17 Front Desk Clerk Interview Questions (With Example Answers)
It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various front desk clerk interview questions and sample answers to some of the most common questions.
Common Front Desk Clerk Interview Questions
- What are your responsibilities as a front desk clerk?
- How do you greet guests when they arrive at the front desk?
- How do you handle guest check-ins and check-outs?
- What do you do if a guest has a complaint or request?
- How do you handle phone calls from guests?
- What is your policy on accepting payments from guests?
- What forms of ID do you accept for guests checking in?
- What information do you need from guests when they check in?
- How do you verify guest reservations?
- What is your policy on giving out guest room keys?
- How do you handle lost and found items for guests?
- What do you do in the event of a fire or other emergency?
- What is your policy on noise complaints from guests?
- What are your hours of operation?
- How do you handle after-hours check-ins or check-outs?
- Do you have any special rates or discounts for guests?
- What is your cancellation policy for guests?
What are your responsibilities as a front desk clerk?
The interviewer is trying to find out if the front desk clerk understands their responsibilities. It is important to know what your responsibilities are as a front desk clerk so that you can perform your job effectively.
Example: “A front desk clerk is responsible for greeting guests, checking them in, and providing them with information about the hotel and its amenities. Additionally, a front desk clerk may be responsible for handling guest complaints or concerns.”
How do you greet guests when they arrive at the front desk?
An interviewer would ask "How do you greet guests when they arrive at the front desk?" to a/an Front Desk Clerk to get an idea of what kind of customer service skills they have. It is important because it is the first impression that the guests will have of the hotel, and it will set the tone for their stay.
Example: “When a guest arrives at the front desk, the first thing you should do is greet them warmly. You can say something like, "Welcome to our hotel. How can we help you today?" or "Thank you for choosing our hotel. What can we do for you?" This will let the guest know that you are happy to see them and ready to assist them with whatever they need.”
How do you handle guest check-ins and check-outs?
An interviewer would ask "How do you handle guest check-ins and check-outs?" to a/an Front Desk Clerk to get an understanding of how the Front Desk Clerk would interact with guests. This is important because the Front Desk Clerk is typically the first and last interaction that a guest has with a hotel. Therefore, it is important that the Front Desk Clerk is able to provide excellent customer service.
Example: “When a guest arrives at the front desk, the first thing I do is welcome them to the hotel and ask for their name. I then find their reservation in our system and confirm their stay with us. I go over the room type and rate with them, as well as any other charges that may apply (such as parking or resort fees). I then ask for their method of payment and collect any necessary deposits. Finally, I give them their room key and directions to their room.
When a guest is ready to check out, I first thank them for their stay. I then go over their bill with them and collect payment. If they have any questions or concerns about their stay, I address those at this time. Finally, I wish them a safe travels and thank them again for choosing our hotel.”
What do you do if a guest has a complaint or request?
In order to provide good customer service, it is important for front desk clerks to know how to deal with complaints and requests from guests. By asking this question, the interviewer is trying to gauge the applicant's customer service skills.
Example: “If a guest has a complaint or request, the first thing you should do is try to resolve the issue directly with the guest. If you are unable to resolve the issue, you should then escalate the matter to a supervisor or manager.”
How do you handle phone calls from guests?
They are trying to gauge your customer service skills. It is important because the front desk clerk is the first point of contact for guests and sets the tone for their stay.
Example: “When a guest calls the front desk, the first thing I do is greet them with a friendly voice and ask how I can help them. If they have a question or concern, I do my best to answer it or find someone who can. If they need to make a reservation or check in/out, I take care of that for them. I always try to be as helpful as possible and make sure the guest has everything they need.”
What is your policy on accepting payments from guests?
An interviewer would ask "What is your policy on accepting payments from guests?" to a/an Front Desk Clerk to ensure that the Front Desk Clerk is comfortable and familiar with the property's policy on accepting payments from guests. This is important because it is the Front Desk Clerk's responsibility to collect payments from guests and ensure that all payments are processed correctly.
Example: “We accept payments from guests in a variety of forms, including cash, credit cards, and debit cards. We also offer a variety of payment options, including online payment, direct deposit, and automatic billing.”
What forms of ID do you accept for guests checking in?
The interviewer is asking this question to determine what kind of identification the front desk clerk is willing to accept from guests checking in. It is important to know this because some hotels only accept certain forms of identification, such as a driver's license or passport.
Example: “We accept a valid driver's license, passport, or government-issued ID card.”
