This document provides definitions and explanations of various terms related to the hospitality industry. It defines concepts like adding value, adventure tourism, amenities, and continuously rendered services. It also explains terms such as excursionist, front of house staff, high-touch services, and hospitality. Additional terms defined include intangibility, inseparability, perishability, point of contact, product formation, and service brigade.

1. 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

2. 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.
8. 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.
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 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.
10. 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
11. What do you understand by accommodation?

3. 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 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 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 profit.
• Supplementary accommodation: This type of accommodation is not related to tourism and not registered
as 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?
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.
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
• Dormitory
• Cabana
• Studio
• Suits - Single suits, Double suits, Duplex suit, Royal Suit, Pent house
16. What is the difference between check in and check out?
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 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?

4. • 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 bellboy.
• Image building: Creating good picture of the hotel and representing 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 a 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 floe 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 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 high class of service and facilities. It aims to provide excellent food and
service in a good decor and ambience.
22. What are the different kinds of linens used in hotel industry?
Linen is the tablecloths, cloth napkins, moulton and slip cloths used in a hotel. There are various kind of
linens used in hotel:
• Moulton: it is a thick fabric with lint laid on the surface of the table with pin underneath. It is absorbent,
has smooth surface and is sound resistant. It is used to hold tablecloth.

5. • Tablecloth: These are laid over the table on top of moulton.
• Slips Cloths: These are laid over the table on top of 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 equipments which are 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, breads, 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: Chef is a person who is in charge of preparing food in a restaurant or a hotel.
• Nutritive: That food is necessary for the growth. Nutritive food plays a very important role in 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.
Would you describe yourself as more of a leader or more of a follower?"
Again, don't feel boxed in by this question, even though it seems to present an easy
answer. If you say "leader," this may suggest you don't follow instructions or work with
teams very well. And if you say "follower," you sound obedient but unambitious. Don't
worry. Just explain when you typically choose one role and when you tend to choose
the other. Your interviewer will read between the lines and gain the information she
needs to make a decision.
4. "If you're working with a team and you know the team is making a poor decision, what
do you do?"
There are no right and wrong answers to this question, but your interviewer will probably
be looking for candidates who know how to steer group decisions without technically
holding a position of leadership. If you can demonstrate influence and get things done

6. without being able to dictate, you'll do well in an industry where relationships matter
more than anything else.
 2. Tell me a suggestion you have made that was implemented in this hospitality field? It's
important here to focus on the word "implemented." There's nothing wrong with having a
thousand great ideas, but if the only place they live is on your notepad what's the point?
Better still, you need a good ending. If your previous company took your advice and ended
up going bankrupt, that's not such a great example either. Be prepared with a story about an
idea of yours that was taken from idea to implementation, and considered successful.
 3. What experience do you have in this hospitality field? Hopefully if you're applying for this
position you have bags of related experience, and if that's the case you should mention it all.
But if you're switching careers or trying something a little different, your experience may
initially not look like it's matching up. That's when you need a little honest creativity to match
the experiences required with the ones you have. People skills are people skills after all, you
just need to show how customer service skills can apply to internal management positions,
and so on.
 4. What is your greatest weakness? This is a challenging question -- as if you have no
weaknesses you are obviously lying! Be realistic and mention a small work related flaw.
Many people will suggest answering this using a positive trait disguised as a flaw such as
"I'm a perfectionist" or "I expect others to be as committed as I am." I would advocate a
certain degree of honesty and list a true weakness. Emphasize what you've done to
overcome it and improve. This question is all about how you perceive and evaluate yourself.
 5. What challenges are you looking for in this position? A typical interview question to
determine what you are looking for your in next job, and whether you would be a good fit for
the position being hired for, is "What challenges are you looking for in a position?" The best
way to answer questions about the challenges you are seeking is to discuss how you would
like to be able to effectively utilize your skills and experience if you were hired for the job.
You can also mention that you are motivated by challenges, have the ability to effectively
meet challenges, and have the flexibility and skills necessary to handle a challenging job.
You can continue by describing specific examples of challenges you have met and goals you
have achieved in the past.
 6. Have you ever had a conflict with a boss or professor? How was it resolved? Note that if
you say no, most interviewers will keep drilling deeper to find a conflict. The key is how you
behaviourally reacted to conflict and what you did to resolve it. For example: “Yes, I
have had conflicts in the past. Never major ones, but there have been disagreements that
needed to be resolved. I've found that when conflict occurs, it helps to fully understand the
other person’s perspective, so I take time to listen to their point of view, and then I
seek to work out a collaborative solution. For example . . .” Focus your answer on
the behavioural process for resolving the conflict and working collaboratively.
 7. What do you know about us? Follow these three easy research tips before your next job
interview: 1) Visit the company website; look in the “about us” section and
“careers” sections 2) Visit the company’s LinkedIn page (note,
you must have a LinkedIn account — its free to sign up) to view information about the
company 3) Google a keyword search phrase like “press releases”
followed by the company name; you’ll find the most recent news stories shared by
the company Remember, just because you have done your “homework”, it
does not mean you need to share ALL of it during the interview! Reciting every fact
you’ve learned is almost as much of a turn off as not knowing anything at all! At a
minimum, you should include the following in your answer: 1. What type of product or service
the company sells 2. How long the company has been in business 3. What the company
culture is like OR what the company mission statement is, and how the culture and/or
mission relate to your values or personality

