After a decade which saw heightened security measures and travel restrictions, the hotel industry continues to rebound, due in part due to the Travel Promotion Act, which has encouraged international travel to the United States. As the fastest growing customer segment within the hospitality industry, the millennial generation has extended the integration of technology in their every day lives to their travel experience. Their expectation is that hotels will offer the seamless use of technology to make reservations, check in, pay their restaurant and hotel bills, and find places of interest in lieu of asking a hotel concierge.
Candidates for hotel management positions should be tech savvy to not only understand the reservation and check-in process, but also to stay current with the latest trends in online reputation management. As customers increasingly take to social media to share their travel experiences, hotel managers who can effectively engage customers online and respond to their needs could help drive future bookings. As the list of social media platforms used to share reviews continues to grow, hotel managers who are familiar with one-stop-shops for reputation management, such as Revinate, demonstrate a focus on efficiency and effective time management. Additionally, managers will want to be on top of trends in health and wellness, as many customers are demanding healthier eating options, including vending machine offerings.
Sample Interview Questions for Hotel Managers:
Discuss some strategies you have implemented in the past to increase the number of more profitable bookings.
How do you monitor social media mentions of your hotel?
How could you use your hotel’s Facebook page to increase bookings?
Discuss the term “digital travelers” and what this segment means to you as a hotel manager.
What are some strategies you have used to retain staff?
What would you say are the top three positive aspects of this hotel?
What is the most difficult guest situation that you have dealt with?
If you saw that the hotel registration staff was overwhelmed with a large number of guests checking in, what would you do?
What was the staff retention rate at your last hotel?
How do you ensure that you are informed about any daily challenges your staff are having?
What is the most innovative idea you have had that has resulted in increased sales?
Discuss some ways you have improved guest satisfaction scores.
How would you determine that a guest room that is fully cleaned and prepared for guest arrival?
What do you do if you find out that a guest has complained about your attitude?
What is the first thing you would do if you witnessed one of your staff being rude to a guest?
Do you have any professional certifications?
How do you manage bulk check-ins?
Discuss your financial management background.
What was your most successful event to date?
If you were asked to take on the job of one of your staff for a day to get an understanding of what his/her day is like, would that be okay with you?
How can social media be used as an asset in the hotel industry?