Interview Best Practices for Hospitality & Tourism

Understand the company’s mission, values and services. For example, if you’re interviewing with a fine-dining establishment, research their signature dishes and customer reviews. If it’s an entertainment venue, learn about their event lineup and audience demographics. Mentioning specific details shows genuine interest and preparation.

Pro Tip: Use tools like Yelp or TripAdvisor to identify guest feedback and areas where you can contribute.

Review the job description to pinpoint key responsibilities and skills. For example, a dining manager may need experience with inventory control and team leadership, while a theme park operations role may require knowledge of crowd management and safety protocols. Think about how your experience aligns and prepare specific examples.

Anticipate questions like:

• “Tell me about yourself”

• "How would you handle a difficult guest situation?"

• "Why do you want to work for our hotel or tourism company?"

Craft answers that demonstrate your ability to manage guest satisfaction, resolve conflicts and drive revenue.

Structure answers to questions using the STAR method:

Situation: Describe the context.
Task: Explain the challenge.
Action: Share the steps you took.
Result: Highlight the outcome.

Example:
Q: "Tell me about a time you resolved a guest complaint."
A: Situation: A diner was unhappy with the wait time during a busy service. Task: I needed to address their concerns quickly and turn their experience around. Action: I apologized, provided a complimentary appetizer and ensured their meal was expedited. Result: The diner thanked me for the personal attention and left a glowing review online.

Customize your answers to align with the company’s needs. For example, if you’re applying at a family-focused theme park, emphasize your ability to create engaging experiences for guests of all ages. For a fine-dining role, highlight your expertise in delivering exceptional service and managing high-pressure situations.

Prepare thoughtful questions to ask the interviewer:

• “How does the company support professional development?”
• “What are the biggest challenges facing the team right now?”

This demonstrates curiosity and genuine engagement.

Dress to match the company’s culture. For a formal hospitality setting, wear polished business attire. For a more casual tourism company, business casual may be appropriate. When in doubt, err on the side of professionalism.

In hospitality and tourism, strong interpersonal skills are essential. Maintain eye contact, smile and exude confidence. Avoid crossing your arms or appearing disengaged.

Soft skills like adaptability, teamwork and problem-solving are critical in tourism and hospitality. For example, share how you navigated a scheduling conflict to accommodate a large group or worked collaboratively to pull off a successful event at the last minute.

If available, use data to back up your claims. For instance:

• "As a server, I regularly managed 20 to 25 tables per shift while providing prompt, friendly service."
• "In my role as a housekeeping associate, I cleaned and prepared 15 rooms per shift while meeting quality standards for cleanliness and presentation."
• "As a restaurant supervisor, I reduced table turnover time by 20% during peak hours."
   

Be honest about areas where you’ve improved. For example: "I initially found managing large events overwhelming, but I’ve since developed strategies for effective delegation and time management."

Avoid speaking negatively about previous employers, colleagues or roles. Instead, focus on what you learned and how those experiences have prepared you for the position.

Add Learning to the STAR method to highlight your growth. What did you learn from the experience and how will you apply it here? For example: "I learned the importance of staying calm, showing empathy and taking ownership of issues, even in high-pressure situations."

Virtual interviews are common in hospitality and tourism. Remember to:

• Test your equipment.
• Choose a distraction-free space with a tidy background.
• Dress professionally, even online.
   

Send a thank-you email within 24 hours. Reference specific details from the interview to show engagement and reiterate why you’re a great fit for the role.