Otázky na pohovor: na co se tě můžou zeptat

Před pracovním pohovorem je dobré se na tyhle otázky připravit, protože je docela pravděpodobné, že alespoň jedna z nich padne.

Ale je i možné, že ne a celý pohovor bude jen o tvých zkušenostech. To už se nám taky stalo několikrát a upřímně nechápeme, proč by se někdo měl ptát na takové otázky. S tím ale asi nic neuděláme - stejně to o tobě nic nevypoví. Jen to, jestli umíš odpovídat na tyhle klasické personalistické otázky :))

Každopádně buď na to ready, ptají se na to rádi.

Než začneš číst odpovědi

Odpovědi níž ber jako inspiraci, ne jako scénář k odříkání.

Na tyhle otázky neexistují správné odpovědi. To, co jsme vypsali, je zhruba to, co by každý personalista chtěl slyšet - ale to neznamená, že to musíš říct. Neříkej nic, co není pravda. Někdy je nedokonalá odpověď víc než ta dokonalá.

Vždycky je lepší něco vymyslet sám a hlavně používat svůj mozek. Přesně to totiž oddělí lidi, kteří mají co říct, od lidí, kteří jen odříkávají naučené :))

Klidně si tenhle článek nech otevřený během pohovoru. Jen u toho nesmíš vypadat, že to čteš. Spíš se snaž vypadat, že u toho přemýšlíš, a ne to hned vysolit najednou. Vždycky se po otázce na chvilku zamysli.

Obecné otázky

7 otázek

What do you know about our hotel?

Tady se pozná, jestli sis něco zjistil. Zmiň velikost, lokalitu, typ hostů nebo něco z jejich webu - stačí dvě věty.

What are your strengths?

„Strong attention to detail, excellent time management, ability to stay calm and organized under pressure, great communication skills, which help me work effectively with both guests and my team.“

What are your weaknesses?

„Sometimes I can be too focused on making sure everything is perfect, which can slow me down slightly.“

Why should we hire you?

„I am highly motivated to deliver exceptional service, I have experience in this field, and I understand the importance of creating a positive experience for guests. I am also a fast learner and adaptable, so I can quickly adapt to the hotel's standards.“

How do you handle feedback or criticism?

„I view feedback as an opportunity to grow and improve. If I receive criticism, I take it constructively and ask questions to fully understand what I can do better.“

How do you ensure good communication with your team?

„I make sure to communicate clearly and respectfully, whether it's giving instructions or asking for help. I also make it a priority to listen to my teammates and collaborate to solve problems efficiently.“

Where do you see yourself in five years?

„In five years, I see myself having gained more experience in the hospitality industry and possibly moving into a supervisory or management position.“

Otázky pro číšníky

14 otázek

How would you greet a guest?

„I would welcome the guest with a smile, introduce myself, and ask if they have a reservation or need help choosing a table.“

What would you do if a guest was unhappy with their meal?

„I would listen to their concerns, apologize, and offer a solution, such as replacing the dish or consulting with the kitchen.“

How do you manage multiple tables at once?

„I plan my time efficiently, check on guests regularly, and prioritize tasks based on their importance.“

How would you recommend a dish to a guest?

„I would ask about their taste preferences and recommend something from the menu, such as the daily special or a popular dish.“

How would you handle a conflict between guests?

„I would remain calm, try to de-escalate the situation, and inform the manager if necessary.“

What would you do if you forgot about a reservation and the table wasn't ready?

„I would immediately apologize to the guests and explain that I'll prepare their table as quickly as possible. While they wait, I'd offer them a complimentary drink or appetizer as a gesture of goodwill, and ensure the table is ready promptly.“

How would you handle a customer who has been waiting for their food for a long time?

„I would apologize sincerely for the delay, check with the kitchen to see what's causing the wait, and provide the customer with an update. If the wait is significant, I might offer a small discount or complimentary item to show we value their patience.“

How would you handle a situation where two tables need your attention at the same time?

„I would quickly assess which table's needs are more urgent. For example, if one table is ready to order and the other needs a refill, I'd take the order first and then handle the refill. I'd also communicate with both tables to ensure they feel attended to.“

What would you do if a guest complains about the quality of their food?

„I'd listen carefully to their concerns, apologize for the inconvenience, and offer to replace the dish or prepare something else to their satisfaction. I'd also inform the kitchen to ensure the issue is addressed.“

How would you handle a guest with specific dietary restrictions or allergies?

„I'd ask the guest detailed questions about their restrictions to fully understand their needs. I'd then communicate with the kitchen to confirm which options are safe for them and provide clear recommendations.“

What would you do if a customer accidentally spilled something on themselves?

„I'd immediately offer assistance by providing napkins or a clean towel. I'd also check if they need help cleaning up or if we can replace their drink or dish. It's important to stay calm and supportive in such moments.“

What would you do if you noticed a colleague struggling to keep up with their tables?

„I'd step in to help them by taking over some of their tasks or assisting with their tables where needed. Teamwork is essential to ensure all guests receive excellent service.“

How would you upsell menu items to guests?

