How to Use the Hotel Receptionist Interview Template

Why structured hotel receptionist interviews matter

Your reception desk is the first and last point of contact for every guest. A receptionist who fumbles the check-in, can't handle a billing query, or freezes when three things happen at once creates an impression that colours the entire stay. Meanwhile, a receptionist who greets guests by name, resolves problems before they escalate, and stays calm during a full lobby at 3pm checkout sets the tone for your whole property.

Hotel receptionists need an unusual combination of skills: warmth and professionalism, technical competence with property management systems, the ability to juggle competing demands, and the resilience to handle complaints gracefully. Many candidates present well in a relaxed conversation but crumble when the phone rings while a guest is complaining and a colleague needs help. A structured interview with consistent questions reveals who can actually perform under these conditions.

This 30-minute template assesses five core competencies: customer service orientation, multi-channel communication, complaint resolution, systems proficiency, and willingness to work varied shifts. The practical trial simulates real front desk pressure, and the weighted scoring ensures you prioritise the capabilities that predict receptionist success.

Pre-Interview Preparation

Before the candidate arrives, work through this checklist so you're ready for a focused assessment.

Review candidate CV and customer service experience - Look for any front-facing customer service roles, not just hotel experience. Retail, call centres, GP surgeries, and airline check-in desks all develop transferable reception skills. Note any PMS experience (Opera, Mews, Cloudbeds) and flag gaps or very short tenures.

Prepare interview area - Use a quiet space away from the front desk. Receptionists are often hired from non-hotel backgrounds, so an unfamiliar environment can be intimidating. A calm, welcoming interview space puts candidates at ease and lets them show their best.

Have scoring sheets and pen ready - Receptionists who are naturally personable can make a strong impression that clouds objective assessment. Score as you go so you're comparing evidence, not feelings.

Ensure 30 minutes uninterrupted time - Brief your team to handle the desk while you're interviewing. Nothing says "we don't value this role" more than being called away mid-interview to deal with a check-in.

Review front desk procedures and systems - Refresh your understanding of current PMS, daily processes, and any system changes coming. This helps you gauge whether a candidate's claimed experience matches your operational reality.

Customisation tips:

• For properties using specific PMS platforms, add "Prepare system demo for practical trial"
• For hotels with night audit requirements, add "Review night shift procedures and responsibilities"
• For properties with high guest volumes, add "Note peak check-in/check-out patterns for scenario discussion"

Candidate Details

Record the candidate's full name exactly as they prefer to be called. This becomes your reference for all subsequent documentation.

Document when the interview took place. This is essential when comparing multiple candidates interviewed over several days and for any follow-up correspondence.

Customer Service Experience

Why this question matters:

A hotel receptionist handles more varied guest interactions than almost any other role in the property. In a single hour, they might check in a weary business traveller, explain the breakfast arrangements to a family with young children, take a phone booking from a nervous bride-to-be, and calm a guest whose room isn't ready. Each interaction requires genuine warmth, not just professional politeness. Receptionists who see guest service as a process to follow rather than a relationship to build will leave guests feeling processed rather than welcomed.

What good answers look like:

• Describes specific customer interactions from previous roles with outcomes ("A guest arrived early and their room wasn't ready - I offered to store their luggage, gave them a map of the area, and called them personally when the room was available")
• Shows understanding that service extends beyond the transaction ("I remember a regular guest always asked for extra pillows, so I started having them placed in the room before they arrived")
• Demonstrates awareness that different guests need different approaches ("Older guests often prefer a slower, more personal check-in; business travellers want speed and efficiency")
• References handling difficult moments with grace rather than just pleasant interactions
• Explains what excellent guest service means to them personally, not just what their employer expected

Red flags to watch for:

• Only references basic transactional service ("I checked guests in and out efficiently")
• Cannot give a specific example of going beyond minimum expectations
• Describes guest service as something they do because they have to, not because they want to
• Shows irritation when discussing demanding or difficult guests
• Claims perfection ("I've never had a guest complaint") which suggests limited self-awareness
• No examples from outside work that demonstrate a natural service orientation

