in different countries to gain broader industry experience.

Q & A

Can you tell us about your background and work experience?

Jennifer Watson is from Scotland and has a background in hospitality, having worked as a waitress at a four-star restaurant for 2 years. She is accustomed to working in a fast-paced front-of-house environment and dealing with customers.

Why did you apply for the hotel receptionist position?

Jennifer has always been interested in working in a hotel since leaving school, and when she saw the vacancy, she was excited to apply. She believes her skills and previous experience in front-of-house roles make her a good fit for the position.

What are the key responsibilities you expect in this hotel receptionist role?

Jennifer expects her responsibilities to include helping guests check in and out, answering phones, and assisting guests with any queries or problems. As a front-of-house role, she understands that being the first point of contact requires professionalism at all times.

Do you have any experience working in a hotel environment?

Although Jennifer has never worked in a hotel specifically, she has extensive experience working as a waitress in a busy four-star restaurant. This has given her the skills to interact with customers, resolve issues, and maintain a high standard of service.

How do you handle unhappy customers?

Jennifer shared an example from her time as a waitress, where a customer was unhappy with their steak. She remained calm, listened to the customer's concerns, and offered a solution. She returned the steak to the kitchen for adjustments, and the customer appreciated the effort to resolve the issue.

What do you think the role of a concierge is?

Jennifer understands that a concierge helps guests book tours and trips and provides advice on the best places to visit. This role is essential in enhancing the guest experience by offering personalized service.

Why do you want to work at this particular hotel?

Jennifer is interested in working at this hotel because of her desire to improve her customer service skills and further her career. She sees the opportunity as a chance to gain more experience in the hospitality industry and to contribute to a better future.

Have you visited the hotel's website, and if so, what did you think of it?

Jennifer has visited the hotel's website and likes how it is presented. She appreciates the quality of the videos and the useful FAQ section. However, she suggests that the booking form could be improved, as it looks outdated and lengthy.

Are you open to working night shifts?

Yes, Jennifer is available to work night shifts and is flexible in her schedule. She also inquired about the general expectations for night shifts, asking if there is a limit to the number of shifts she would be expected to work.

What does excellent guest service mean to you?

To Jennifer, excellent guest service means always being available to help with any problems and greeting guests with a smile. It's about going the extra mile to ensure guests have a positive experience.

Where do you see yourself in 5 years?

Jennifer sees herself developing a career in hotel management. She hopes to gain experience at different hotels around the world, learning about different countries and hospitality practices.