service hospitalityfront officeguest relationsopera pmsvip arrivals
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 hands-on command of front office systems such as Opera PMS, Opera Cloud or Mews: VIP profile flagging, room blocking, upgrade logic, pre-arrival calls and turndown amenity coordination.
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 specific PMS workflows, describes handling VIP arrival lists and preference profiles, and cites loyalty tiers they personally managed daily.
02
Evaluation factor
Client care
30% weight
Probe how they recovered a botched stay: overbooking walks, noise complaints, late check-in failures. Ask what compensation they authorised and how the guest responded afterwards.
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 named recovery cases with the exact gesture offered, the guest's return or review outcome, and what changed operationally afterwards.
03
Evaluation factor
Standards and hygiene
20% weight
Assess familiarity with brand audit standards (LQA, Forbes, Leading Quality Assurance), lobby presentation checks, guest data handling under GDPR and grooming or uniform expectations.
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
Quotes audit scores or mystery shopper results they influenced and describes concrete standards they enforced on shift, not vague quality talk.
04
Evaluation factor
Commercial awareness
15% weight
Test awareness of upsell revenue: room category upgrades at check-in, spa and dining referrals, GSS or TripAdvisor scores, and how they tracked personal contribution.
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
Cites upsell revenue figures or conversion rates, links guest satisfaction indices to specific actions, and understands rate integrity when offering upgrades.
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