„I'd highlight the specials of the day or recommend items based on the guest's preferences. For example, if they're ordering a main course, I'd suggest a complementary appetizer or drink to enhance their experience.“

What would you do if you accidentally served the wrong order to a guest?

„I'd apologize to the guest immediately and let them know I'll fix the mistake right away. I'd prioritize getting their correct order prepared as quickly as possible and keep them updated throughout the process.“

Otázky pro housekeeping

9 otázek

How would you ensure that a room is perfectly cleaned?

„I follow the hotel's checklist, starting with changing bed linens, cleaning the bathroom, vacuuming, dusting, and checking small details like the arrangement of items and the room's fragrance.“

How do you handle working under pressure?

„I stay calm, prioritize tasks, and communicate effectively with the team to ensure everything is completed on time.“

What would you do if a guest lost something in their room?

„I would immediately inform management, begin searching for the item, and keep the guest updated on the progress.“

What experience do you have in cleaning or housekeeping?

Neboj se, jestli tuhle práci nemáš odpracovanou. Stejně ti budou muset ukázat, co a jak se u nich uklízí, protože každý hotel to má trochu jinak. Vyjmenuj cokoliv, kde jsi měl na starosti pořádek - úklid doma, výpomoc v penzionu, brigáda, úklid po akcích. A převléct postel snad zvládneme všichni :))

„I worked as a [position] for [time], where I was responsible for cleaning rooms, managing cleaning supplies, and ensuring guest satisfaction.“

How would you handle a complaint about a poorly cleaned room?

„I would first apologize to the guest, resolve the issue quickly, and make sure the room meets their expectations.“

How do you prioritize your tasks when cleaning multiple rooms in a short time frame?

„I prioritize based on the guest's schedule and room status. For example, I'd clean check-out rooms first to prepare them for new arrivals, followed by occupied rooms requesting service. I also organize my cleaning supplies to save time.“

What would you do if a guest asked you to perform a task outside of your job responsibilities?

„I would politely explain that I'll do my best to help or inform the appropriate department. For example, if they need maintenance or room service, I'd report the request to ensure it's handled properly.“

How do you manage heavy workloads during peak times, such as holidays or events?

„I stay focused and organized by following a schedule and prioritizing tasks. I also collaborate with my team to ensure we work efficiently and support each other during busy times.“

What would you do if you accidentally damaged a guest's personal item while cleaning?

„I would inform the guest and my supervisor immediately, apologize sincerely, and follow the hotel's policy for resolving such situations. I'd ensure the guest feels reassured and supported throughout the process.“

Otázky pro průvodce a pozice s hosty

8 otázek

Aurora guide, průvodce se psím spřežením, elf ve Finsku, práce s dětmi. U těchhle pozic jde skoro vždycky o dvě věci: bezpečnost a jak umíš vytvořit zážitek.

Why do you want to work as a guide?

„I like being outdoors and I enjoy sharing that with people. For me the best part is seeing someone experience something for the first time - like their first northern lights or their first time on a sled.“

How would you handle a group where some guests are disappointed - for example the aurora doesn't show up?

„I'd set expectations early: the aurora is never guaranteed. During the tour I'd focus on everything else we can offer - the landscape, the silence, hot drinks, stories about the area. Most people remember how the evening felt, not just what they saw.“

How do you make sure guests stay safe?

„I follow the safety briefing every single time, even when guests seem experienced. I count the group regularly, keep everyone in sight, and I'm not afraid to say no or turn back if conditions change.“

What would you do if a guest didn't follow your instructions?

„I'd stop and explain calmly why the rule exists - usually people cooperate once they understand the reason. If someone keeps putting themselves or others at risk, I'd end their part of the activity and inform my supervisor.“

Are you comfortable working with animals? (psí spřežení, sobi)

„Yes. I understand the animals come first - they need to be fed, checked and rested properly before anything else. I'm happy to help with the daily care, not just the tours.“

How would you handle working with children? (elf, dětské programy)

„I'd keep the energy up but stay clear about the rules. With kids it's mainly about attention - making sure nobody is left out and nobody wanders off. I'm patient and I don't mind being silly when the situation calls for it.“

Can you handle cold weather and long hours outside?

„Yes. I know what proper layering means and I'd rather bring too much than too little. I'd also keep an eye on the guests - they often underestimate the cold much more than the guides do.“

How is your English / do you speak any other languages?

Tady buď upřímný. U průvodcovských pozic je jazyk důležitější než u housekeepingu, protože celý den mluvíš s hosty.

A na závěr

Pořád platí to nejdůležitější: odpovídej po svém. Naučené odpovědi poznají a nikoho jimi nepřesvědčíš.

A když už máš odpovědi připravené, nezapomeň na druhou půlku pohovoru - na otázky, které se ptáš ty. Ty rozhodují často víc.

Články píšeme podle vlastní zkušenosti a veřejných zdrojů. Nejsou to právní ani daňové poradenství – sazby a pravidla se v každé zemi mění, u důležitých věcí si vždycky ověř aktuální stav u příslušného úřadu.