Customisation tips:

• For luxury properties: Probe their understanding of anticipatory service and personalisation
• For budget hotels: Focus on efficiency, friendliness, and handling high volumes without losing quality
• For extended-stay properties: Ask about building rapport with guests who stay for weeks or months
• For properties with international clientele: Explore their experience with cultural differences in service expectations

How to score:

• 5 - Excellent: Strong service background with specific guest-focused examples that demonstrate genuine warmth and proactive thinking
• 4 - Good: Good customer service experience with clear examples showing they understand what guests value
• 3 - Average: Some service experience with basic understanding of guest expectations, but limited depth or specificity
• 2 - Below Average: Limited customer interaction experience or examples that suggest a task-focused rather than guest-focused approach
• 1 - Poor: No meaningful service experience or dismissive attitude toward the guest-facing aspects of reception

Communication Skills

Why this question matters:

Receptionists are the hotel's multi-channel communication hub. They're simultaneously greeting guests at the desk, answering the phone, responding to emails, and coordinating with housekeeping, maintenance, and management. A receptionist who can only handle one conversation at a time creates queues, missed calls, and frustrated guests. One who tries to handle everything at once but does it poorly makes errors that ripple through the whole operation - wrong room assignments, missed wake-up calls, lost messages.

What good answers look like:

• Describes specific strategies for managing competing demands ("I prioritise the person in front of me, politely ask the phone caller to hold, and make a quick note of what the colleague needs so I don't forget")
• Shows awareness of communication hierarchy - who to prioritise and why ("A guest physically at the desk always comes first because they can see if I'm not giving them attention")
• Demonstrates experience with written communication as well as verbal ("I handled all guest email enquiries and learned to be warm but concise - guests don't want to read paragraphs")
• References specific situations where multi-tasking was essential and how they managed it
• Acknowledges limitations honestly ("When it gets really busy, I ask a colleague to help rather than trying to do everything badly")

Red flags to watch for:

• Claims they can easily handle everything at once without describing how
• Gets visibly flustered when you ask them to describe a busy scenario
• Focuses only on one communication channel (just phone, or just face-to-face) without acknowledging the multi-channel reality
• Cannot describe prioritisation strategies - treats all requests as equally urgent
• Poor communication skills during the interview itself - rambling answers, not listening to your questions, or struggling to articulate clearly
• Dismissive about the challenge ("It's just talking to people, isn't it?")

Customisation tips:

• For properties with high phone volume: Ask specifically about telephone manner and managing hold times
• For hotels where reception also handles reservations: Probe their ability to switch between guest-facing and administrative communication
• For properties with international guests: Discuss their approach to language barriers and communicating across cultures
• For small properties where reception is the sole point of contact: Emphasise their role as the communication link between all departments

How to score:

• 5 - Excellent: Excellent multi-tasking with clear, warm communication across multiple channels; demonstrates practical prioritisation strategies
• 4 - Good: Handles multiple demands well with good examples; stays calm and maintains communication quality under pressure
• 3 - Average: Can manage with some support; handles routine multi-tasking but may struggle during peak periods
• 2 - Below Average: Struggles with competing priorities; limited evidence of managing multiple communication channels simultaneously
• 1 - Poor: Cannot multi-task effectively; communication breaks down under any pressure

Problem Handling

Why this question matters:

Guests don't complain to the general manager - they complain to the person at the desk. A receptionist who handles complaints badly turns a recoverable situation into a negative review. One who handles them well can actually improve the guest's overall impression of the hotel. The difference between "the room wasn't ready but they handled it brilliantly" and "the room wasn't ready and the receptionist didn't seem to care" is the difference between a returning guest and a lost one.

