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Front Desk Agent Interview Questions

Edited by Indeed Employer Content Team
Last updated January 9, 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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Whether you are preparing to interview a candidate or applying for a job, review our list of top Front Desk Agent interview questions and answers.

  1. How do you make a guest feel comfortable when they arrive? See answer
  2. How do you handle stress during busy times like peak season? See answer
  3. What process do you follow for handling cash without errors at the front desk? See answer
  4. A guest has forgotten their room key and has no identification. How do you handle the situation? See answer
  5. What duties of a front desk agent do you enjoy the least? See answer
  6. What education or training do you have that benefits this position? See answer
  7. What experience do you have with high-profile guests? See answer
  8. Describe a time you went beyond expectations for a guest. See answer
  9. Describe a time you had to handle an unintelligible caller on the phone at the front desk. See answer
  10. How do you manage multiple guests checking in at once? See answer
  11. How would you describe your communication skills with the public? See answer
  12. What is the one essential quality of a successful front desk agent? See answer
  13. How do you stay up to date with current events that guests may inquire about? See answer
  14. Why do you want to work for our hotel? See answer
  15. Describe a time you handled an upset guest and were able to turn the situation around. See answer
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Hire your next Front Desk Agent today.

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Hire your next Front Desk Agent today.

Post a job
Our mission

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.

Read our editorial guidelines

15 Front Desk Agent Interview Questions and Answers

How do you make a guest feel comfortable when they arrive?

A front desk agent is typically one of the first people a guest will interact with at a hotel or resort. The goal of the question is to evaluate a candidate's approach to welcoming a guest to the facility. What to look for in an answer:

  • A polite and friendly attitude towards guests
  • Interest in providing a positive guest experience
  • Communication skills to effectively welcome a guest to the location
Example:

"As soon as a guest enters the lobby, I immediately smile and make eye contact, even if I'm attending to another guest. When they approach the front desk, I warmly welcome them to the hotel and then proceed with checking them in."

How do you handle stress during busy times like peak season?

A front desk agent needs to remain calm and organized during peak times and busy seasons. The goal of the question is to evaluate the candidate's ability to handle stress in the workplace positively. What to look for in an answer:

  • Productive and healthy coping strategies for managing stress
  • A positive and enthusiastic attitude about the job
  • Communication skills to ask for help when needed
Example:

"I find the key to handling stress at work is to stay organized. At the beginning of my shift, I review incoming and departing guests for that day. If the front desk gets hectic, I remain positive and upbeat, using laughter to relieve stress."

What process do you follow for handling cash without errors at the front desk?

A front desk agent needs to handle cash transactions in addition to credit cards and electronic payment methods. The goal of the question is to evaluate the candidate's level of experience handling cash effectively. What to look for in an answer:

  • Ability to remain responsible with considerable sums of cash
  • Ability to follow company policies regarding cash handling
  • Interest in maintaining the accuracy of cash in their possession
Example:

"When a guest is paying by cash, I always recount the money to ensure it is the correct amount. I also count any change back to the guest. I always lock my cash float except during use, and I count my float at the start of my shift to ensure it's correct."

A guest has forgotten their room key and has no identification. How do you handle the situation?

A front desk agent must follow company procedures to ensure the safety of their guests while maintaining high customer service standards. The goal of the question is to determine the candidate's process of troubleshooting a specific and common workplace scenario. What to look for in an answer:

  • Ability to follow company policy regarding safety protocol
  • Interest in providing a positive guest experience
  • Critical thinking and problem-solving ability
Example:

"This is a common situation I've had to address numerous times. Typically, if the guest has no identification, I'll ask if they have any other information, such as a reservation email, confirmation number, or other correspondence. If they don't, then I politely explain..."

What duties of a front desk agent do you enjoy the least?

A front desk agent has numerous duties and responsibilities in their position. The goal of the question is to evaluate the candidate's preferences of job duties and their attitude about less desirable tasks. What to look for in an answer:

  • A positive and enthusiastic attitude about the position
  • Awareness of the full scope of duties and tasks performed by a front desk agent
  • Ability to identify their least favourite job in a positive manner
Example:

"My least favourite duty as a front desk agent is taking customer complaint calls. No one enjoys dealing with an upset guest. But when I do receive one of these calls, I do my best to help the guest in whatever way I can."

What education or training do you have that benefits this position?

Depending on the company, you may require your front desk agent to have a specific educational background, such as a certificate in hospitality management. The goal of the question is to determine the candidate's academic experience and ability to apply their knowledge to the benefit of the position. What to look for in an answer:

  • Completion of company-specific educational requirements
  • Interest in continuous learning and skills development
  • Ability to apply knowledge into real-world situations
Example:

"I completed a certificate in hotel management and have taken several customer service training courses. My education gives me the theory of hotel best practices for public interaction, to provide an exceptional experience for each guest."

What experience do you have with high-profile guests?

