Retail and hospitality
A front desk first round should show whether a candidate stays warm at the end of a long shift, fixes booking problems without panicking, and protects guest privacy by habit. Most of that shows up in how they talk through a hard night at the desk.
Guests meet the front desk face to face, so a short video screen shows how a candidate greets and explains.
What to screen for
The questions
Ask them in order. Listen for specifics: what happened, what they did, how it ended.
Strong answer
Stays calm, checks alternate spellings, dates and booking sources, asks for the confirmation, and finds them a room while the booking gets sorted.
Weak answer
Tells the guest there’s no booking and waits for them to prove it.
Strong answer
Tells them early and honestly, apologizes without blaming, explains exactly what’s arranged, like transport and a comparable room, and follows up.
Weak answer
Avoids the guest, or blames the booking team in front of them.
Strong answer
Reassures the guest, contacts the noisy room or sends security per policy, calls the guest back, and offers a room move if it continues.
Weak answer
Tells the guest to call back if it doesn’t stop.
Strong answer
Acknowledges the line, answers the phone briefly or lets it go to a colleague, and keeps each check-in accurate instead of rushing.
Weak answer
Tries to do everything at once and gets flustered.
Strong answer
Doesn’t give the room number, offers to put the call through or take a message, and follows the privacy policy every time.
Weak answer
Gives the room number because the caller sounds genuine.
Strong answer
Checks the history, acknowledges the last stay, offers what they’re authorized to give, and involves a manager for anything beyond that.
Weak answer
Upgrades them without authority, or refuses without acknowledging the complaint.
Strong answer
Owns the mistake, explains how they corrected it with the guest and the system, and what they check now to avoid it.
Weak answer
Can’t recall one, or blames the system.
Strong answer
Describes a clear handover: arrivals still due, problem rooms, unresolved complaints, cash and anything promised to a guest.
Weak answer
Tells the next person “it was quiet” and leaves.
Before the interview
Quick facts to read alongside the interview. They aren’t scored.
Listen for
Avoid
Use this in LessRounds
Paste the questions into a scripted interview, add the scorecard skills, and share one link. Every hotel front desk agent candidate gets the same questions, and you get a score for each skill with the quote behind it.
It helps but isn’t essential. Candidates from retail, call centers or reception often have the calm and warmth the role needs, and property systems can be taught.
Match the guests you serve. Many hotels need both, so screen in the language used at the desk and ask which other languages the candidate speaks as a form question.
Start with 10 free interviews a month. No card, no sales call.