7.  8. Why do you want to work with us? More likely than not, the interviewer wishes to see how
much you know about the company culture, and whether you can identify with the
organization’s values and vision. Every organization has its strong points, and these
are the ones that you should highlight in your answer. For example, if the company
emphasizes on integrity with customers, then you mention that you would like to be in such a
team because you yourself believe in integrity. It doesn’t have to be a lie. In the
case that your values are not in line with the ones by the company, ask yourself if you would
be happy working there. If you have no issue with that, go ahead. But if you are aware of the
company culture and realize that there is some dilemma you might be facing, you ought to
think twice. The best policy is to be honest with yourself, and be honest with the interviewer
with what is it in the company culture that motivates you.
 9. Why should the we hire you? This is the part where you link your skills, experience,
education and your personality to the job itself. This is why you need to be utterly familiar
with the job description as well as the company culture. Remember though, it’s best
to back them up with actual examples of say, how you are a good team player. It is possible
that you may not have as much skills, experience or qualifications as the other candidates.
What then, will set you apart from the rest? Energy and passion might. People are attracted
to someone who is charismatic, who show immense amount of energy when they talk, and
who love what it is that they do. As you explain your compatibility with the job and company,
be sure to portray yourself as that motivated, confident and energetic person, ever-ready to
commit to the cause of the company.
 Question 1. “Tell me about yourself?”
 The broad nature of this question makes it difficult to answer in a quick and relevant fashion.
If the context is not clear, you need to find out more about what the interviewer is hoping to
learn about you by asking such a question. In such a situation you could ask, “Is there a
particular aspect of my background that you would like me to elaborate on?” to help you to
find the appropriate focus and avoid pointless rambling. Whichever way you decide to
answer this question, make sure that your answer ultimately conveys some relevance to your
professional aspirations and achievements. Your answer should also demonstrate, or refer
to, one or more of your key qualities or achievements in action – for example honesty,
integrity, being a team player, etc.
 Amusing anecdotes that also highlight the above qualities can also be an effective way of
answering this question. In short, your answer should make the connection between both
your personal and professional lives, such as, “I put my heart into everything I do, whether it
be sports or work. I find that getting along with team mates – or professional peers – makes
life more enjoyable and productive.”
 Question 2. “Why do you want to work here?”
 To suitably answer this question you will need to have researched the company and the
position you are applying for. It is also important to emphasize the attributes of the company
that you see both on their website and when you enter the building.
 Also, cap your answer with reference to your belief that the company can provide you with a
stable and productive work environment and that such an atmosphere will encourage your
best work – “I’m not just looking for another pay check. I enjoy my work and I know that your

8. company has an excellent reputation. I also share the values that make this possible, which
should enable me to fit in and complement the team”.
 Question 3. “Why should I hire you?”
 This answer should be short and to the point. It should highlight the areas of your
background and experience that relate to current needs and problems. It can also be a good
idea to recap the interviewer’s description of the job and describe in detail why you satisfy
that criteria.
 Finish your answer along the lines of, “I have the skills you need [itemize them], I’m a team
player, I take direction and I am motivated to be productive member of this company”.
 Question 4. “What did you like/dislike about your last job?”
 At this stage the interviewer is looking for compatibility issues. If a trial lawyer says he/she
dislikes arguing a point with colleagues, such a statement will only weaken – if not
immediately destroy – his/her candidacy. Most interviewers start the initial interview with an
introductory statement about the company. Pay attention; that information will help you
answer the question. In fact, any statement the interviewer makes about the job or
corporation can be used to your advantage.
 Criticizing a prior employer or employee can be a read flag for the interviewer that you might
be a problem. Keep your answer short and positive. As a rule of thumb, you are allowed only
one negative about past employers, and only then if your interviewer has a “hot button” about
his/her department or company. For example, the only thing your past employer could not
offer was “the ability to contribute more in different areas”. Then you can continue with, “I
really liked everything about the job. The reason I want to leave is to find a position where I
can make a greater contribution. You see, I work for a large corporation that encourages
specialization of skills. Working here, in a smaller environment, will allow me to contribute far
more in different areas.” Tell them what they want to hear – replay the hot button.
 On the flip side, if you interview with a large company, something like “I work for a small
company and don’t get the time to specialize in one or two major areas” will be just as
effective.
 Question 5. “What would you like to be doing five years from now?”
 When answering this question, it is important to remember that all roles these days require
teamwork and communication. These two skills, and the behaviors that emanate from
developing them, will allow you to broaden your opportunities in your work environment.
 The safest answer to this question is focused around a desire to be regarded as a qualified
professional and team player.
 Question 6. “What are your biggest accomplishments?”
 It is important to keep this answer job related. If you don’t want to sound too modest, you
may begin your reply with: “although I feel my biggest accomplishments are still ahead of

