Table of Contents

1. How to Prepare
2. Using the STAR Method

Hospitality relies on employees and managers with strong social skills, so you can expect the hiring manager to focus even more on how you will interact with customers and clients as well as how you handle stressful situations. 

That means you should expect more behavioral questions in your interview. These types of questions ask not what you would do (traditional interview) in a variety of situations…. but what you did do (behavioral interview). The thinking here is that past behavior predicts future behavior. In hospitality, the questions asked often point to common performance skills, such as:

• Conflict resolution: Tell me about a time you experienced conflict at work and how you resolved it.
• Teamwork: Tell me about a time when you worked particularly well with another department to accomplish a common goal.
• Flexibility: When have you had to adapt to change when you had no control over it?
• Initiative: Tell me about a time when you anticipated a problem and were able to handle it successfully.

These types of behavioral questions almost always begin with “Tell me about a time…” or “Give me an example…” and you should be prepared to respond with a story or specific example from your past experience.

How to Prepare

• Take the time to carefully review the job description for clues of any skills or traits they identify as required for the job. That will give you an idea of which stories will best demonstrate you’re fit for the job. If you don’t have a lot of work experience, consider your classwork or volunteer experience that demonstrates those skills.
• Review any past job performance reviews and make a list of accomplishments
• Be honest and open in your answer. Do not embellish…. Be authentic
• Keep your answer under 2 minutes. Be concise.
• Practice your story out loud. 
• Use the STAR method to structure your response.

Using the STAR Method

STAR stands for:

• Situation: Explain the background so the interviewer understands your example.
• Task: Discuss the problem you were solving or a task you were asked to complete.
• Action: Tell about the steps you took to handle the situation.
• Result: Explain the outcome of your actions.

Using this method will ensure that you give a complete answer so the interviewer understands how you handled a situation. Even if you weren’t able to resolve a situation perfectly, you can explain what you learned in the process. It is important to clarify the questions before you answer and remember, that there are no wrong answers to this type of question. 

Typical questions for a hospitality behavior interview may include:

• Give me an example of a time you had a conflict with one of your team members.
• Tell me about a time you had to deal with an unhappy guest.
• How did you handle a stressful situation when you were under pressure?
• When did you have to make an unpopular decision with your team?

In the hospitality industry, client relationships are king. Your responses to these types of interview questions should demonstrate your ability to be a flexible team player who prioritizes the client experience. Make sure you practice your responses or even take a video of yourself to improve your body language and tone. Are you making eye contact? Do you seem focused? Are you approachable?  Evaluate your performance and make any adjustments as you practice your responses.

The Bottom Line: Remember to listen carefully to the question and ask for any clarification if you need it. Use the STAR technique and remember, there are no wrong answers.