Interview Questions Hotel Management

Hospitality Career Crafters
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1Basic QuestionsonHospitalityManagement

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 ow ner or chef, etc. Travelagency 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 tourismbusiness
• Attraction - Anything/object/activity, which attractstouristsand attach w ith it.
• Amenities - Extra facilities, service added w ith attraction, accessibility and accommodation to create tourism. It includes trust,
friendship, hospitality, etc
• Backof the house- Staffs whoare not directly involved in providing service. Guests rarely interact with them
What is continuously rendered service?
Continuously rendered servicesare those services, which are prepared and provided only to the customers w ho 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 tw enty-four hoursin a hotel.
• Front of the house – This term is used for the staffswho 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 w hen he w ants. 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 w ay".
• 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 forguests. 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, travelexperience, 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 fromthe 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
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 productsand servicestogether to forma product for the satisfaction of
customer. For e.g. Hospitality is a product formation w hich is not made froma single item.
• Service brigade- Team of staffsinvolved in providing service
• The Moment of Truth: It is the actualtime w hen 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.
What is the difference betweenSun lust and Wanderlustin 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 w hereas wanderlust is the desire to travelfar aw ayand too many different places to explore those
places.
Explain: Variability and Village tourism
• Variability - Services are highly variable. The quality of service depends upon how , when where and w ho provides them. Each time
customer receives different levels of satisfaction fromthe 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.
How hotels can be classified?
Hotels can be classified on the basis of:
• service and supplementary
• facilities or service (Star / Crow n / Diamond )
• Location.
• number of rooms,
• types of clients,
• length of stay of clients, (Star/Crown),
• economy,
• Management.
• Plan.
• Chain
• Partnership, Franchise, Marketing, and Management
What do you understand by accommodation?
Accommodation can be defined as a place to stay overnight. There are tw o 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.
What do you understand by catering?
Catering refers to food and drinks w hereas catering industry refersto hospitality industry that provides foods, drinks and in certain
section accommodation also. Catering establishment is an organization, w hich provides food with an objective to satisfy its
customer. It includes tw o aspects;

• one food and beverage
• Other is service.
What are differenttypes of accommodation?
There are tw o 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.
Explain the importance of an organization?
Organization is actually a process of combining the w orkof individuals or groups to fulfilla 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.
What are the differenttypes of rooms exist in a hotel?
Various types of rooms in a hotel are:
• Single Room
• Double Room / Tw in Room
• Triple Room
• Dormitory
• Cabana
• Studio
• Suits - Single suits, Double suits, Duplex suit, Royal Suit, Pent house
What is the difference betweencheck in and check out?
Action of arriving and registering in a hotel is called checkin. There are various formalities, w hich are involved w ith checkin
procedures i.e. allocating a room, taking guest's name, asking the guest to sign the hotel register w hereasaction of leaving and
paying the bill after a stay in a hotel is called checkout process. The formalities, w hich are involved with checkout process, are
presenting the bill and making sure it is paid, taking the room key, etc.
What do you mean by Concierges,Errand Card, Image building?
• Concierges: It can be an employee of a hotel w ho servesguests with duties similar to those of a butler.
• Errand Card: It is a task card, w hich mentions the room number, guest name, and luggage types, w hich 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.
Explain the terms in a single line In-house guest, Personal grooming,
Paging, Reference point, Scanty baggage,card.
• In-house guest: Guests w ho 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 fromw here the information is received.