What good answers look like:

• Describes a specific complaint situation with a clear resolution ("A guest's room had a maintenance issue at 11pm. I apologised sincerely, moved them to an upgraded room immediately, and left a handwritten apology note with complimentary breakfast")
• Shows understanding of the complaint resolution framework: listen, acknowledge, apologise, act, follow up
• Demonstrates emotional intelligence - reading when a guest needs to vent versus when they want immediate action
• References knowing the limits of their authority and when to escalate ("I could offer a room move or a discount, but anything beyond that I'd need to speak with my manager")
• Discusses learning from complaints to prevent recurrence

Red flags to watch for:

• Takes complaints personally or becomes defensive ("The guest was being unreasonable")
• Cannot describe the steps they'd take to resolve a complaint
• Immediately escalates everything rather than attempting resolution ("I'd just get my manager")
• Offers compensation as a first response rather than addressing the actual issue
• No examples of successfully resolving a difficult situation
• Blames other departments without taking any ownership ("It was housekeeping's fault, not mine")

Customisation tips:

• For luxury properties: Ask about handling complaints from guests with very high expectations who are used to perfection
• For budget properties: Focus on managing expectations when resources for service recovery are limited
• For properties with older buildings: Discuss handling complaints about facilities that can't be immediately fixed
• For chain hotels: Explore how they balance following corporate complaint procedures with using their own judgement

How to score:

• 5 - Excellent: Excellent resolution skills with specific examples of guest recovery; demonstrates ownership, empathy, and follow-through
• 4 - Good: Handles complaints professionally with good examples; shows clear understanding of resolution steps
• 3 - Average: Can manage basic complaints but lacks confidence or experience with more complex situations
• 2 - Below Average: Avoids difficult situations or immediately escalates without attempting resolution
• 1 - Poor: Cannot handle complaints; becomes defensive, dismissive, or panicked

Computer Skills

Why this question matters:

Modern hotel reception runs on technology. Property management systems, channel managers, payment terminals, key card encoders, email, and phone systems all need to work together, and the receptionist needs to navigate them all while maintaining a conversation with the guest in front of them. A receptionist who's slow with systems creates check-in queues. One who makes data entry errors creates billing disputes, double bookings, and lost revenue. Technical confidence isn't optional - it's operational survival.

What good answers look like:

• Names specific systems they've used ("I worked with Opera PMS for two years, and before that I used Mews at a boutique hotel - they're quite different but the core logic is the same")
• Describes learning new systems with confidence ("When we migrated from Fidelio to Opera, I volunteered to be the team trainer because I'd picked it up quickly during testing")
• Shows understanding that system proficiency enables better guest service ("The faster I can process a check-in, the more time I have to actually welcome the guest and tell them about the hotel")
• Demonstrates awareness of common system tasks: check-in/out, room moves, billing adjustments, reservations, reporting
• Discusses maintaining accuracy under pressure ("I double-check room assignments and billing details before confirming with the guest - fixing errors later is much harder than getting it right first time")

Red flags to watch for:

• Vague about which systems they've used ("I've used the computer system at my last hotel" without naming it)
• Uncomfortable or anxious about learning new technology
• Describes system use as purely mechanical without connecting it to guest experience
• Cannot describe basic reception system tasks (checking availability, processing a payment, creating a reservation)
• Claims to have used systems but can't describe specific features or workflows
• Resistant to change ("I prefer the old way of doing things")

Customisation tips:

• For properties using a specific PMS: Ask detailed questions about that system's functionality
• For properties planning a system migration: Probe their experience with technology transitions
• For independent hotels with simpler systems: Focus on general computer literacy and willingness to learn
• For properties with self-check-in kiosks: Discuss their experience with guiding guests through technology

How to score:

• 5 - Excellent: Proficient with PMS platforms and a quick learner; can describe specific system workflows and demonstrates confidence with hotel technology
• 4 - Good: Good computer skills with familiarity across relevant systems; comfortable learning new platforms
• 3 - Average: Basic computer skills sufficient for routine tasks; may need additional training on specific systems
• 2 - Below Average: Limited system experience with some uncertainty about using hotel technology
• 1 - Poor: Not comfortable with computers; would struggle with the technology requirements of modern reception

Shift Flexibility

Why this question matters:

Hotel reception is a 24-hour, 365-day operation. Christmas Day, New Year's Eve, bank holidays, weekends - guests are always arriving and departing. A receptionist who can only work Monday to Friday, 9 to 5, is fundamentally unsuited to the role. More importantly, receptionists who agree to shift work in the interview and then repeatedly request changes or call in sick on weekends create rota headaches that affect the entire team. Honest assessment of shift willingness prevents resentment and turnover.

