Evaluate communication excellence, guest interaction capability, verbal presentation skills, and hospitality communication whilst focusing on communication quality rather than communication volume. Assess sophisticated communication that drives guest understanding and service excellence.
Common misunderstanding: Communication means talking more
Many hotel reception interviews focus on how much candidates talk instead of how well they communicate. Good communication at reception is about being clear, helpful, and professional - not chatting endlessly.
Let's say you are interviewing someone for a front desk role. A candidate who talks non-stop might seem confident, but they could overwhelm guests. Instead, look for someone who listens carefully to guest needs and responds with exactly the right information.
Common misunderstanding: Loud equals confident
Some managers think candidates who speak loudly or dominate conversations are the best communicators. Hotel reception requires calm, measured communication that puts guests at ease.
Let's say you are testing a candidate with a difficult guest scenario. A truly skilled communicator will speak softly, ask the right questions, and solve problems without creating drama or stress for other guests nearby.
Essential competencies include communication excellence, guest interaction capability, verbal presentation skills, and hospitality communication whilst valuing communication quality over communication volume. Focus on competencies that predict guest understanding and communication excellence.
Common misunderstanding: Fast talking shows expertise
Managers often mistake rapid speech for knowledge and competence. Reception work requires clear, paced communication so guests can understand important details about their stay.
Let's say you are watching a candidate explain check-in procedures. Someone who speaks too quickly might miss important details or confuse guests. The best candidates speak at a comfortable pace and check that guests understand before moving on.
Common misunderstanding: Technical knowledge matters most
Some managers focus only on whether candidates know hotel systems and procedures, forgetting that guest interaction skills are equally important. A receptionist needs both technical ability and people skills.
Let's say you are comparing two candidates. One knows every computer system but struggles to connect with guests. Another has good technical skills and makes guests feel welcome and valued. The second candidate will create better guest experiences and handle problems more effectively.
Present communication scenarios requiring excellence, guest interaction capability, verbal presentation skills, and hospitality communication whilst testing communication quality and guest interaction skills. Assess communication sophistication and verbal capability.
Common misunderstanding: Simple role-plays are enough
Many managers use basic scenarios like "greet a guest" without testing how candidates handle complex communication challenges that happen daily at reception.
Let's say you are designing interview tests. Instead of just asking candidates to say hello, present situations like explaining why their room isn't ready, handling complaints about noise, or coordinating with multiple departments whilst keeping guests informed. These scenarios reveal true communication skills.
Common misunderstanding: Communication skills can't be tested
Some managers think communication ability is too subjective to assess properly, so they rely only on gut feelings or basic conversation during interviews.
Let's say you are unsure how to measure communication skills objectively. Create specific scenarios with clear criteria: Does the candidate listen before responding? Do they ask clarifying questions? Can they explain complex information simply? Do they remain calm under pressure? These measurable behaviours predict reception success.