The hospitality industry and leisure sectors are brimming with dynamic roles, unique challenges, and exciting opportunities, is all about creating memorable customer experiences. But behind these experiences is the dedicated leisure and hospitality professional whose people skills, passion, and teamwork make it all possible. How do you spot these talented individuals in a hospitality and leisure interview? That’s exactly what we’re here to explore.

Interviewing candidates for roles within the hospitality industry and leisure sector requires a keen eye for potential and a solid understanding of the industry’s demands. As we navigate through our guide, we’ll share practical strategies, key questions, and insider tips that will help you not only identify the right skills but also evaluate cultural fit, assess adaptability, and discover those standout candidates who can truly elevate your brand and hospitality business. So, whether you’re a seasoned recruiter or entering the interview room for the first time, stay with us as we delve into the art of interviewing in the hospitality and leisure industry.

Quick Links

• How to Prepare for a Hospitality and Leisure Job Interview
• Hospitality and Leisure Job Interview Tips
• Hospitality and Leisure Interview Techniques
• Hospitality and Leisure Interview Questions to Ask
• Hospitality and Leisure STAR Interview Questions
• How to Address Salary in Hospitality and Leisure Interviews
• Questions Hospitality and Leisure Candidates Might Ask Employers
• Hospitality and Leisure Weakness Interview Questions
• How to Follow Up With Hospitality and Leisure Candidates After Interviews
• Hospitality and Leisure Interview FAQs

How to Prepare for a Hospitality and Leisure Job Interview

Before you can prepare to interview hospitality and leisure candidates, you need to attract candidates to your position. You can use a free job description template and job advert template to craft job descriptions ready for job board advertising. The job description is an invaluable document, and can later be used as a basis for your hospitality industry job interview.

Preparing to conduct an interview for a hospitality and leisure role demands a specific understanding of what the role entails and the skills required. As an interviewer, familiarise yourself with the job description in minute detail. Understand the tasks, responsibilities, and performance metrics that the candidate is expected to meet. This will provide a solid base for crafting targeted interview questions that will assess if the candidate can fulfill these roles.

Secondly, be well-versed with your company’s ethos, values, and brand image. Every candidate you consider should be evaluated not only on their skills but also on whether they align with your brand’s culture and values. To gauge this, you could devise questions or scenarios that help understand a candidate’s disposition towards customer service, their customer satisfaction, their problem-solving abilities, and their approach to teamwork.

Lastly, ensure you’re updated on industry trends and demands. The hospitality and leisure sector is ever-evolving, and staying current will enable you to assess a candidate’s adaptability and preparedness for the role. Your questions should not only be about their past experiences but also about their vision for the hospitality industry and hotel industry in the future, gauging their foresight and proactive thinking.

To assist you in interviewing the best candidates, you should take the time to understand what does a hospitality and leisure professional do? The best route to completing this task is to review hospitality and leisure job descriptions. Example hospitality and leisure job descriptions, sample hospitality and leisure job descriptions, or a hospitality and leisure job advert provide a wealth of information on the job role of a hospitality and leisure professional. This begins with a hospitality and leisure job summary, followed by hospitality and leisure key job responsibilities, hospitality and leisure duties, and hospitality and leisure tasks. The job description is finished with a hospitality and leisure job spec, comprising hospitality and leisure skills and hospitality and leisure job qualifications.

Hospitality and Leisure Job Interview Tips

As an interviewer in the hospitality and leisure industry, your role is to identify candidates who can go the extra mile and deliver exceptional customer experiences. To do so, focus on behavioural interviewing techniques. Asking scenario-based questions that reveal how candidates have handled challenging situations in the past can give you significant insights into their skills, attitude, and judgement. Listen carefully not just to what they say but how they say it, looking at body language for evidence of empathy, resilience, and customer-focus.

Don’t forget to present your company in a positive light throughout the interview process. Selling your company, its culture, and its opportunities is just as important as evaluating the candidate. Make sure to outline the benefits and growth opportunities that your company offers. This not only helps to attract top talent, but also begins to build an employer-employee relationship from the very first interaction.

Hospitality and Leisure Interview Techniques

Successful interviewing techniques in the hospitality and leisure sector involve a combination of focused questioning, active listening, and effective communication. Start with open-ended questions that allow the candidate to share their experiences and insights, giving you a holistic understanding of their abilities. For instance, asking them to describe a situation where they had to deal with a difficult customer can shed light on their problem-solving and interpersonal skills.

A popular technique in hospitality and leisure interviews is the STAR (Situation, Task, Action, Result) method. By asking candidates to describe a Situation they’ve dealt with, the Task at hand, the Action they took, and the Result of their actions, you can better understand their practical skills and decision-making process.

Finally, remember to provide the candidate with an opportunity to ask their own questions. This not only gives them a chance to clarify any uncertainties but also offers you an insight into what’s important to them, further helping you assess their suitability for the role. Active engagement and effective communication in both directions will ensure a comprehensive and productive interview.

