What do you do if your customer service skills are put to the test in a hospitality management interview?

1 Know the basics

Before you go to the interview, make sure you review the core principles and practices of customer service in the hospitality industry. These include being courteous, respectful, attentive, responsive, and proactive. You should also be familiar with the common customer service standards and metrics, such as guest satisfaction, loyalty, retention, and feedback. Having a solid foundation of customer service knowledge will help you answer any theoretical or factual questions that might come up.

2 Use the STAR method

One of the most common ways to test your customer service skills in an interview is to ask you to describe a specific situation where you had to deal with a customer issue or complaint. To answer this type of question effectively, you can use the STAR method, which stands for Situation, Task, Action, and Result. This means that you should explain the context of the situation, the task or goal you had to achieve, the action or steps you took to resolve the issue, and the result or outcome of your action. Using the STAR method will help you structure your answer and demonstrate your problem-solving and communication skills.

3 Show empathy and positivity

Another important aspect of customer service skills is empathy, which means being able to understand and relate to the feelings and needs of others. In a hospitality management interview, you should show empathy not only to the customers, but also to the staff and the interviewer. You can do this by using active listening, acknowledging emotions, expressing concern, and offering solutions. You should also maintain a positive and professional attitude throughout the interview, as this will reflect your ability to handle stress and cope with challenges.

4 Give examples of feedback and improvement

Customer service is not a static skill, but a dynamic and continuous process of learning and improving. In a hospitality management interview, you should be prepared to give examples of how you have received, given, or acted on feedback to improve your customer service skills. You should also be able to identify your strengths and areas of improvement, and show how you are working on them. This will demonstrate your commitment to excellence and growth.

5 Ask relevant questions

Finally, one of the best ways to show your customer service skills in a hospitality management interview is to ask relevant and thoughtful questions at the end of the interview. This will show your interest in the role and the organization, and your willingness to learn more. You can ask questions about the customer service culture, expectations, challenges, or opportunities in the hospitality industry. You can also ask for feedback on your performance or how you can improve your skills. Asking questions will help you leave a positive and lasting impression on the interviewer.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?