Top hospitality interview questions and how to answer them
Landing a job in hospitality requires preparation, especially when it comes to acing the interview. It’s important to come to the interview prepared with real life examples and an understanding of how your skills apply to the specific role advertised. These top hospitality interview questions will help you prepare and impress your next employer.
1. Tell us about your previous experience in hospitality
This is one of the most common questions in a hospitality interview. It’s your opportunity to showcase your relevant experience and explain how it aligns with the role you’re applying for. This is where you can talk about the roles you’ve held, what you learned, and how it’s prepared you for this job.
What to focus on:
- Your customer service experience and any specific skills you’ve picked up.
- Mention roles you’ve had, whether it was in food service, event coordination, or front-of-house.
- Don’t forget to bring up any certifications you might have, like food safety, wine knowledge, or hotel management training.
Example Answer:
"I’ve worked in a variety of hospitality roles, from serving food in a busy restaurant to working as a hotel receptionist. I’ve always been focused on customer service, whether I’m making sure a guest is comfortable or helping resolve any issues. I also completed a course in food safety, which I think really helped me understand the importance of health standards."
2. How would you handle an unhappy customer?
Let’s face it, unhappy customers are a part of the job. How you handle them can make all the difference in how the situation plays out. Employers want to know that you can keep your cool, empathise, and find a way to resolve issues in a way that leaves the customer satisfied.
What to focus on:
- Staying calm and empathetic when things go wrong.
- Your problem-solving skills.
- Any examples where you’ve turned a negative experience into a positive one.
Example Answer:
"I believe in listening to the customer first and foremost. If someone’s upset, I give them a chance to express what went wrong. After that, I try to resolve the issue quickly, whether that’s offering a replacement or something else that could assist the situation. My goal is always to show the customer that I care and want to make things right."
3. Why do you want to work in hospitality?
This is where you can show your passion for the industry. Hospitality is all about making people’s day better, so your answer here should reflect that enthusiasm and interest in providing excellent service.
What to focus on:
- Why you enjoy helping people and creating great experiences.
- Your excitement about the fast-paced environment and problem-solving.
- Any personal stories that inspired you to get into hospitality.
Example Answer:
"I’ve always loved working with people, and I really enjoy the challenge of keeping things running smoothly, especially when it’s busy. It’s rewarding to know that you’ve made someone’s day better, whether through a great meal or just a warm smile. That feeling of making a difference is what keeps me motivated."
4. How do you handle stressful situations?
Anyone who’s worked in hospitality knows it’s not all smooth sailing. You’ll be dealing with tight deadlines, high-pressure moments, and sometimes demanding customers. Employers want to see that you can keep your head and stay organised when things get stressful.
What to focus on:
- How you stay calm and organised when the pressure is on.
- Your time management skills.
- Any specific examples of stressful situations you’ve handled well.
Example Answer:
"When things get hectic, I focus on staying organised and prioritising tasks. I make sure I’m clear about what needs to be done first and delegate when I can. I also take deep breaths and remind myself to stay calm—it helps me think clearly and stay on top of everything."
5. What does excellent customer service mean to you?
Customer service is everything in hospitality. This question is your chance to show how much you value excellent service and to demonstrate that you know what it takes to provide it.
What to focus on:
- Your belief in going the extra mile for customers.
- How you ensure customers feel valued.
- How you anticipate their needs and personalise their experience.
Example Answer:
"To me, excellent customer service means making people feel welcome, comfortable, and valued. It’s not just about meeting expectations but exceeding them. For example, if I know a guest is celebrating a special occasion, I’ll make sure they know we’re celebrating with them, whether it’s through a small gesture or just making sure everything is perfect."
6. Can you describe a time you worked well in a team?
Hospitality is all about teamwork. You need to work well with colleagues, whether you’re serving food, cleaning rooms, or handling reservations. This question is to see how well you get along with others and contribute to the team dynamic.
What to focus on:
- Your communication skills and how you support your team.
- A specific example of teamwork in action.
- How you help others, especially during busy times.
Example Answer:
"In my previous job, I worked with a great team of servers during a busy event. We communicated constantly to make sure everything was running smoothly. When one of the servers fell behind, I stepped in to help, and we all worked together to make sure the event went off without a hitch. It was a great example of teamwork, and it made the event a success."
7. How do you prioritise tasks during busy shifts?
The hospitality industry is rarely slow, and during peak times, you’ll be juggling multiple tasks at once. This question is to see how well you can prioritise and stay organised when a lot is going on.
What to focus on:
- Your ability to manage multiple tasks efficiently.
- How you stay organised and communicate with your team.
- A specific example of how you prioritised tasks during a busy shift.
Example Answer:
"When it’s busy, I always start by identifying the most urgent tasks, like greeting new guests or taking food orders. I then check in with my team to make sure everyone is clear on their tasks. I like to stay organised and ensure we’re all on the same page, so the flow remains smooth even during peak times."
8. How would you contribute to a positive work environment?
A positive work environment is essential in hospitality, not just for customers but for team morale. Employers want to know that you’ll contribute to a culture of collaboration, respect, and support.
What to focus on:
- Your ability to maintain a positive attitude, even during challenging times.
- How you support your colleagues and keep the workplace upbeat.
- Any specific examples of how you’ve contributed to a positive work environment.
Example Answer:
"I always try to stay positive and be supportive of my colleagues, especially during busy or stressful times. I find that offering a quick word of encouragement or helping out where needed can really make a difference in the overall mood of the team. I also think it’s important to maintain open communication, so everyone feels comfortable sharing ideas and feedback."
9. How do you stay motivated in your work?
Staying motivated, especially in a fast-paced environment, is crucial. Employers want to see that you’ll stay engaged and committed, even during quieter times.
What to focus on:
- Your personal motivation for delivering great service.
- How you stay engaged and passionate about your role.
- Any strategies you use to stay focused during less busy periods.
Example Answer:
"I stay motivated by reminding myself why I love the job—helping people have a great experience is what drives me. I also set small goals for myself, like improving my efficiency or learning a new skill, which keeps me engaged. Even during slower periods, I stay focused on maintaining a high standard of service."
10. What do you know about our company?
Before heading into an interview, it’s important to research the company you’re applying to. This question is your chance to show that you’re genuinely interested and have taken the time to learn about them.
What to focus on:
- Key facts about the company, like their values or achievements.
- Why you’re excited about the opportunity to work for them.
- How you align with the company’s mission or culture.
Example Answer:
"I’ve researched your company and I love how committed you are to sustainability and excellent service. Your focus on locally sourced ingredients and creating a welcoming atmosphere really stands out to me. I’d love to be a part of a team that shares these values and helps create memorable experiences for customers."
Taking the time to prepare for your hospitality interview can make all the difference. When you're well-prepared, you'll feel more confident, less nervous, and ready to showcase your skills and passion for the industry. Remember, each interview is an opportunity to demonstrate why you're the perfect fit for the role, so make sure you approach it with enthusiasm and a clear understanding of what the job requires. Good luck!