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Hotel receptionist Interview Questions

Edited by Indeed Employer Content Team
Last updated 21 August 2025
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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8 min read

A hotel receptionist works at the front desk of an accommodation establishment, providing front-of-house customer service to guests and visitors. Their responsibilities typically include welcoming guests, handling bookings and reservation enquiries and carrying out a range of administrative tasks.Hotel receptionists are the first point of contact for the hotel’s guests – they are the face of the brand and are expected to provide a high level of service. In some establishments, these professionals may perform basic concierge duties. Interviews for this position often focus on a combination of the candidate’s administrative expertise and interpersonal skills.

 

Whether you are preparing to interview a candidate or applying for a job, review our list of top Hotel receptionist interview questions and answers.

  1. What booking or front desk software are you familiar with? See answer
  2. Can you describe a time you had an unhappy guest and how you handled the situation? See answer
  3. Have you ever spotted a billing error, and how did you resolve it? See answer
  4. Can you give an example of when you successfully upsold a hotel service? See answer
  5. How do you respond when a guest asks for help with something outside your typical duties? See answer
  6. How do you handle information like guest details or payment data? See answer
  7. How do you stay organised when it gets busy at the front desk? See answer
  8. How would you deal with a double booking error? See answer
  9. How do you work with colleagues or superiors who have a different communication style to your own? See answer
  10. What does good customer service mean to you as a hotel receptionist? See answer
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10 Hotel receptionist Interview Questions and Answers

What booking or front desk software are you familiar with?

There is a wide range of reservation and front-desk software used in the UK, so it’s important to assess the candidate's familiarity with different platforms and their ability to learn new systems. What to look for in an answer:

  • Previous experience with platforms used in UK hospitality (e.g. RoomRacoon or Cloudbeds)
  • Confidence in handling check-ins, check-outs and booking changes quickly and accurately
  • A fast learner who can adapt to new platforms with ease
Example:

'In my two most recent roles, I used RoomRacoon and Opera Cloud. I found both systems to be intuitive and easy to use, and I handled everything from accommodating walk-ins to updating billing and no-shows. I also trained new team members in how to use the software. I find that if I take a little time to get to know a new PMS, I can usually get to grips with its features pretty quickly.'

Can you describe a time you had an unhappy guest and how you handled the situation?

This question assesses the candidate’s professionalism, listening skills, empathy and problem-solving ability. Look for signs that they can de-escalate tense situations while protecting the hotel’s reputation. What to look for in an answer:

  • Active listening and empathy
  • Clear communication with colleagues, when needed
  • A willingness to resolve the issue and build goodwill
Example:

'A guest once complained that their room wasn’t sufficiently clean on arrival. I apologised and offered them a complimentary drink at the bar while I contacted the head of housekeeping to investigate and resolve the situation. Once the room was ready, I made a follow-up call to the guest and offered them a late checkout free of charge. They thanked me for the swift resolution and even mentioned it in their review.'  

Have you ever spotted a billing error, and how did you resolve it?

Even with experienced staff, billing mistakes can occasionally happen. This question examines the candidate's attention to detail, as well as their willingness to take ownership of errors or speak up when they notice a problem caused by someone else. What to look for in an answer:

  • Attention to detail
  • Knowledge of billing systems and procedures
  • Willingness to take responsibility or escalate when necessary
Example:

'Yes, a guest once queried their bill at checkout, as they’d been charged for items from the minibar they hadn’t used. I checked the room’s log and realised the items had been added in error by housekeeping. I apologised for the mistake and reissued the invoice. I then reported the incident to my manager, so they could investigate how the problem had occurred.'

Can you give an example of when you successfully upsold a hotel service?

While customer service is paramount for a hotel receptionist, it’s also important that they keep the business’s interests in mind. This question gives the candidate a chance to demonstrate their initiative and marketing skills. What to look for in an answer:

  • A persuasive yet subtle sales approach
  • Familiarity with the hotel's services and potential upgrades
  • Confidence in recommending relevant add-ons to guests
Example:

'A couple checked in for a weekend stay and mentioned that they were celebrating their fifth anniversary. I took the opportunity to tell them about our in-house spa’s discounted autumn couples’ package, and they expressed interest straight away. After booking the package, I noticed that one of our king-sized rooms with a sea view was available, so I upgraded them free of charge.'