Hospitality and Leisure Interview Questions to Ask

In the dynamic world of hotels, theme parks, hospitality and leisure, research and selecting the right questions for your candidates can truly make the difference between an average and an exceptional hire. As a Hiring Manager or recruiter, it’s crucial to explore not only their technical skills but also their soft skills, their ability to handle stress, and their commitment to customer service.

1. Can you tell us about your experience in the hospitality and leisure industry?
2. How would you handle a customer who is unhappy with their service or experience?
3. Can you provide an example of when you went above and beyond for a customer?
4. How do you handle stress during peak business hours?
5. What strategies do you use to maintain excellent customer service even under pressure?
6. What role does teamwork play in your approach to work?
7. How have you dealt with a conflict within your team in the past?
8. How do you handle feedback and criticism from superiors or colleagues?
9. Can you give us an example of when you took initiative to solve a problem?
10. How do you approach sales and upselling products or services to customers or guests?
11. What is your method for handling complaints and disputes?
12. How would you deal with a situation where a customer’s demands cannot be met?
13. Can you share an example of when you had to handle a difficult customer?
14. What attracted you to our brand, and why do you want to work with us?
15. How do you stay current with industry trends and standards?
16. How would you handle a health and safety issue at work?
17. Can you give an example of a time when you had to multitask effectively?
18. How would you promote our products or services to customers?
19. How have you used your communication skills to improve a guest’s experience?
20. Can you tell us about a time when you contributed to a positive team environment?

Hospitality and Leisure STAR Interview Questions

For in-depth understanding of candidates’ capabilities, the STAR interview method can be incredibly valuable. This approach encourages candidates to share specific examples of their experiences in difficult situations, allowing you to better understand their problem-solving skills and performance under various scenarios.

To give you an idea, here is a collection of STAR interview questions:

• Can you describe a Situation where you had to calm an irate customer? What were the Tasks involved, the Actions you took, and what were the Results?
• Tell us about a time (Situation) when you had to resolve a conflict within your team (Task). What actions did you take, and what were the results?
• Can you share a situation where you identified an opportunity to improve service or operations (Task)? What actions did you take and what was the result?
• Describe a situation where you had to handle multiple responsibilities at once (Task). What actions did you take to manage them and what was the result?
• Tell us about a situation where you had to adapt to a significant change at work (Task). How did you manage it and what was the result?

How to Address Salary in Hospitality and Leisure Interviews

Discussing salary in hospitality and leisure interviews requires tact, transparency, and fairness. As a recruiter, it’s important to be upfront about the salary range for the role from the outset. This helps manage candidates’ expectations and saves time for both parties. Make sure you have benchmarked the salary against similar roles in the industry, taking into account the location and size of your company, and the skills and experience required for the specific role here.

In the first interview, itself, it’s best to address the salary topic towards the end of the conversation. By this point, the candidate will have had the chance to understand the role and the company culture, and you will have had the chance to assess their suitability and skill level. Be prepared for negotiations and remember, the candidate’s salary expectations may also be influenced by non-monetary benefits such as flexible hours, training opportunities, or career progression prospects.

Finally, ensure that any salary or benefits package you offer complies with the industry standards and legal minimum wages. If a candidate asks for more than you can offer, explain clearly and honestly why there are limits, focusing on the other benefits that the role offers. It may be opportunities for personal growth, training programs, the company culture, or other non-monetary rewards. It’s important to maintain transparency throughout the process and to ensure that the candidate feels valued and respected. Offering a fair and competitive compensation package will not only help attract but also retain talent in the hospitality and leisure industry.

Questions Hospitality and Leisure Candidates Might Ask Employers

Candidates interviewing for a role in the hospitality and leisure industry often come prepared with their own set of questions, as they evaluate if the role and the company align with their career goals and values. As a recruiter, it’s important to be prepared to answer their inquiries, as this dialogue provides a key opportunity to reinforce the company’s values and benefits.

Prepare to answer these questions that may arise from applicants in their job interview:

1. Can you tell me more about the day-to-day responsibilities of this role?
2. What does a typical day look like for someone in this position?
3. What are the company’s expectations for this role during the first 30 days, 60 days, 90 days?
4. How does the company support the professional growth and development of its employees?
5. What are the opportunities for advancement within the company?
6. How would you describe the company’s culture and work environment?
7. Can you tell me about the team I’ll be working with?
8. What qualities are you looking for in an ideal candidate?
9. What are the biggest challenges facing your company right now?
10. What makes your company different from its competitors?
11. What is the company’s policy on work-life balance?
12. How does the company handle feedback and conflict resolution?
13. How does the company support its employees’ wellbeing?
14. How does the company incorporate sustainability in its operations?
15. What is the company’s approach to diversity and inclusion?
16. How does the company stay ahead of the latest industry trends and standards?
17. How does the company measure success for this role?
18. Can you share some recent achievements of the company?
19. How has the company adapted to the impact of the Covid-19 pandemic?
20. What are the next steps in the interview process?