What good answers look like:

• Shows genuine understanding of what shift work means ("I know reception means nights, weekends, and bank holidays - I worked split shifts in my last role and managed my personal life around them")
• Describes practical strategies for managing shift patterns ("I plan my social life around my rota rather than trying to swap shifts constantly")
• Acknowledges challenges honestly while demonstrating commitment ("Early mornings aren't my natural preference, but I've done them and I manage fine with good sleep routines")
• Discusses experience with rotating patterns, night shifts, or on-call arrangements
• Asks informed questions about your specific shift patterns rather than just saying "I'm flexible"

Red flags to watch for:

• Vague agreement without specifics ("Yeah, I'm flexible" with no follow-up detail)
• Immediate conditions or exceptions ("I can do shifts but not weekends" or "Not Christmas")
• No experience of shift work and no understanding of what it involves practically
• History of leaving previous roles due to shift pattern issues
• Unrealistic expectations about how quickly they can get preferred shifts
• Treats shift work as a temporary inconvenience rather than a fundamental part of the role

Customisation tips:

• For properties with night audit requirements: Be explicit about overnight shift expectations and assess genuine willingness
• For seasonal properties: Discuss how shift patterns change during peak and quiet periods
• For properties with fixed rotation patterns: Explain the specific pattern and ask how it fits their circumstances
• For properties offering flexible scheduling: Discuss their preferred patterns and any firm commitments

How to score:

• 5 - Excellent: Fully flexible availability with proven experience of working varied shifts; realistic and positive about the demands
• 4 - Good: Good flexibility with only minor constraints; demonstrates understanding and acceptance of shift requirements
• 3 - Average: Reasonable flexibility that covers most operational needs; some limitations but workable
• 2 - Below Average: Significant limitations that would affect rota coverage; reluctant about certain shifts
• 1 - Poor: Cannot work the required shift patterns; incompatible availability for the role

Practical Trial

Why practical trials matter:

Receptionists who interview well can still freeze at the desk. The practical trial puts candidates in a simulated front desk scenario where you can observe how they handle the competing demands that define the role. You'll see whether their composure, warmth, and technical confidence survive contact with realistic pressure.

What to observe:

Greeted guest warmly and professionally - Did they make eye contact, smile naturally, and create a welcoming first impression? Did they use the guest's name where appropriate? The greeting sets the tone for the entire interaction.

Listened actively to requests - Did they let the guest explain their needs fully before responding? Did they confirm details back to avoid errors? Active listening prevents the misunderstandings that create complaints.

Communicated clearly and helpfully - Were their responses clear, friendly, and informative? Did they avoid jargon? Did they offer additional information the guest might find useful without overwhelming them?

Maintained calm under pressure - When you introduce a second demand (phone ringing, colleague interrupting), do they stay composed? Do they prioritise appropriately or try to do everything at once?

Showed attention to detail - Did they get the details right? In a check-in scenario, did they confirm dates, room type, and special requests? Attention to detail prevents operational errors that cascade.

Setting up an effective trial:

• Set up a desk area with a computer (or mock screen), phone, and key card materials
• Brief a colleague to play a guest checking in with a specific request or issue
• Introduce a secondary demand partway through (phone call, another guest arriving)
• Observe from a natural distance - standing over them will increase nervousness without adding useful data
• Allow 15-20 minutes for the full scenario

How to score the trial:

• 5 - Exceptional: Natural front desk manner with genuine warmth, confident system interaction, and calm multi-tasking
• 4 - Strong: Good guest interaction with professional approach; handles competing demands with only minor hesitation
• 3 - Adequate: Shows potential with training; basic guest interaction skills present but needs development in confidence or multi-tasking
• 2 - Below Standard: Struggled with the scenario; became flustered, made errors, or couldn't manage multiple demands
• 1 - Inadequate: Not suited for a front desk role; fundamental issues with guest interaction, composure, or attention to detail

Cultural Fit Assessment

Beyond skills and experience, cultural fit determines whether a receptionist will stay and thrive. Select all indicators that genuinely apply based on your observations throughout the interview and trial.

