Evaluate solution capability, guest issue resolution, problem management skills, and hospitality problem-solving whilst focusing on solution quality rather than problem complexity. Assess sophisticated problem-solving that drives guest satisfaction and service excellence.
Common misunderstanding: Harder problems test better skills
Many managers think complex, unusual problems are the best way to test problem-solving ability. Hotel reception problems are usually straightforward but require quick, guest-focused solutions.
Let's say you are testing problem-solving skills. Instead of creating elaborate scenarios, use real reception challenges like overbooking, broken lifts, or payment issues. These everyday problems reveal how candidates think under pressure and prioritise guest satisfaction.
Common misunderstanding: Complex solutions are better
Some managers believe complicated solutions show superior thinking. Reception work rewards simple, effective solutions that guests can understand and accept easily.
Let's say you are evaluating how a candidate handles a guest complaint about room temperature. A good candidate will offer immediate practical solutions like changing rooms or calling maintenance, rather than explaining the technical details of the heating system.
Essential competencies include solution capability, guest issue resolution, problem management skills, and hospitality problem-solving whilst valuing solution quality over problem complexity. Focus on competencies that predict guest satisfaction and problem resolution excellence.
Common misunderstanding: Problem-solving means finding perfect solutions
Managers often expect candidates to solve every problem completely during interviews. Reception work is about managing situations and keeping guests happy, even when perfect solutions aren't possible.
Let's say you are testing a candidate with a scenario where the hotel is fully booked but a guest insists on a room. The best answer isn't magic - it's about finding alternatives like nearby hotels, offering compensation, or arranging late check-out the next day.
Common misunderstanding: Technical fixes matter most
Some managers focus on whether candidates can fix technical problems, forgetting that guest communication during problem resolution is equally important.
Let's say you are assessing how candidates handle a computer system failure. Look for someone who not only knows backup procedures but also keeps guests informed, manages expectations, and ensures everyone feels looked after during the delay.
Present problem scenarios requiring solution capability, guest issue resolution, problem management skills, and hospitality problem-solving whilst testing solution quality and resolution skills. Assess problem-solving sophistication and solution capability.
Common misunderstanding: One problem tests all abilities
Many managers use single problem scenarios without testing different types of challenges that receptionists face daily.
Let's say you are designing problem-solving tests. Include various scenarios: handling multiple urgent requests, dealing with angry guests, coordinating between departments, and managing unexpected events. Each type reveals different problem-solving strengths.
Common misunderstanding: Problem-solving can't be measured
Some managers think problem-solving is too personal or creative to assess objectively, so they skip structured testing altogether.
Let's say you are uncertain how to evaluate problem-solving fairly. Use consistent scenarios with clear criteria: Does the candidate stay calm? Do they gather information before acting? Can they balance multiple priorities? Do they follow up to ensure problems are resolved? These behaviours predict reception success.