service hospitalitybooking systemscomplaint handlingfront deskguest check in
Complete evaluation framework
What to assess and how to score it
Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Craft of the service
35% weight
Check fluency with front desk systems they name (Opera, Mindbody, Zenoti, Salesforce, or similar): check-ins, rebookings, payment processing, cash drawer reconciliation, and multi-line phone handling.
Evidence to listen for
Command of the treatments, techniques, or service standards the role requires
Holds current qualifications where regulated
Can explain contraindications, limits, or when to decline
Keeps skills current rather than coasting on training
Five-point scoring guide
1
Poor
Unsafe or unqualified; cannot explain their own technique.
2
Needs Improvement
Basic competence; gaps in contraindications or standards.
3
Satisfactory
Competent across the standard menu; less confident beyond it.
4
Very Good
Skilled and current; clear on limits and when to decline.
5
Excellent
Names the booking or PMS platforms used daily, describes handling walk-ins, phones and queues at once without dropping either.
02
Evaluation factor
Client care
30% weight
Probe how they handled an angry visitor: overbooked appointment, billing dispute, long wait. Look for the exact wording used, the resolution offered, and escalation thresholds.
Evidence to listen for
Reads what a client actually wants versus what they asked for
Handles a complaint without defensiveness or capitulation
Maintains discretion and appropriate boundaries
Clients ask for them by name
Five-point scoring guide
1
Poor
Dismissive of clients; boundaries or discretion are a concern.
2
Needs Improvement
Task-focused; complaints escalate rather than resolve.
3
Satisfactory
Good with straightforward clients; less sure with difficult ones.
4
Very Good
Strong client rapport with repeat requests and calm complaint handling.
5
Excellent
Recounts specific de-escalations with the concession they had authority to give, and when they pulled a manager in rather than improvising.
03
Evaluation factor
Standards and hygiene
20% weight
Assess adherence to reception protocol: visitor logs, ID and badge checks, confidentiality of client records, cash handling controls, and lobby presentation at open and close.
Evidence to listen for
Treats sanitation, preparation, and turnaround as non-negotiable
Keeps the space to standard when nobody is checking
Knows the regulations that apply and follows them
Reports a problem rather than working around it
Five-point scoring guide
1
Poor
Casual about hygiene or preparation standards.
2
Needs Improvement
Meets standards when supervised only.
3
Satisfactory
Reliable standards; occasional lapses under time pressure.
4
Very Good
Standards hold under pressure and without supervision.
5
Excellent
Treats sign-in logs, data privacy and till counts as non-negotiable routine, and cites a time they caught a discrepancy or lapse.
04
Evaluation factor
Commercial awareness
15% weight
Test awareness beyond greeting: upsells or add-on bookings taken, no-show and cancellation rates, waitlist filling, and how their desk affected occupancy or appointment volume.
Evidence to listen for
Understands how the business makes money from their time
Recommends and rebooks without pressuring
Manages a schedule and turnaround to keep utilisation up
Handles retail or upsell honestly
Five-point scoring guide
1
Poor
No commercial awareness, or pushes sales at the client's expense.
2
Needs Improvement
Passive on rebooking and recommendations.
3
Satisfactory
Reasonable rebooking; scheduling sometimes loose.
4
Very Good
Strong rebooking and utilisation without pressuring clients.
5
Excellent
Quotes numbers such as no-show reduction or waitlist conversions, and links desk habits to revenue rather than treating the role as passive.
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