Hotel Management Interview Questions and Answers:-
1. What is adding value?
Adding value can be defined as adding an extra item, image, product or service, which adds value to the product. For example, a good-looking receptionist adds to the quality of the hotel, a garnish on food adds to the value of the food. It can be a service tool, service staff, environment, the image of the owner or chef, etc. Travel agency adds value to the quality of the hotel or vice versa.
2. 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 attaches 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
3. 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
4.Define the terms: Excursionist, Front of the house, High-touch service
- Excursionist – This term is used for 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
5.Explain hospitality in terms of the 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.
The hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.
6. 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 the 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 the 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.
7. 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 the 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 a 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.
8. What is the difference between Sun lust and Wanderlust in terms of the hotel industry?
There is no much difference as both our desire to travel. Sun lust can be defined as traveling 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.
9. 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 a customer receives different levels of satisfaction from the same level of service; the same food gives the 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.
10. How hotels can be classified?
Hotels can be classified on the basis of:
- service and supplementary
- facilities or service (Star / Crown / Diamond )
- number of rooms,
- types of clients,
- length of stay of clients, (Star/Crown),
- Partnership, Franchise, Marketing, and Management
11. What do you understand by accommodation?
Accommodation can be defined as a place to stay overnight. There are two types of accommodations namely serviced and non serviced. Some of them are directly related to tourism and some of them are not directly related to tourism but they provide overnight stay facility for the travelers. Service accommodations provide housekeeping facility.
12. What do you understand by catering?
Catering refers to food and drinks whereas catering industry refers to the hospitality industry that provides foods, drinks and in certain section accommodation also. Catering establishment is an organization, which provides food with an objective to satisfy its customer. It includes two aspects;
- one food and beverage
- Other is service.
13. What are the different types of accommodation?
There are two types of accommodations, which are mentioned below:
- Service accommodation: This type of accommodation provides housekeeping service. Here service is provided to earn a profit.
- Supplementary accommodation: This type of accommodation is not related to tourism and not registered as a business organization also. They neither provide housekeeping facility nor they sell their service but they provide accommodation facility.
14. Explain the importance of an organization?
The organization is actually a process of combining the work of individuals or groups to fulfill a common goal of an enterprise. In a business organization, activities carried out to earn or produce asset or profit. It may be trade, commerce, industry or service.
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15. What are the different types of rooms exist in a hotel?
Various types of rooms in a hotel are:
- Single Room
- Double Room / Twin Room
- Triple Room
- Suits – Single suits, Double suits, Duplex suit, Royal Suite, Penthouse
16. What is the difference between check in and check out?
The action of arriving and registering in a hotel is called check-in. There are various formalities, which are involved with check-in procedures i.e. allocating a room, taking guest’s name, asking the guest to sign the hotel register whereas the action of leaving and paying the bill after a stay in a hotel is called check out process. The formalities, which are involved with check out process, are presenting the bill and making sure it is paid, taking the room key, etc.
17. What do you mean by Concierges, Errand Card, Image building?
- Concierges: It can be an employee of a hotel who serves guests with duties similar to those of a butler.
- Errand Card: It is a task card, which mentions the room number, guest name, and luggage types, which is prepared by the reception and hand over to the bellboy.
- Image building: Creating a good picture of the hotel and representing a positive image of the hotel.
18. Explain the terms in a single line In-house guest, Personal grooming, Paging, Reference point, Scanty baggage, card.
- In-house guest: Guests who are staying in the hotel.
- Personal grooming: It is the process of grooming the staff in a positive manner.
- Paging: It is a process of identifying and informing about a guest.
- Reference point: It is the source from where the information is received.
- Scanty baggage: This term is generally used for a guest who comes with light luggage.
- Registration: It is one of the formalities of filling the card at the time of registration.
19. Explain in your words about Channel of communication, Skipper and Sundry Services.
- Channel of communication – It is a flow of communication within a department.
- Skipper – This term is used for the status of a room, which indicates that a guest has left the hotel room without arranging to settle his or her account.
- Sundry Services – These are the extra services, which are provided to the guests. For e.g. message, handling of guests.
