How to Ace a Job Interview at a Luxury Hotel
A 5-Star hotel is a bit different than a standard hotel and sets itself apart, not only in décor and amenities, but superior, customer service. When you’re interviewing for a luxury hotel, you need to present a particular image and personality. Here are some specific traits that hiring managers expect at these elite hotels:
- The focus of your interview will be firmly on your personality and behavior. The interview process itself can be more involved and have multiple stages, including in-person interviews, competency reviews and depending on the position, a technical or practical trial.
- Luxury hotels are building a staff that is impeccably trained and that means investing a considerable amount of time and money. They are looking for people who are committed to their careers, personal development and have an ability/desire to learn. They care deeply about find the right person for their particular brand and culture.
- While your education and skills are important, they are looking for any experience you may have had in a similar environment. Even if your past work was in another industry, can you demonstrate that you understand a high level of customer service? Give examples.
- Be prepared to tell a series of situations where you encountered a customer challenge in specific situations and were able to resolve it with a high level of customer care. You may be asked to critically evaluate the thought process you’ve used in the past to solve those problems.
- Many luxury hotels are passionate about their brand and what experience their hotel offers to guests. They are typically looking for someone who will fit well within the culture and embody the commitment to excellence the company values. You will need to show that you are “that” person.
- You need to do your homework, thoroughly. You should be able to explain why you want to work at this particular hotel and brand. You should know about their market, culture and standards before you attend the interview.
- Show that you think things through. You have to have a sense of priorities, practicality, attention to detail and great follow-through. Make sure you know exactly what this job requires and can explain what skills you have to meet those requirements. And be sure to ask great questions in the interview.
- To rise to the top of the candidates, you must show well-developed “emotional intelligence.” That means you are intuitive, empathetic and are genuinely concerned with the guest’s experience. You have to be able to make the guest feel special and comfortable without giving a sense of angling for a tip.
- 5-Star service customer service means not only meeting the guest’s needs, but anticipating their needs and going above and beyond to make everything memorable. You must be knowledgeable about all areas of the hotel and the local area. There is no room for a “that’s not my job” attitude in this kind of hotel experience.
- You must be able to listen and closely observe your guests to quickly get to know them and why they’re here. Is it a special occasion? First time in town? Personalized touches like this should be performed discreetly and feel natural, leaving the guest with a sense of well-being and care. You want them to rave about their experience and return to your hotel when next they travel.
- Luxury hotels have to get it right every time. Guests expect the same level of service and attention to detail regardless of whether you’re experiencing a rush or are short-handed. As an employee, you have to be able to handle the unexpected with calm ease and deliver exceptional service every time.
- Employees at 5-Star hotels are well-spoken and polite. It’s often important to have a second language, depending on the location of the hotel. You must speak clearly and avoid using any slang or choppy phrases.
What really sets a luxury hotel apart is customer service and the ability to make the guests feel you truly care about them. 24-hour a day services, excellent amenities, anticipating their needs and making the whole experience unfold smoothly and calmly are what is required, with no exception.
In the interview, you must demonstrate a high level of commitment to being part of an elite team that provides the finest service and buys into the hotel’s culture. You are part of creating a memorable experience your guests will want to repeat and tell the friends about.