Key questions we would ask prospective candidates
If I were to ask you about good customer service and great customer service, could you tell me if there is a difference between the two? I like to see if a candidate can articulate the stretch in delivering great service. I would consider good service a ‘given’ or a minimum standard in Brend hotels. We always want to look at ways to go the extra mile and we need to know that our staff understand this too.
Provide an example of when you have delivered great service It’s always good to see someone’s opinion of ‘great’! If someone says great service is all about smiling and making the guests welcome, they possibly don’t understand the difference. Think of a case where you can go the extra mile and emphasise how you’ve gone above and beyond.
What skills and behaviours do you think are required in this role? You may well be asked for an example of when you last demonstrated that kind of behaviour.
Why do you think you would be a suitable candidate for this role and hotel? I like to see if the candidate’s opinion of themselves matches my first impression. It helps to see if what they have talked about in their interview is reflected by what they say in summary.
Things to remember
Emphasise your flexibility It’s an essential trait in hospitality. I make sure candidates understand our shifts and rotas for each job role. A potential employee needs to understand that we do our best to support a work-life balance and give them all the information at the start.
Get to know the business you’re applying to join It’s always interesting to see if someone knows who they have applied to work for! It’s also good to see what they pick out from local knowledge and websites as it often reflects what matters to them.
Be positive All interviewers want you to succeed. Go in with confidence and enthusiasm and you’ll be in with a good chance.
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Be a star for five-star “In luxury five-star hotels, first impressions are everything: someone who is well presented, has both a cheerful smile and emotional intelligence to create unforgettable moments for our guests, are the ones that will thrive with us. “In order to impress, you need to make sure you stand out from
the crowd. Tailoring your CV to the specific role and company that you are applying for will definitely get you noticed, as well as highlighting any relevant experience from previous jobs or extra- curricular activities. Hospitality is all about teamwork, so show that you are willing to roll up your sleeves and get involved.” Ana Coles, talent officer, Mandarin Oriental Hyde Park London
Show your passion “Firmdale Hotels looks for enthusiastic and passionate people. These are the qualities that impress us the most in an interview. We are a sociable company, so being able to demonstrate rapport and a friendly and helpful disposition demonstrates the ability to work well in a team and deliver excellent service to our guests. “We strive to exceed our guest’s expectations and provide
an exceptional experience, meaning we look for flexibility and resilience in our team members. People who love what they do are a key part of what makes Firmdale a great place to work.” Dan Solomon, talent manager, Firmdale Hotels
The foodservice factor “Whether working front or back of house, everyone at Amadeus is driven by the brand vision. We are always on the lookout for those that enjoy being part of a team that delivers public catering, fine dining and hospitality to thousands of visitors. “Amadeus has a fun and welcoming vibe across our venues,
created by people who genuinely enjoy the work they do and don’t mind sharing their enthusiasm with others. We love what we do and take pride in what we create.” Kerri Astley, human resources business partner, Amadeus
Be yourself “When we are looking for potential employees, it is always their personality and individualism that really stand out. Hospitality involves a lot of on-the-job learning, so past experiences are valued, but we don’t base decisions entirely on these. It always impresses me when candidates can demonstrate having done their homework about the company, and I love it when they can relay an interesting story about themselves or talk passionately about a hobby – it makes them more memorable.” Laura Akers, group talent and development manager, Splendid Hospitality
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