Hello there, my name is Richard McMunn from the interview trading company PassMyInterview.com.
And in this tutorial, I will teach you how to pass a hotel management interview. So,
if you have any kind of management interview coming up for any hotel from across the world,
please do watch this tutorial from beginning to end, because it will make a huge difference
to your preparation. And in order to achieve that, this is what I will cover during the
tutorial. I will give you a number of sample HOTEL MANAGEMENT interview questions. I will
give you suggested answers to those hotel manager interview questions. I will tell you
the qualities that you have to demonstrate throughout your hotel management interview.
And I will also give you further resources to help you succeed. So there's four really
strong reasons why you should watch this tutorial from beginning to end. Now, before I get into
the training, a very warm welcome to this hotel management presentation. My name is
Richard McMunn. That's me there in the center. And I've been helping people for about 20
years now to pass their interviews. And I always do that by giving you top-scoring answers
that you can't find anywhere else. Please do make sure you SUBSCRIBE to the channel.
And I would also very much appreciate your support if you gave the video a LIKE, that
tells me you enjoy the content and therefore I will spend more time creating it for you.
You can also connect with me on LinkedIn.com if you want to. I have put my LinkedIn.com
link in the description below the video, and it's always good to connect with like-minded
professionals. OK. Let's get into those hotel management interview questions and high scoring
answers. The first question I want you to prepare for is, tell me about yourself and
why you want to become a hotel manager? My tip for answering this question is: make sure
you list the qualities you have that will prove you can be an effective hotel manager.
In your answer to this question, be enthusiastic and positive at all times. So here is my suggested
response. “I am a positive, confident and highly-organized hotel manager who enjoys
not only the challenge of providing unrivalled customer service, but also motivating the
team I am responsible for to deliver consistently high standards for our hotel guests. Hotel
management is a role that requires resilience, determination and an ability to take ownership
of often difficult and challenging situations. Over the years, I have gained the necessary
experience, knowledge and knowhow to perform highly within the role. If you hire me as
your hotel manager, I can assure you I will always deliver outstanding customer service,
I will get the most out of my team, and I will always ensure everyone within the hotel
team acts as a positive role model for the hotel chain, so that we encourage as much
repeat custom as possible.” That is a brilliant answer! It is very positive in nature, and
it is loaded with important qualities that you need to be effective within hotel management.
Now you can either write these down as I progress and pause the video, or if you want to wait,
I will tell you where you can download my full set of Hotel Management Interview Questions
and top scoring Answers. So the next question I want you to prepare for is: why do you want
to work for our hotel? Again, this is guaranteed to come up during your interview. My tip for
answering it effectively is: this is your opportunity to tell the interviewer panel
that you have high standards and that you have researched their hotel adequately. Here
is my suggested answer. “I want to work for your hotel for the simple reason that
I feel the service standards you offer your guests are in line with my own high standards.
I naturally want to give excellent customer service, and I also want to work with a hotel
team who are capable of delivering that. Within the hospitality industry, and especially within
hotel chains, there is so much competition for guests to choose from. That means, if
a hotel is going to be successful, it has to not only strive to deliver the best service
levels achievable, but it also has to want to continually learn, improve and develop.