A front desk agent needs to provide high-quality service and safety to all guests, regardless of public profile. The goal of the question is to evaluate the candidate's expertise in handling high-profile guests while maintaining service standards to all. What to look for in an answer:

  • Ability to treat all guests with respect and dignity
  • Experience handling high-profile guests, as required
  • Interest in providing a safe environment for all hotel guests by respecting privacy
Example:

"I have worked with several high-profile guests in my experience. And while their safety is important, I believe it's important to provide all guests with a sense of service, security, and privacy."

Describe a time you went beyond expectations for a guest.

A front desk agent has the opportunity to create a positive guest experience for everyone they interact with. The goal of the question is to evaluate the candidate's interest in exceeding a guest's expectations. What to look for in an answer:

  • Interest in providing a high-quality guest experience
  • Attention to details and creative thinking to exceed expectations
  • A positive attitude about the position with a desire to be of service to others
Example:

"I once had a couple check in to celebrate their 25 year wedding anniversary. They were very humble and quiet about the occasion, but I wanted to do something special for their celebration. I contacted our kitchen and had them bring up a plate of appetizers and a bottle of sparkling wine as a gift from the hotel."

Describe a time you had to handle an unintelligible caller on the phone at the front desk.

A front desk agent needs excellent communication skills for speaking with guests in person and on the phone. The goal of the question is to evaluate the candidate's ability to handle difficulty in communication while providing quality service. What to look for in an answer:

  • Ability to verbally communicate with guests effectively
  • Interest in adapting communication styles to connect with a guest
  • Ability to remain calm and patient with guest during phone calls
Example:

"I've handled many unintelligible calls from guests at the front desk. I remain patient and do my best to understand what they want. I often will say that I have trouble understanding but want to help them. I'll then ask a series of simple questions to narrow down their request."

How do you manage multiple guests checking in at once?

A competent front desk agent can effectively handle a lineup of guests checking into the facility. The goal of the question is to evaluate the candidate's ability to serve multiple guests quickly and efficiently. What to look for in an answer:

  • Organizational skills to manage the front desk during busy times
  • Ability to handle stressful situations
  • Interest in treating each guest as an individual and provide quality service
Example:

"When multiple guests are checking in at once, I do my best to greet each guest warmly. I stay organized and friendly and check everyone in as quickly as possible. I don't multitask too much, as I find it's easy to miss important details."

How would you describe your communication skills with the public?

A front desk agent must be a proficient communicator and deal with the public in a friendly manner. The goal of the question is to evaluate the candidate's opinion of their communication skills. What to look for in an answer:

  • Clear and understandable verbal communication
  • Ability to listen to a guest and understand their needs
  • Interest in adapting communication style to an individual's needs
Example:

"I would describe my communication style as positive, friendly, and relaxed. I remain calm and patient when guests don't understand right away, and I keep a list of pictures at the desk to help guests point to what they want if there's a language barrier."

What is the one essential quality of a successful front desk agent?

A successful front desk agent has many valuable skills and competencies. The goal of the question is to evaluate the candidate's opinion on the most desirable skill. What to look for in an answer:

  • A positive and warm attitude towards the position
  • Ability to identify the essential qualities to be successful in the role
  • Opinion of their professional strength
Example:

"I believe the one essential quality of being a successful front desk agent is a service-based attitude. When I approach my job from a service perspective, it aligns everything else to provide a positive guest experience. For example, service means being organized, communicating effectively, and problem-solving for your guest."

How do you stay up to date with current events that guests may inquire about?

A front desk agent needs to know the general location around the facility, including restaurants, shopping centers, and local events. The goal of the question is to evaluate the candidate's approach to maintaining knowledge of local tourism and guest options. What to look for in an answer:

  • Interest in staying up to date with local current events
  • General knowledge of the city or location around the facility
  • Ability to provide guest recommendations to nearby amenities
Example:

"I'm from the Toronto area and follow several local-events newspapers there. As a front desk agent, I want to provide personal recommendations, so I also have tried various restaurants and eateries in the area."

Why do you want to work for our hotel?

A front desk agent candidate must arrive for their interview, prepared to understand the company and responsibilities of the job. The goal of the question is to evaluate the candidate's ability to research the company and identify their motivation for applying. What to look for in an answer:

  • Interest in completing research about the company and position
  • Ability to identify their motivation in applying for the role
  • Desire to provide a positive contribution to the success of the company
Example:

"When I was a student travelling across North America, I stayed at many locations of your company's chain. I was always treated with respect and enjoyed my stay. Because of my personal experiences, I want to continue that by offering a positive guest experience as an employee. "

Describe a time you handled an upset guest and were able to turn the situation around.

A front desk agent must be able to handle upset guests to influence a favourable resolution. The goal of the question is to evaluate the candidate's ability to deal with difficult or angry guests effectively. What to look for in an answer:

  • Ability to self-regulate emotions and remain calm and controlled
  • Interest in resolving the situation in a positive way
  • Critical thinking and problem-solving abilities
Example:

"I recently had a guest who wanted to upgrade their room after check-in, and none were currently available. I remained calm and focused on the guest's experience, not taking their demeanour personally. Then I offered them several options until we could upgrade their room."

Three individuals are sitting at a table with a laptop, a disposable coffee cup, notebooks, and a phone visible. Two are facing each other, while the third’s back is to the camera. The setting appears to be a bright room with large windows.

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