Interview with a General Manager of a 5star hotel – what he expects from front desk staff (text only, checklist, B1)

Interviewer: Good morning. Thank you for talking to us today. What do you expect from front desk staff in a five-star hotel?

General Manager: Good morning. The front desk is very important because it is often the first place where guests meet our hotel staff. I expect our front desk employees to be friendly, polite, helpful, and professional. They should make guests feel welcome from the first moment.

Interviewer: What is the most important quality for a front desk employee?

General Manager: I think a good attitude is very important. Guests may arrive after a long flight or a difficult journey. They may be tired or unhappy. Our staff must stay calm, friendly, and patient. They should listen carefully and try to understand what the guest needs.

Interviewer: How should staff communicate with guests?

General Manager: They should speak clearly and politely. Good English is very important because we have guests from many countries. Staff should use simple and correct language. They should also listen carefully and make sure they understand the guest correctly.

Interviewer: What should a receptionist do when a guest has a problem?

General Manager: First, the receptionist should listen without interrupting. Then they should show that they understand the problem. If they can solve it themselves, they should do so quickly. If they need help from another department or a manager, they should contact the right person. Most importantly, they should not simply tell the guest, “That is not my job.”

Interviewer: How important is knowledge about the hotel?

General Manager: It is very important. Front desk staff should know the hotel well. They should know the restaurant opening hours, breakfast times, room facilities, swimming pool, gym, and other hotel services. They should also know how to give guests useful information about transport and important places nearby.

Interviewer: What about appearance?

General Manager: Appearance is important in a five-star hotel. Staff should wear a clean and correct uniform. Their shoes should be clean, and they should look neat and professional. But appearance is not enough. A professional attitude is just as important.

Interviewer: Do you expect front desk staff to sell hotel services?

General Manager: Yes, but they should not put pressure on guests. They should know our room types, restaurants, spa services, and other services. When a service could be useful for a guest, they can explain it in a friendly way. The goal is to help the guest, not to force the guest to buy something.

Interviewer: What mistakes should front desk staff avoid?

General Manager: They should never argue with a guest. They should not speak loudly about private guest information. They should not ignore a guest while talking to a colleague or looking at a phone. They should also check important information carefully. A small mistake with a room number, booking, or bill can cause a big problem.

Interviewer: What do you expect when the hotel is very busy?

General Manager: I expect staff to work well as a team. There may be many guests waiting at check-in or check-out. Staff should stay calm and work quickly, but they must still be polite. They should help each other and communicate clearly with their colleagues.

Interviewer: How important is teamwork?

General Manager: It is extremely important. The front desk works with housekeeping, the restaurant, maintenance, security, and other departments. Good communication between departments helps us give better service to our guests.

Interviewer: What makes a front desk employee successful?

General Manager: A successful employee cares about the guests and takes responsibility for their work. They are reliable, polite, patient, and willing to learn. They understand that every guest is important. In a five-star hotel, we do not only give guests a room. We want them to feel welcome, respected, and well looked after.

Interviewer: Finally, what advice would you give to someone who wants to work at the front desk of a five-star hotel?

General Manager: Learn as much as you can about the hotel business. Improve your English every day. Listen carefully to guests and colleagues. Be patient, even when a situation is difficult. And always remember: a smile, good manners, and helpful service can make a big difference.

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