• Scanty baggage: This term is generally used for a guest w ho comes with a light luggage.
• Registration: It is one of the formalities of filling the card at the time of registration.
Explain in your words about Channel of communication, Skipper and
Sundry Services.
• Channel of communication – It is a floe of communication w ithin a department.
• Skipper- This term is used for the status of a room, w hich indicates that a guest has left the hotel room w ithout 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.
What points are considered inhotel industry, when selecting a candidate?
Follow ing points are considered in a candidate:
• Hospitality know ledge
• Personal Hygiene and Grooming
• Physicalattributes
• Work related attributes
• Social skill
What do you mean by dining? How many differenttypes of dining are
there?
It is a place w here food is serviced, so it is an act of eating a meal. There are tw o 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.
What are the differentkinds 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 w ith lint laid on the surface of the table w ith pin underneath. It is absorbent, has 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 tablecloth. Its protects tablecloth fromspillage.
Explain the terms Sommelier,Spillage, Flatware, Cutlery and Hollowware.
• Sommelier: He is the person w ho is in charge of serving the w ine in a restaurant.
• Spillage: A liquid falls by mistake
• Flatw are: these are all forms of spoons and forks.
• Cutlery: these are the knives, and other equipments w hich are used for cutting
• Hollow ware: These are the items made fromsilver or china. It is made in a w ay that it can hold something in it.
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, w hich are prepared in a bakery.
• Scullery areas: It is a place w here cups and pots are w ashed and cleaned.
Explain the terms Chef, Nutritive, Proteins, Contaminated food
• Chef: Chef is a person w ho 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, w hich is necessaryfor 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.
SOME MORE BASIC QUESTIONS
1. What are the key skills a candidate requires to excelin the field of hotel management?
2. How w illyou handle a negative feedbackfromyour irritated or dissatisfied customers?
3. What are the main responsibilities of a hotel management professional?
4. What are the various sectors in the hotel industry? Why are they important?
5. How w illyou arrange a business meeting or a party for very important clients?
6. What makes a good Hotel Manager?
7. What are the shifts timing at the front desk?
8. Which department is the most important aspect of the hotel? Why?
9. How w illyou promote your hotel?
10. How w illyou handle large groups of check-ins?
11. How w illyou train your employees?
12. Which strategy w illyou implement to make guests w ant to stay at your hotel?
13. Have you been to any of our restaurants/properties? What did you think? What w ould you improve or change?
14. How w ould you describe your management style? Your personality?
15. Tell me about your cost controlabilities? What have you done to help or improve your financialresults?
16. Have you ever been involved in confrontation with a guest/employee/supervisor at work? How did you resolve it?
17. What makes you an effective manager/chef?
18. What skills are required to be successfulin a hotel?
19. What makes you an effective manager/chef?
20. What are the different types of cutleriesused for guestsin a hotel?
21. What is the different designation, hierarchy wise in fullservice hotel?
22. What is the different designation, hierarchy wise in limited service hotel?
23. What kind of w orkculture is follow ed in hotel industry?
24. Is it important to have practicalexperience in hotel industry? Why?
25. What do you mean by the term “Catering” in hotel industry?
26. How a chef checks the quality and freshnessof a fish?
27. What are the responsibilities of the staff towardstheir guests?
28. What should a hotel employee is supposed to do if a guest misbehaves w ith him/her?
29. What is the officialdress code followed in hotelindustry?
30. What makes you so enigmatic to join hotel industry?
31. What does the term “blind baking” mean?
32. How to deal w ith the customers w ho does not understand the language?
33. What is the use of “Salt Petre” in hotel industry?
34. What does the term “Chaudfroid” means?
35. How a manager can motivate his employees to performbetter?
36. What are the skills required for hotel guest service agent?
37. What are the dimensions of a w ine glass?
38. What do you understand by term housekeeping in hotel industry?
39. How important are the aesthetic designs of a hotel?
40. C-Form is required for w hat kind of guests in hotel industry?

41. How important is the w ord “patience” for a hotelemployee? Why?
42. What is the key to maintain “guest relations”?
43. What do you mean by “bad table service”?
44. How are hotels classified?
45. What are the various functionalareas of a hotel?
46. What is the purpose of the registration card?
47. What is an amendment slip?
48. Explain in brief Western & culinary items?
49. Explain the functioning of the food production dept.?
50. Define the organizational structure of the food production dept.
51. Define the various food textures?
52. What are the various cleaning equipments? ( manual and mechanical )
53. What is the hierarchy followed in kitchen stew arding?
54. What do you understand by restaurant brigade?
55. What are the common methods of layouts of various meals?

Interview Questions Hotel Management

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