Throughout my research in preparation for this role, it was clear your hotel has a strong
brand, you have a genuine desire to provide high levels of service, and you also support
your staff to help them achieve their objectives.” That will be the best answer at the interview,
I can guarantee that, for “why do you want to work for our hotel?” It shows that you've
researched them in detail and you’ve given some really good reasons why you want to work
for them within hotel management. Now when you are ready, if you CLICK THAT LINK in the
top right hand corner of the video, it takes you through to my website (PassMyInterview.com)
and you can download my full set of hotel management interview questions and answers,
including the ones that I'm covering throughout this presentation. But before you do that,
let's move on some more questions. What are the most important skills and qualities needed
within hotel management? Now, this interview question subtlety assesses whether or not
you have read the job description and the person specification for the role you're applying
for. Here's a great answer to this interview question. “There are nine very important
skills and qualities needed to be an effective hotel manager. You need, first and foremost,
HIGH STANDARDS and you must always act as a POSITIVE ROLE model for the hotel, as the
other members of staff must see you taking the lead and showing them the way with regard
to high levels of CUSTOMER SERVICE. You must be extremely well ORGANIZED, be able
to PLAN AHEAD and foresee problems, RESPOND QUICKLY TO PROBLEMS, whilst at all times being
a strong MOTIVATOR and FACILITATOR. Finally, you have to have a high degree of COMMERCIAL
AWARENESS and always have your eye on the performance of the hotel to make it as profitable
and sustainable. Of course, there are other essential skills and qualities needed within
hotel management; however, those are the ones I feel are most important.” What I particularly
like about the answer is, you are focusing on a set number of skills and qualities needed
within the role of hotel management. And you are saying there are 9 very important skills.
So that shows the interview that you really do know your stuff. The next question I want
you to prepare for is: explain how you'd resolve an issue with an extremely irate hotel guest?
This is a common interview question within hotel management roles. Now, you will on occasions
obviously need to respond to, and resolve, guest and customer complaints as a hotel manager,
so make sure you have a PROCESS in place for dealing with this type of situation, and make
sure you mention the importance of learning from all complaints, because that then helps
the hotel chain to improve and develop. Here's my answer: “At all times, when dealing with
hotel guests who have a complaint to make, I utilize a three-step plan.
First and foremost, I would speak to the guest calmly and reassuringly to get to the bottom
of the issue. Knowledge is power, and the more information I can glean from the guests,
the quicker I can offer a suitable solution. If the guest is irate, I would speak to them
in private and out of the sight of any other guests. Once I had gained the information
needed, I would apologize if necessary before implementing step two, which would be to offer
an appropriate resolution to their complaint. When suggesting a resolution to a complaint,
I would make sure the guest was satisfied with my suggestion before once again apologizing
and then following through with what I said I was going to do. Finally, step three would
be to look into why the issue occurred in the first place. It may be that staff need
to be retrained, or it might be a situation that was out of our control. Whatever happened,
I would try to learn from it and also make sure the members of staff were made aware
of what they needed to do to prevent the same situation from happening again.” That is
a concise and robust 3-STEP PLAN for responding to, and resolving, hotel guest complaints
and issues. It’s a great answer! The next question is: talk me through the steps you
would follow when giving a member of the hotel team feedback on their performance? My tip
is, the important thing to state when responding to this hotel management interview question,
is that you would deal with it confidently and robustly. Here is my answer. “If the
team member was performing poorly, I would tackle the issue straight away, as this type
of situation can, and will, have a negative impact on not only the wider hotel team, but
also on the level of service the hotel guests would receive. I would speak to them in private
and ask them if they had any personal issues that were affecting their performance. If
they did have problems, I would put a support process in place to help them resolve any
personal issues with a view to getting them back up to speed as soon as possible. If the
poor performance was simply down to a lack of motivation or desire to do their work properly,
I would explain in very clear terms that the situation was having a negative impact on
the team, before setting out a clear plan of action of what they needed to do to get
back to full working capacity, including a timescale for that to happen. I do have experience
of dealing with poor performance in previous roles, and I always make sure I take decisive
action to resolve the situation quickly.” Another great answer! It shows that you are
organized and effective and you are not afraid to take control of these situations, because
you understand that poor performance will have a negative impact on the hotel overall.
The next step you need to take is to CLICK THAT LINK in the top right hand corner of
the video. It takes you through to my website, PassMyInterview.com, and you can download
my FULL SET of Hotel Management Interview Questions and Answers, including, as I say,
the ones I've just covered within this tutorial. I hope you've enjoyed that. Please don't forget
to SUBSCRIBE and hit the LIKE button, because as I say, that then tells me that you enjoy
the content and I will create more for you. If you have any questions, please put them
in the comments section below the video. Don't forget to connect with me on LinkedIn.com,
and I wish you all the best for passing your hotel management interview. Have a brilliant
day.