Hospitality and Leisure Weakness Interview Questions

Identifying weaknesses in potential hospitality and leisure candidates during the interview process is essential to ascertain their ability and desire to handle the challenges of the leisure and hospitality industry. To this end, probing questions can reveal areas where they might struggle and may need further training or support:

• Can you tell us about a time when you made a mistake in a hospitality role? How did you handle it?
• How do you cope with stress and pressure during peak business times?
• Can you describe a situation where you didn’t meet your own customer service standards?
• Have you ever received negative feedback from a customer? How did you respond?
• Tell us about a time when you struggled to work as part of a team.
• How do you handle sudden changes or unexpected situations at work?
• Can you tell us about a situation when you found it challenging to meet your responsibilities?
• Can you describe an instance where you had difficulty handling a health and safety issue?
• Can you tell us about a time when you struggled with conflict resolution?
• How do you handle it when you’re asked to do something you’ve never done before?

How to Follow Up With Hospitality and Leisure Candidates After Interviews

Following up with candidates after a hospitality and leisure interview is a crucial part of the hiring process. It’s not only a matter of courtesy, but also a reflection of your company’s values and employer branding. Start by thanking the candidate for their time, reinforcing your appreciation for their interest in your company. If possible, provide them with a timeline for when they can expect to hear back regarding the next steps.

When delivering feedback, aim to be constructive, clear and respectful. Even if the candidate was not successful, providing valuable feedback will leave them with a positive impression of your company. Highlight their strengths and, where necessary, mention areas they could improve. Remember, today’s unsuccessful candidate could be tomorrow’s star hire, so it’s always worth maintaining good relations.

Finally, if the candidate was successful, congratulate them and clearly communicate the next steps in the process. This might involve discussing start dates, contract details, or any further checks that need to be completed. The goal of your follow-up should be to leave every candidate feeling positive about their experience, regardless of the outcome of next interview, as this contributes significantly to your company’s reputation and can impact future candidate attraction. Every touchpoint with a candidate is an opportunity to demonstrate your company’s professionalism, dedication to its employees, and commitment to creating a positive work environment. A thoughtful and thorough follow-up process ensures a constructive conclusion to the interview process, irrespective of whether the candidate has been successful or not.

Hospitality and Leisure Interview FAQs

Next, we delve into common questions the Hiring Manager, employer, and candidate frequently ask about hospitality industry interviews:

HOW DO YOU INTERVIEW SOMEONE FOR HOSPITALITY?

Interviewing someone for a hospitality industry role is a unique blend of scrutinising practical skills, assessing cultural fit, extensive experience and probing emotional intelligence. Firstly, ensure the interview is welcoming and relaxed – this helps mirror the atmosphere they’ll be working in and can draw out more genuine responses.

Start by exploring their technical abilities and industry knowledge, including previous experience with relevant tools and software. Discuss their understanding of customer service principles, problem-solving abilities, and their capacity to handle challenging customers or high-pressure situations.

Importantly, delve into their interpersonal skills. The hospitality industry revolves around service, so understanding their ability to communicate, empathise, and respond to people’s needs is crucial. Role-play scenarios can be a useful tool for this.

Lastly, assess their fit with your company culture. Does their personality, work style, values, and attitude align with your team and business philosophy? Remember, hospitality is about creating an inviting environment, and every employee contributes to that ambiance.

WHAT ARE THE QUESTIONS ASKED IN INTERVIEW IN HOSPITALITY?

In a hospitality interview, the questions will typically revolve around ensuring customer satisfaction, service skills, problem-solving abilities, teamwork, and dealing with pressure. Here are some examples:

1. Can you describe a time when you provided excellent customer service?
2. How do you handle a difficult customer or complaint?
3. Can you tell me about a time when you had to work as part of a team to achieve a goal?
4. How do you manage your tasks during busy times or high-pressure situations?
5. What does delivering great hospitality mean to you?

Remember, it’s not just about the answers; it’s about the stories they tell and the experiences they share. Listen for insights into their character, empathy, resilience, and passion for service.

WHAT ARE THE 5 HARDEST INTERVIEW QUESTIONS AND ANSWERS?

Some interview questions are notorious for being tricky and often crops up in a hospitality industry job interview. They’re designed to probe deeper into your character, resilience, and problem-solving abilities. Here are five tough, common interview questions, and tips for answering them:

1. Can you tell me about a time you failed? This is about demonstrating resilience and learning. Discuss a real example, but focus on what you learned from the experience and how you’ve applied this knowledge since.
2. Why should we hire you over other candidates? A tough question that calls for confidence without arrogance. Focus on your unique skills, experiences, or perspectives that you believe make you a strong candidate.
3. Where do you see yourself in five years? This question tests your ambition and commitment. Align your career goals with the potential for growth within the company, showing you’re invested in the long term.
4. Can you describe a time when you faced conflict at work? This probes your interpersonal and problem-solving skills. Talk about a real situation, focusing on your actions to resolve the conflict and what you learned.
5. Why are you leaving your current job? Always a delicate question. Keep your answer positive and forward-focused. Talk about seeking new opportunities, challenges, or aligning with your long-term goals rather than dwelling on any negatives in your current role.