When interviewing for a receptionist position, you really want to do everything you can to let the interviewer get a sense of your responsible nature and friendly demeanor. While you should always be prepared for common job interview questions, there are receptionist-specific questions that you’ll want to make sure you have practiced before hand.
What programs and/or software do you have experience using?
Most receptionist positions require using basic software for email, scheduling, etc. It is best to have some knowledge of how to navigate these products before interviewing.
"Due to my past experience as a receptionist, I am extremely proficient in the Microsoft Office suite with programs such as Excel, Outlook, Word, etc. I have created numerous presentations using Powerpoint. Also, I am skilled in Adobe Photoshop and InDesign."
How do you keep your daily schedule organized?
Organization is an essential part of being a receptionist. A lot of information passes through you so the interviewer is confirming you know how to maintain order.
"I prioritize my tasks at the beginning of each day to ensure the most important items get done as soon as possible. I am efficient and skilled at multi tasking so I can work on several projects simultaneously with no complications. Lastly, I maintain a strict filing system so I can easily retrieve things and always know where the correct information is located."
What is the importance of a receptionist if we talk about a customer's overall impression of the company?
This question will show the employer that you are aware of your responsibilities and the role you play in the company's success.
"I think the receptionist plays a critical role in the customer's perception of the company. I am the first person they encounter so I could make or break the customer's first impression. I possess effective business communication skills and can easily interact with a wide variety of personalities over the phone and in person so I have no doubt that I will represent the company in the best possible manner. It is crucial that the customer experiences great service from the receptionist. Using my pleasant disposition I will see to it that all customers have a positive impression of this company."
Describe your previous duties.
This is your opportunity to showcase your experience. Take full advantage of it.
"In my previous position, I was responsible for answering multiple phone lines, transferring calls, and greeting walk-in customers. I have experience handling a switchboard of up to 20 lines for a busy production company. I also greeted applicants and vendors, announced their arrivals, and answered their questions about the company where I was previously employed.”
How do you handle a fast-paced work environment?
As a receptionist, a multitude of people will require your assistance perhaps even all at once. Explain to the interviewer how you have handled similar situations in your work or personal life.
"I have been a receptionist for about three years now so I am comfortable working in a fast-paced environment. Over time, I have adjusted my work style to the field and find that I adapted quite easily. I don't mind high volume work. I feel that working in an environment that constantly presents new challenges keeps me on my toes and I enjoy that."
Alex is a Growth Marketing Manager at Snagajob, where she works with sales to help connect businesses with the right workers. Her first hourly job was as a barista at Caribou Coffee.
Video : Front Desk Interview Questions and Answers
1. Please tell us something about yourself.
Answer:
This is a very common question that you can expect at every interview. It is not something that is only specific to this role. The interviewer is actually looking out for a starting point to begin your interview.
To answer it effectively, you can talk about your professional experience, achievements, strengths, and last but most important why are you here for the interview today.
A very important thing to do before being interviewed for a front office or receptionist's position is to know the qualities desired in a person taking up this position.
Some of the most important ones being:
i. Pleasant personality coupled with excellent mannerism,
ii. Excellent communication
skills,
iii. Calmness to manage multiple things and unpleasant situations,
iv. Physically fit body with a strong memory,
v. Excellent co-ordination and Problem solving skills,
vi. Ability to anticipate the needs of guests and willingness to go above and beyond the role.
If you are managing a front desk/ receptionist's position at a hotel, you also need to possess excellent knowledge about the local area and an ability to be a good reference point for your guests.
To answer this question, you can say something like, "I possess a 3 years of experience as a Front desk executive for XYZ hotel. The hotel caters to the international guests which needs me to be at the best of my manners while dealing with the guests from different cultures. I possess an ability to stay calm in unpleasant situations and solve them to everyone's satisfaction. I possess excellent communication and co-ordination skills.
A large number of our guests come from Middle East which needs me to be very fluent in Arabic language.
I see that you have a requirement for a Senior Executive to handle the Front desk activities for your new set up. With the type of background I possess, I believe I'm a good fit for this position."
2. What makes you interested in working at the front desk/ reception?
Answer:
The Front desk staff is the face of the company or brand or hotel you are working for. To answer this interview question talk only about your skills and qualifications. If you possess a degree in front desk management, you can say something like -
"With a degree in front desk management, I possess excellent communication skills. Also, I find myself quite effective in dealing with people, solving their problems and I'm always able to find ways to go above and beyond my duties. I get to make a good use of all these qualities in a front office position which makes me interested in this department."
3. What do you know about us?
Answer:
This question is an opportunity to demonstrate that you did prepare for this interview and are interested in this role. Read about the company where you are going to be interviewed, their core business, anything for which they have been in news recently etc.
A good preparation will give you a good start for the interview.
4. What do you like most about being a front desk executive?
Answer:
After you have answered Question no. 2 in the way we suggested, the interviewer won't ask you this question. However, if they skip the earlier one and come to this, you can talk about some results you see at the end of each guest checking out.
For e.g. interaction with people from different background, positive feedbacks, the happy faces and the learnings from every problem.
A sample answer to this question could be something like - "As a receptionist managing the front desk, I get to interact with guests from different backgrounds. When they check out and leave a positive feedback for us and the hotel, it gives us an immense satisfaction of a job well done. Many a times, we do face problems with some guests and every time we solve a new problem, it gives us a sense of achievement too."
4. Can you tell me about your routine at work?
Answer:
Apart from the skills required to do your job, this question tests your
i. Organization and
co-ordination skills
ii. Time management skills
iii. Energy levels at the end of the shift
A front desk executive is expected to co-ordinate with various departments, multi-task and still be energetic to welcome the guests coming in while your shift is about to end.
To answer this question, you can say something like, "I start my day by making a 'to do list' and assign myself with tasks on a priority basis. I then go through my mail box and make sure that each mail is read and answered and proceed accordingly with the tasks from the "to-do list".
Working in a front office requires me to deal with a lot of guests and co-ordinate with a lot of colleagues but it is extremely important for us to have high energy levels intact till the end of the shift. I keep myself refreshed with reading the books I love and working on my physical fitness at home."
5. How important is anticipating the needs of a guest and taking an extra effort to meet them?
Answer:
Anticipating the needs of a guest and meeting them even before they ask you for help goes a long way in making you and your hotel a success.
Follow this up with some examples when you anticipated a guests needs and fulfilled them even before they could think of them.
For e.g. "Some days back a family came to us as guests. They had a little baby and an old granny with them. As soon as they entered the hotel, I realized that the granny won't be able to walk through the long corridor to her room. We immediately arranged for a wheel chair without them even having to ask for it. We also arranged for a bottle warmer and some fresh milk to be delivered for the baby.
The guests were really touched by this and left an excellent feedback for us online. In fact, they did refer a few more guests to us".