When applying for a receptionist position, you will likely be asked a series of questions relating to your customer service skills, organizational ability, and communication style. To increase your chances of making a positive impression, it’s worth spending some time to anticipate these questions and plan your responses in advance.
| Job Description | A Receptionist greets visitors, handles incoming calls, and performs general administrative duties. They may also assist other administrative staff with overflow work, including word processing, data entry and internet research tasks. |
| Skills | Excellent verbal communication, Good understanding of office administration, Strong customer service skills, Ability to work under pressure, Organizational skills, Attention to detail, Proficiency in Microsoft Office Suite, Time management skills |
| Industry | Corporate companies, Healthcare, Hotel and Hospitality, Education, Government |
| Experience Level | Entry-level |
| Education Requirements | High School Diploma or equivalent |
| Work Environment | Receptionists typically work in an office setting. They spend most of their time at a desk in front of a computer. They may be required to sit for long periods, but also might need to move around the office to perform tasks, such as distributing mail or faxes. |
| Salary Range | $24,000 – $40,000 per year |
| Career Path | Receptionist positions are often entry-level, with the potential to move up to positions like Administrative Assistant, Office Manager, or Executive Assistant. Some choose to move into Human Resources or Operations roles. |
| Popular Companies | Marriott, Hilton, Kaiser Permanente, H&R Block, University of Phoenix |
Receptionist Interview Questions
Can you describe a situation where you had to deal with a difficult customer or visitor? How did you handle it?
How to Answer:
When answering this question, make sure to demonstrate your problem-solving and interpersonal skills. Describe the situation in detail, explain what you did to resolve it, and highlight the positive outcome. You should show empathy and understanding for the customer’s frustration, while maintaining your own professionalism.
Example:
At my previous job, we had a customer who was very upset because an appointment had been double-booked. I apologized for the inconvenience and immediately started looking for a solution. I was able to rearrange some other appointments and offer the customer a new slot the same day. In addition, I offered them a discount as a gesture of goodwill. The customer was very appreciative of how I handled the situation and left satisfied.
Can you describe a situation where you had to prioritize your tasks? How did you decide what to tackle first?
How to Answer:
The interviewer is trying to assess your organizational skills and ability to manage multiple tasks. You can approach this question by describing a situation where you had multiple tasks and explain how you identified which tasks were most urgent or important. It would be beneficial to mention any tools or strategies you used, such as to-do lists or time management techniques.
Example:
In my previous role, I was often the first point of contact for clients, handled phone calls, and managed the office schedule. One particularly busy day, I had to handle a high volume of incoming calls, check-in visitors, and prepare a meeting room for a conference. I prioritized my tasks based on urgency and importance. I handled the calls and visitors first, as they were time-sensitive. Preparing the meeting room could be done in between calls or when there was a lull. I kept a to-do list to ensure I didn’t forget any tasks and crossed them off as I completed them.
How would you handle a situation where you had to manage multiple phone lines at once?
How to Answer:
The interviewer is interested in your multitasking skills and how well you can handle pressure. Discuss your strategy for maintaining organization and efficiency in such situations. Highlight your prioritization skills, your ability to stay calm under pressure, and your communication skills.
Example:
In my previous role, there were occasions where I had to manage multiple phone lines at once. I ensured that each caller knew they were a priority by politely asking them to hold while I quickly attended to the other line. I would then note down key details to ensure I could return to each call with the right information and attention. It was important to remain calm, composed, and efficient, which is something I was able to consistently achieve.
How would you handle an incoming call from an angry client while you are in the middle of assisting a walk-in guest?
How to Answer:
The interviewer wants to know how you would manage conflicting priorities and maintain professionalism in a challenging situation. In your response, explain how you would stay calm, listen to both parties, and prioritize effectively. You should also highlight any relevant experience you have with customer service, multitasking, and conflict resolution.
Example:
In such a situation, I would maintain my calm and politely excuse myself from the guest I’m assisting, explaining that I need to handle an urgent call. I would then answer the call and let the client know that I understand their frustration and will do everything I can to assist them. After gathering the necessary information, I would assure them that their issue is being handled and politely end the call. I would then return to the guest and apologize for the interruption before continuing to assist them. In my previous role, I faced similar situations often and was able to successfully manage both tasks without sacrificing service quality.
Can you describe a time when you had to handle sensitive information and maintain confidentiality as a receptionist?
How to Answer:
The interviewer wants to assess your ability to handle confidential information, which is a crucial part of a receptionist’s job. You should provide a specific example where you were entrusted with sensitive information and describe the steps you took to ensure its confidentiality. Explain how you understand the importance of discretion and trustworthiness in your role.
