25 hotel management interview questions and answers - freshers, experienced

What is adding value?

Adding value can be defined as adding extra item, image, product or service, which adds value to the product. For example a good-looking receptionist adds to the quality of hotel, a garnish on food adds to the value of the food. It can be service tool, service staff, environment, image of the owner or chef, etc. Travel agency adds value to the quality of hotel or vice versa.

Explain Adventure tourism, Attraction, Amenities, Back of the house.

- Adventure tourism - to convert the adventure into pleasure for the purpose of tourism business.
- Attraction - Anything/object/activity, which attracts tourists and attach with it.
- Amenities - Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship, hospitality, etc.
- Back of the house- Staffs who are not directly involved in providing service. Guests rarely interact with them.

What is continuously rendered service?

Continuously rendered services are those services, which are prepared and provided only to the customers who are physically present. This kind of service is not finished in instant time; it is a process, which is extended to a time limit. It is a kind of face-to-face interaction. For example reservation service, restaurant service, massage, etc

Define the terms: Excursionist, Front of the house, High-touch service

- Excursionist – This term is used for the temporary visitors, who do not even stay for twenty- four hours in a hotel.

- Front of the house – This term is used for the staffs who are directly involved in providing services to the guests in the hotel. For example receptionist, bellboys, gatekeeper, etc.

- High-touch service - These are those services which are already prepared but the customer receive it only when he wants. For e.g. room reservation, fast food, printed information, housekeeping service, etc.

Explain hospitality in terms of hotel industry

Hospitality actually means, “taking care of guests in the best possible way".

- Organizing, providing services and looking care after guests is included in it.
- It means friendly and generous treatment of guests.
Hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.

Explain the terms Intangibility, Inseparability, Perishability, and Point of contact in hotel management.

- Intangibility- It can be explained as services, which cannot be seen, tested, felt heard or smell or measured before they are delivered and received by customer. For example, travel experience, trust, confidence, hospitality, satisfaction, etc.

- Inseparability- To receive the service customer must be personally and physically present at the point of delivery. Customer cannot be separated from the point of delivery. Service is available at the Point of service Delivery (POD)

- Perishability- Perishable services are those services, which cannot be stored. Unused service of a particular day cannot be sold next day or in advance.

Point of contact- Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, follow travelers which they contact and receive positive or negative feelings.

What is Product formation, Service brigade and The Moment of Truth?

- Product formation – It can be defined as putting different products and services together to form a product for the satisfaction of customer. For e.g. Hospitality is a product formation which is not made from a single item.

- Service brigade - Team of staffs involved in providing service

- The Moment of Truth - It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.

What is the difference between Sun lust and Wanderlust in terms of hotel industry?

There is no much difference as both are desire to travel. Sun lust can be defined as travelling in search of sunshine/Adventure activities/Outdoor activities whereas wanderlust is the desire to travel far away and too many different places to explore those places.

Explain: Variability and Village tourism

- Variability - Services are highly variable. The quality of service depends upon how, when where and who provides them. Each time customer receives different levels of satisfaction from the same level of service; same food gives different test to different people.

- Village tourism - To utilize village and villagers for the purpose of tourism. Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.

How hotels can be classified?

Hotels can be classified on the basis of:

- Service and supplementary
- Facilities or service (Star / Crown / Diamond )
- Location
- Number of rooms
- Types of clients
- Length of stay of clients, (Star/Crown),
- Economy
- Management
- Plan.
- Chain
- Partnership, Franchise, Marketing, and Management
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Discussion Board
So I'm aspiring to become a student in this industry, and when the time for colleges to hire me comes, what questions will they ask me, and what kind of answers are expected?
Abhay 04-22-2016
Interviews in Practice
I have worked in hospitality for over 4 years at 4 and 5 star properties in a major US city. I've received 7 promotions in that time, have been through countless hotel interviews and have hired employees.

I think this page provides some good background information and context; but in my experience managers are not looking for technical terms or a recitation of principals. Working in a hotel is like belonging to a second family, what matters most is positive energy and impeccable communication skills.

Personal connections are the bread and butter of the hospitality industry - if you are able to develop a rapport with the hiring manager instantly and speak candidly about your interest in hospitality, why you care and what you bring to the table your resume will be at the top of the list. Managers realize that those skill will translate into your work with guests.

Remember hiring managers are people too; if you were in a position to hire what would you be looking for? Someone with conceptual knowledge or someone with positive energy that you enjoy being around?
Ross 03-21-2016
Looking for few answer of my question?
what is the higher key in hotel?
how many department in the hotel?and what is the role ?
Dhananjoy mohanta 01-29-2016