9. me, I am proud of my involvement in… when I made my contribution as part of that team and
learned a lot in the process”.
 Question 7. “Can you work under pressure?”
 It can be tempting to give a simple “yes” or “no” answer to this one, but this reveals nothing
and you will lose the opportunity to sell your skills and values. Actually, this question often
comes from an unskilled interviewer, because it is closed-ended, meaning it does not give
you the chance to elaborate. Something along the lines of, “Yes, I usually find it stimulating.
However, I believe in planning and proper management of my time”, is suitable and effective.
 Question 8. “How do you take direction?”
 The interviewer wants to know if you are open-minded and can be a team player. This type
of question can also be seen as, “how do you accept criticism?”. Your answer should cover
both areas; “I take direction well and recognize that it can come in a variety of different
forms. I think it’s important to accept all direction and criticism as there are always other
considerations I am not aware of and taking on such advice will allow me to grow as a
professional.”
 Question 9. “Do you prefer working with others or alone?”
 This question is usually to determine if you are a team player. Before answering, however,
be sure you know whether the job requires you to work alone – then respond appropriately.
 Comments are closed here.
 If we hire you, what would be your motto to work?
Answer: I believe that the hotel industry survives on the strength of its customers.
Hence, my motto at work would be to provide a friendly atmosphere and ensure
maximum customer satisfaction. I will ensure that all my efforts are directed
towards this goal.
 Which qualities do you boast of that will help you progress in the
hotel industry?
Answer: I believe my communication skills are my strength. I have the knack of
establishing cordial relations and interacting with customers in a friendly
manner. Also, I have problem solving skills and high patience levels. These two
characteristics will help me to find solutions to issues quickly and pacify
aggrieved customers. Most importantly, my organizational skills will help to
ensure that the work gets completed on time and matches to the expected
standards.

10.  Tell me about your responsibilities at Hotel ABC (name of the
previous hotel)
Answer: I was working as a hotel coordinator at Hotel ABC. The hotel is rated 4
star. It boasted of 250 rooms and various amenities. Hence, our hotel
experienced a constant rush of guests. As a coordinator, my responsibility was to
manage the different departments of the organization and carry out the work
projects successfully. My task was to maintain schedules, allocate staff for each
assignment, arrange resources, manage accounts, and ensure customer friendly
atmosphere for the guests. The main goal of my work was to ensure that the there
was no chaos at the hotel or confusion between twomembers.
 Describe your toughest day at work
Answer: My toughest assignment was on last new year's eve. I had to manage
three events at one time, each with a guest strength of 500 or more. One was a
new year party, second one was a soccer match broadcast and third was a charity
event. I had to ensure that all three events began on time and proceed without
hassles. I appointed staff members to each assignment as per their role and
capacities.
 What would you do if you encounter a medical emergency?
Answer: In case of a medical emergency, I would call the doctor immediately. I
will arrange the medical box and ask the resident doctor to look after the patient
while we arrange for an ambulance. I will ensure that prompt and accurate
actions are taken to help the patient get medical care.
 How would you manage if you realize that the store supplies are less
and you need to organize a party in next 2 hours?
Answer: While planning a party, I will make sure that all supplies are arranged in
advanced so that there are no last minute troubles. However, if this situation
occurs, I will make sure I do best of whatever I have. I will make changes to the
menu or decorations and redesign with whatever is available. I remember a
situation we had to change the party theme slightly to accommodate more
options.

11.  What would you do if a guest is not happy with the services and is
misbehaving with the staff members?
Answer: If any guest is aggrieved with the hotel services, I will try to
communicate with him personally and try tofind out the reason of his unpleasant
experience. I will ensure that the hotel responds to his demand with immediate
effect. However, if the guest is making unrealistic demands or his harassing our
staff, then I would reason out with him strictly.
 How would you look after the guests who are foreign nationals and
know nothing about the city?
Answer: I would act in a friendly and responsible manner with the guests. I will
ensure that I set a good example of hospitality of my hotel, city and country. I will
arrange transport system for the guests to go around the city. I will prepare an
itinerary for them if they wish to tour the city. I will suggest good names of
restaurants, museums, parks and other places for them to visit. Also, I will offer
them local delicacies and authentic food of their country, so that they dont feel
alienated during their visit.
 Will you be able to handle stress and specially manage late working
hours?
Answer: Yes. I have the experience of working in the hotel industry and am
familiar with the challenges faced by the hotel industry. I am comfortable
working till late hours or for continuous hours. Our hotels provided either
transport services or quarter service tothe members who are staying back.
Hence, commuting or accommodation were never a problem. As far as stress is
concerned, I feel my patience levels and organizational skills help me to manage
work stress proficiently.
 How do you define hospitality?
Answer: Tome, hospitality is ensuring that every guest whocomes to the hotel
leaves with a smile. I believe that guests visit hotels to enjoy a comfortable stay,
and they should not be disappointed in any way. Hence, I will make sure that
guests receive every bit of comfort and luxury during their stay, be it with food,
travel or stay.

12. These hotel interview questions show the most typical questions asked for any position
at the hotel. We hope that these interview questions will help the job seekers toappear
for the interview tests.