Shows genuine warmth to guests - Did they demonstrate natural friendliness or was it performed? Genuine warmth is the foundation of reception work and the hardest thing to train.

Demonstrates professionalism - Did they arrive on time, present themselves appropriately, and conduct themselves in a way that reflects your property's standards?

Works well under pressure - Did they stay calm and focused when the scenario became challenging, or did stress visibly affect their performance?

Shows attention to detail - Did they notice and remember specifics during the interview and trial? Attention to detail prevents the errors that create guest complaints.

Interest in hospitality career - Do they see reception as a career step in hospitality or just another job? Interest in the industry predicts engagement and retention.

Positive about shift work - Did they discuss shift patterns with genuine acceptance or reluctant tolerance? Their attitude toward shifts predicts long-term reliability.

Weighted Scoring

The weighted scoring system reflects what matters most for hotel receptionist success. Guest service carries the heaviest weighting because a technically competent but cold receptionist still damages guest experience.

Guest service is the core of reception work. Rate 1-5 based on the customer service question, practical trial warmth, and overall guest-facing presence, then multiply by 0.35.

Communication ability determines how effectively a receptionist handles the multi-channel demands of the front desk. Rate 1-5 based on the communication question, multi-tasking during the trial, and clarity of expression, then multiply by 0.25.

Technical skills ensure operational accuracy. Rate 1-5 based on the computer skills question, system confidence during the trial, and attention to detail, then multiply by 0.25.

Cultural fit affects retention and team cohesion. Rate 1-5 based on the cultural fit indicators and your overall impression, then multiply by 0.15.

Add all weighted scores together for the final result. Maximum possible is 5.0.

Interpretation:

• 4.0 and above: Strong hire - offer position with confidence
• 3.5 to 3.9: Hire with development plan - good candidate who may need additional system training or shift pattern adjustment
• 3.0 to 3.4: Consider second interview - potential but questions remain around guest service depth or technical ability
• Below 3.0: Do not proceed - significant concerns that training cannot address

Customisation tips:

• Properties with complex PMS requirements might increase Technical Skills to 0.30 and reduce Cultural Fit to 0.10
• Luxury properties might increase Guest Service to 0.40 and reduce Technical Skills to 0.20
• Properties with high staff turnover might increase Cultural Fit to 0.20 and reduce Communication to 0.20

Final Recommendation

Based on all assessments, select your hiring decision:

• Strong Hire - Offer position immediately: Exceptional candidate with natural warmth, strong systems skills, and genuine enthusiasm for front desk work; act quickly
• Hire - Good candidate, offer position: Solid choice who meets your requirements and will develop well with proper support
• Maybe - Conduct second interview or check references: Potential in some areas but gaps in others - verify system skills or check references for reliability
• Probably Not - Significant concerns, unlikely to hire: Issues with guest service warmth, technical ability, or shift flexibility that training alone won't resolve
• Do Not Hire - Not suitable for this role: Clear misfit for front desk work; don't proceed regardless of hiring pressure

Additional Notes

Record any observations, concerns, or follow-up actions that don't fit elsewhere. This might include:

• Specific PMS training needs if hired
• Reference check questions around reliability and shift attendance
• Language skills that could benefit international guest interactions
• Any restrictions on shift patterns discussed
• Notable strengths to leverage during onboarding
• Concerns to monitor during probation

What's next

Once you've selected your hotel receptionist, proper onboarding is essential for retention and rapid productivity. See our guide on Hotel Receptionist onboarding to ensure your new hire masters your systems, learns your guest preferences, and starts delivering confident front desk service from day one.