Example:
In my previous role, I often handled sensitive information such as employees’ personal data, company’s financial details or proprietary information. I always ensured that such details were not left unattended on my desk and were stored securely in designated files. I also made sure not to discuss such information outside of work or with unauthorized personnel. There was an instance where a colleague from a different department tried to access such information out of curiosity. I politely but firmly informed him that I was not allowed to divulge such information.
What strategies would you use to stay organized and on top of tasks in a busy environment?
How to Answer:
The interviewer wants to assess your organizational skills and your ability to manage your tasks efficiently. Discuss the strategies and tools you use to keep track of tasks and prioritize your work. This can include using calendars, scheduling software, to-do lists, or prioritizing tasks based on urgency and importance. It would be beneficial to mention your proactive approach to managing tasks, such as planning your day in advance, and how you adapt when unexpected tasks arise.
Example:
To stay organized, I make use of digital tools like scheduling software and to-do lists. At the start of each day, I review my tasks and prioritize them based on their urgency and importance. I also block out time in my calendar for tasks that require focused attention. In a busy environment, unexpected tasks can come up frequently. When this happens, I reassess my priorities and adjust my plan as needed. I believe that being proactive and flexible in managing tasks is key to staying organized in a busy environment.
Can you describe a situation where you had to use your problem-solving skills to manage a situation at the front desk?
How to Answer:
When answering this question, you should demonstrate your ability to think on your feet and handle unexpected situations. Start by describing the situation, then discuss the steps you took to address the problem, and conclude with the outcome. Be sure to highlight any skills or qualities you displayed in the process, such as resourcefulness, initiative, or communication skills.
Example:
Sure, once we had a major system failure and all the computers at the front desk stopped working. I had to quickly figure out how to check in guests and manage bookings manually. I created a temporary system using paper and pen, communicated the situation to the guests, and assured them that their bookings were secure. I also contacted our IT department and kept them updated about the situation. It was a challenging situation, but with my quick thinking and communication skills, we managed to handle it smoothly without any major disruption to our guests.
Tell me about a time when you had to adapt to a new technology or system at work. How did you go about learning and integrating it into your daily tasks?
How to Answer:
The interviewer wants to know about your ability to adapt to new technology and how you approach learning new systems. Explain the situation, the new technology or system you had to learn, the steps you took to learn it, and how it improved your efficiency or effectiveness at work.
Example:
In my previous role, the company decided to upgrade from an old scheduling system to a new, more complex one. It was a bit daunting at first, but I’m always open to learning new things. I took the initiative to familiarize myself with the new system in my own time, I also attended the training sessions provided by the company. I took notes and practiced until I was comfortable with the system. This new system had many more features that helped me schedule appointments more efficiently and manage client information more effectively.
How would you handle a situation where you are unable to answer a visitor’s question or meet their request immediately?
How to Answer:
The candidate should demonstrate their ability to handle situations where they don’t have an immediate answer. They should show that they can remain calm, maintain a professional demeanour, take the initiative to find the answer, or seek help from relevant colleagues. It’s also important that they communicate effectively with the visitor, explaining the situation honestly and assuring them that they’re working on resolving their query or request.
Example:
If I were unable to answer a visitor’s question or meet their request immediately, I would apologize for the inconvenience and assure them that I am seeking the information or help needed. I would then reach out to relevant colleagues or superiors to find the answer or solution. If it might take some time, I would inform the visitor, giving them an estimate of when they can expect an answer or resolution. This way, they are kept in the loop and can feel reassured that their query or request is being taken seriously.
How have you implemented your communication skills to improve your performance as a receptionist?
How to Answer:
Candidates should demonstrate their ability to use effective communication skills to improve their job performance. They should be able to give examples of situations where their communication skills were crucial in ensuring smooth operation, resolving conflicts, or enhancing customer satisfaction. They should also show how they adapt their communication style to different situations and individuals.
Example:
In my previous role, I often encountered situations where I had to communicate with a diverse range of people, from clients to staff. I made it a point to adapt my communication style depending on who I was interacting with. For instance, with clients, I maintained a professional and courteous tone, ensuring I clearly understood their needs before providing assistance. With staff, I ensured open and clear communication to facilitate smooth work flow. There was a situation where a client had a complex request which needed the input of several departments. I took the initiative to clearly communicate the client’s needs to all the relevant departments, and we were able to fulfill the request efficiently. My communication skills have certainly helped me in dealing with such situations effectively.