①Can you tell me about yourself?
As I love constant human interactions I have been working in the customer service industry for the past 6 years. My previous front desk experience was at a hostel in Japan. Through my previous experience, I learned the overall operation of the accommodation including welcoming guests, answering inquiries, and handling reservations. My dream is to manage my own hotel one day. So I’d like to start off my hotel career here.
②Tell me about a challenge or conflict you’ve faced at work, and how you dealt with it.（≒Describe a time you had to deal with an unhappy customer.）
Please let me share with you one of the hardest complaints I’ve ever had. When I worked as a sales representative in the previous company, I’ve got a complaint from a customer about our services.
My previous company provided online English lessons through Skype for Japanese English learners. One customer complained that some tutors missed lessons in the early morning. That was completely our company’s fault. However, reducing the absent rate of the tutors for the early morning rapidly wasn’t possible. So what I could do for him was explaining our situation that since we could provide services at reasonable prices from early morning to midnight every day, we couldn’t unfortunately avoid the few possibilities of the tutor absence. After all, he understood our situation and appreciated our efforts.
It was one of the hardest complaints I’ve ever had.
③Why should we hire you?
You describe in the job listing that you are looking for a person with minimum 2 years of previous experience in a similar role. As you can see on my resume, I think I meet the requirements but what sets me apart from other candidates is my ability to value building a good relationship with guests. I know that a happy customer is a repeat customer. Plus, I can speak Japanese as well. So when Japanese customer comes, I can serve in their mother language.
④What does excellent guest service mean to you?
Excellent guest service as a receptionist is to show guests that you are always available for inquiries and well-prepared to solve guests’ problems. In order to provide such great services, we should show a welcome attitude towards guests and have knowledge of the Queenstown tourism.
⑤What are your greatest professional strengths?
I have extremely strong planning skills. In my previous job, first in the morning, I prioritized each tasks and started from an urgent task and completed all tasks within a day. At the same time, I payed attention to details. I guess that’s because I’m Japanese haha. I grew up in that environment. （ここは笑いを取れる空気感を出せるようにしました。）
⑥What is your greatest professional achievement?
My greatest professional achievement was turning around the success of my previous employer’s business.
When I started working in the hostel, there was a cafe owned by the same owner next to it. The business in the hostel was going well, however the business in the cafe was struggling. Thus I started constant events called English only cafe both for Japanese English learners and people from different background. This business brought in great revenue for the company. I am very proud of it. What I learned from the experience was passion or enthusiasm is a key to keep attracting customers.
⑦Why do you want this job?
The scenery from your hotel is absolutely beautiful. If I could work at your hotel, I thought I can offer guest breathtaking view from your hotel. I will be proud of it. Besides, as I mentioned earlier, I have previous similar experience in accommodation. So I thought I could use my skills to it.
⑧Where do you see yourself in five years?
I see myself in a hotel learning hotel management. My dream is to manage my own hotel one day. From my previous experience and research, I believe a hotel is a place where people feel extraordinary and relaxed apart from their usual life. I believe….
⑨What do you consider to be your weaknesses?
My weakness is to tell a story. I am a good listener but not a storyteller. When people asked me questions, I used to simply answer the questions. Instead, I asked them questions. But now that I realized that in order to make a good relationships with people sharing my experience or life stories are very important. So I have been trying to expose myself to others.
質問：What is your professional weakness?
My professional weakness is to take a phone call. When I talk with people in person, I don’t have any problems as you see. However, since we can’t see the facial expressions on the phone, it’s sometimes quite hard. But I’m trying to improve my phone skills.
I know it’s a minus as a receptionist but I thought being honest is a big plus.：）
⑩How would your boss and co-workers describe you?
Once my previous supervisor described me as a logical person. She told me that my explanation was easy to understand for everyone. I suppose this personality came from my education. Before I entered my university on the resume, I used to major in mathematics in another university. Then I needed to think in a logical way.