Hilton Worldwide Guest Service Representative Interview Questions & Reviews

Interviewed Jul 2010 in Beaverton, OR (took 1 week)

I was contacted the next day after applying online for the position. I had a short phone interview asking basic questions about background and experience. Then they asked to set up a in person interview. This interview lasted about 20-25 minutes and consisted of background information and a variety of questions. These questions focused on finding a connection of experience to wanted job skills and duties. Such questions were, "How do you handle an upset guest?" "Give an example of how you made a mistake and how you corrected it." "How do you use time management skills?" "How do you multi-task and prioritize?" "When have you gone above and beyond to assist a guest?" "Name a time when you had to take on additional responsibilites and how you implemented them." "Where do you see yourself in five years?" "Why do you feel you are the best canidate for this position?" "How do you problem solve?" "Tell me a time you were left alone in charge and how you handled the situation?" The biggest tip for this position is to answer honestly - I've have been in the hotel industry for over five years and there is ALWAYS going to be that unhappy guest complaining about something, so it is important to identify with this and state that you definitely NEED to listen to the guest, understand the situation, empathize with the guest, and decide upon a solution. Also key to remember with Hilton properties they have the 100% guarantee (if a guest is unhappy they have all charges for their stay taken off), however, most Hilton guests are business travelers that do not personally pay for the room stay (covered by company) so it is vital to connect on a more personal level such as coffee/restaurant gift cards, free movie vouchers, amex gift card, gift basket, etc. - all Hilton properties will have this feature, it is called a service recovery method. This is why I have always worked for Hilton properties - they truly are all about the GUEST!!! Good luck :)