How do you respond when a guest asks for help with something outside your typical duties?

Hotel receptionists often receive unexpected requests, including ones that may be outside of the scope of their role. In these situations, balancing a willingness to help with professional boundaries is key. What to look for in an answer:

  • A can-do attitude and creative thinking
  • Ability to assess the situation and respond appropriately
  • Awareness of their role boundaries and hotel safety protocols
Example:

'Once, a guest asked if I could help set up a projector for a meeting in the conference room. Handling AV equipment isn’t normally part of my role, and I’m not trained to set it up effectively or safely. I got in touch with a member of our events team, who agreed to come over from our sister hotel. While they waited, I offered the guest a coffee and kept them informed on the team member’s expected arrival time.'

How do you handle information like guest details or payment data?

Hotel receptionists often handle sensitive information, such as credit card details and identity documents. This question tests their understanding of privacy, security and professional responsibility. What to look for in an answer:

  • Knowledge of GDPR fundamentals
  • Discretion and professionalism
  • Awareness of potential security risks, like data breaches
Example:

'I’m always cautious when handling sensitive data. I’d never share a guest’s personal information or identity, and I make sure any programmes that capture data aren’t left open, and my screen is locked whenever I step away from the desk. I’m aware of my GDPR responsibilities and always follow PCI compliance guidelines when taking card payments.'

How do you stay organised when it gets busy at the front desk?

Hotels can get very busy, particularly during peak season. A strong candidate for this role should be able to demonstrate strong organisational skills, proficiency in multitasking and a clear sense of how to prioritise under pressure. What to look for in an answer:

  • Ability to stay calm and focused under pressure
  • Strong time management and task prioritisation
  • Willingness to ask for help or escalate issues when needed
Example:

'I keep a running list of my most urgent tasks and use the booking system to set specific reminders or schedule checks. If it gets hectic, I try to focus on one guest at a time to avoid errors or oversights. If support staff are available, I delegate lesser-priority tasks so that I can focus on the most pressing issues.'

How would you deal with a double booking error?

Double bookings can cause serious issues for hotels, especially smaller establishments. This question is important because it explores how the candidate might handle a common yet high-stakes challenge. What to look for in an answer:

  • Familiarity with booking policies and troubleshooting protocols
  • Calm, clear and respectful communication with guests and colleagues
  • Ability to think on their feet and offer practical, guest-focused solutions
Example:

'If I discovered a double booking, I’d first check our availability for alternative rooms. If we were fully booked, I’d explain the situation to the guests calmly and clearly, then work to arrange accommodation at a nearby hotel and cover their transport. I’d also apologise sincerely and offer them something special to make up for the error, such as a complimentary meal or spa visit.'

How do you work with colleagues or superiors who have a different communication style to your own?

Hotel receptionists work closely with other front-of-house and back-of-house staff, including upper management. In times of high pressure or when challenges arise, positive communication and teamwork can be vital. What to look for in an answer:

  • Emotional intelligence
  • A collaborative approach to teamwork
  • Professionalism and a willingness to resolve conflicts
Example:

'I once worked with a colleague who had a very direct communication style, which could feel abrupt or critical. Instead of taking it personally, I focused on clarifying tasks if I was unsure and checking in regularly so that they knew I was on top of things. Eventually, they began to appreciate my willingness to adjust to their working style, and we developed a good rhythm, which proved invaluable during high-pressure shifts.'

What does good customer service mean to you as a hotel receptionist?

This question explores the candidate’s understanding of hospitality values and their real-world applications. It also offers insight into whether their working style aligns with your brand. What to look for in an answer:

  • A guest-first mindset
  • Practical understanding of the hospitality industry’s expectations
  • Willingness to go the extra mile to enhance the guest experience
Example:

'To me, good customer service means creating a welcoming, attentive environment that anticipates and meets each guest’s needs. I always try to go above and beyond whenever possible. For example, I was once chatting with a conference guest who was unsure about how to spend their free evening. I asked about their interests, then recommended a bar known for its local specialities and live jazz. The next morning, they told me how much they’d enjoyed their night.'

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