20. What points are considered in the hotel industry, when selecting a candidate?
Following points are considered in a candidate:
- Hospitality knowledge
- Personal Hygiene and Grooming
- Physical attributes
- Work-related attributes
- Social skill
21. What do you mean by dining? How many different types of dining are there?
It is a place where food is serviced, so it is an act of eating a meal. There are two types of dining:
- Pre-plated dining: Here the food is already served on the plate from the kitchen.
- Fine Dining Restaurant: Offering a high class of service and facilities. It aims to provide excellent food and service in good decor and ambiance.
22. What are the different kinds of linens used in the hotel industry?
Linen is the tablecloths, cloth napkins, Moulton and slip cloths used in a hotel. There is various kind of linens used in the hotel:
- Moulton: it is a thick fabric with lint laid on the surface of the table with pin underneath. It is absorbent, has a smooth surface and is sound resistant. It is used to hold tablecloth.
- Tablecloth: These are laid over the table on top of Moulton.
- Slips Cloths: These are laid over the table on top of the tablecloth. Its protects tablecloth from spillage.
23. Explain the terms Sommelier, Spillage, Flatware, Cutlery, and Hollowware.
- Sommelier: He is the person who is in charge of serving the wine in a restaurant.
- Spillage: A liquid falls by mistake
- Flatware: these are all forms of spoons and forks.
- Cutlery: these are the knives, and other equipment which is used for cutting
- Hollowware: These are the items made from silver or China. It is made in a way that it can hold something in it.
24. Define: Cuisine, Pastry / Bakery, Scullery areas
- Cuisine: It is an art of cooking, preparing food and service.
- Pastry / Bakery: Ice cream, cakes, bread, pies, etc are the products, which are prepared in a bakery.
- Scullery areas: It is a place where cups and pots are washed and cleaned.
25. Explain the terms Chef, Nutritive, Proteins, Contaminated food
- Chef: a Chef is a person who is in charge of preparing food in a restaurant or a hotel.
- Nutritive: That food is necessary for growth. Nutritive food plays a very important role in the hotel industry.
- Proteins: It is that food, which is necessary for growth, maintenance, and repair of the body.
- Contaminated food: Any kind of food that is infected by bacteria, toxin, chemical substance, and poison is created.
26. Suppose you have to plan a business meeting or a party for some clients. How will you go about the task?
This seems like a simple enough question, but it is more like a trick question. Many interviewees, either due to anxiety or because of the overconfidence that comes from being asked such a simple question, mess this up by missing out an important step of the process. Think this out carefully, remember everything that you have been taught or have done and then answer this question slowly and methodically, convincing your interviewers that you can handle a situation under pressure well.
27. We get a lot of irate and angry customers. How do plan to deal with them?
Any hotel or tourism institute worth its salt spends a lot of time teaching its students about dealing with tough customers. Checking your textbooks for answers is a good idea, but please manages to do so before the interview takes place. If you know somebody in the industry, then it would be a good idea to speak to him or her and ask about how such situations are handled real time, in the real world. If you can base your answer on these inputs, then nothing to beat it. If you have time, then give an example or two about how you dealt with an angry or bad customer in the past with tact, politeness, and firmness.
28. What are the various sectors in the hotel industry? Why are they important?
Knowing your textbooks well always helps, especially when you are faced with questions like these. Talk about the different sectors like housekeeping, accounting, maintenance, public relations, security, sales, food and beverages, front office and accounting and give brief descriptions if asked. Say something about how each one is important for the proper functioning of a hotel.
29. Why did you join the hotel and tourism sector?
There are two things that you can touch upon as an answer to this question. The first relates to the statistics regarding the sector. Tell your interviewers that it is a dynamic sector that is growing at a rapid pace and you want to be in the middle of the boom, the excitement and the energy. However, before saying so, make sure that you have the required data to support your claims. What is the growth rate of the industry? What is the size of the industry? When did the boom start? Who says there is a boom? Basically, doing your homework well is advised in case you want to wax eloquent on the hotel and tourism industry.
The other aspect that you should always touch upon as an answer to this question is how you and your personality are well suited to this sector. Convince the interviewers that you are made for the industry and the industry is made for you. Talking about basic traits like people skills, patience, ability to work under pressure criteria, which are prerequisites to succeeding in the hospitality and tourism sector and how you excel at all these, should constitute a good answer