What information do you need from guests when they check in?
The interviewer is asking what information the front desk clerk needs from guests when they check in because it is important for the front desk clerk to have all of the correct information in order to properly check the guests in. This includes the guests' names, addresses, contact information, and credit card information.
Example: “When guests check in, you will need to collect their full name, address, and contact information. You will also need to collect a form of payment and ID.”
How do you verify guest reservations?
An interviewer might ask "How do you verify guest reservations?" to a front desk clerk to gauge the clerk's attention to detail and organizational skills. It is important for front desk clerks to verify guest reservations in order to avoid overbooking and to ensure that guests have a smooth and enjoyable stay.
Example: “There are a few steps involved in verifying guest reservations. First, you will need to check the reservation system to make sure that the guest has a reservation. Next, you will need to check with the front desk to see if the guest has checked in. Finally, you will need to check with housekeeping to see if the room is ready for the guest.”
What is your policy on giving out guest room keys?
The interviewer is looking to see if the front desk clerk is aware of the hotel's policy on giving out guest room keys. It is important for the front desk clerk to be aware of this policy so that they can properly check guests in and out of the hotel.
Example: “We have a strict policy in place regarding the distribution of guest room keys. Only authorized personnel are allowed to handle keys, and all keys must be signed out and returned to the front desk when guests check out.”
How do you handle lost and found items for guests?
The interviewer is asking this question to gauge the Front Desk Clerk's customer service skills. It is important for a Front Desk Clerk to be able to handle lost and found items for guests in a prompt and professional manner.
Example: “If a guest loses an item while staying at the hotel, the front desk clerk will take a report of the lost item and will attempt to locate the item within the hotel. If the item is found, the front desk clerk will return it to the guest. If the item is not found, the front desk clerk will hold onto it for a period of time in case the guest comes back looking for it. After a certain amount of time has passed, the lost and found items will be donated to a local charity.”
What do you do in the event of a fire or other emergency?
In the event of a fire or other emergency, the front desk clerk is responsible for contacting the appropriate emergency services and alerting hotel guests of the situation. This is important because it ensures that everyone is safe and that the hotel property is protected.
Example: “In the event of a fire or other emergency, the front desk clerk would notify the appropriate authorities and evacuate the building.”
What is your policy on noise complaints from guests?
The interviewer is asking this question to see if the front desk clerk is familiar with the hotel's policy on noise complaints from guests. It is important for the front desk clerk to be familiar with this policy because they will be the one who is responsible for handling noise complaints from guests.
Example: “We take noise complaints from guests very seriously. If a guest feels that they are being disturbed by noise coming from another room, they can contact the front desk and we will investigate the matter. We may ask the guests in the offending room to keep the noise down or, in extreme cases, we may ask them to vacate the premises.”
What are your hours of operation?
The interviewer is asking what the Front Desk Clerk's hours of operation are to ensure that they are able to work the hours that are needed. It is important to know the hours of operation because it helps to ensure that the Front Desk Clerk is available when needed and that they are able to work the hours that are required.
Example: “We are open 24 hours a day, 7 days a week.”
How do you handle after-hours check-ins or check-outs?
The interviewer is trying to gauge the level of customer service that the front desk clerk is willing to provide. After-hours check-ins and check-outs can be disruptive and require extra work, so it is important to know that the front desk clerk is willing to go the extra mile for guests.
Example: “We have a procedure for after-hours check-ins and check-outs. If a guest arrives after the front desk has closed, they will need to call the front desk to let us know they are here. We will then give them instructions on how to proceed. For check-outs, we ask that guests leave their key in the drop box and notify us of their departure time.”
Do you have any special rates or discounts for guests?
The interviewer is asking if the front desk clerk offers any discounts or special rates to guests because it is important to know if the clerk is able to offer discounts in order to save the company money.
Example: “Yes, we offer a variety of special rates and discounts for our guests. For example, we offer a discount for AAA members, seniors, military personnel, and more.”
What is your cancellation policy for guests?
The interviewer is asking about the Front Desk Clerk's cancellation policy to gauge what kind of customer service the Front Desk Clerk is willing to provide. It is important to know the Front Desk Clerk's cancellation policy in case a guest needs to cancel their reservation.
Example: “Our cancellation policy for guests is as follows:
-Cancellations must be made at least 24 hours prior to arrival date to avoid a penalty of one night's room and tax.
-No shows will be charged the full amount of their reservation.”