Top 20 Interview Questions & Answers for Hotel General Manager – 2025

Applying for a hotel general manager position? Prepare for your interview with these questions and answers that will help you highlight your leadership skills, customer service expertise, and knowledge of the hospitality industry. Whether you’re a seasoned hotel professional or seeking your first role as a general manager, these questions cover all key areas of the job.

General Questions

• 1. What inspired you to pursue a career in the hospitality industry?
  Answer: Throughout my life, I have always enjoyed providing excellent customer service and creating memorable experiences for others. This passion for hospitality, combined with my strong leadership skills, led me to pursue a career as a hotel general manager.
• 2. How do you handle conflicts or difficult situations with guests?
  Answer: My approach is to remain calm and empathetic while actively listening to the guest's concerns. I then work to find a solution that satisfies the guest and aligns with the hotel's policies and procedures. If necessary, I involve other team members or escalate the issue to higher management.
• 3. Can you tell us about a time when you had to handle a difficult employee?
  Answer: In my previous role as a hotel manager, I had an employee who consistently showed up late for their shift and had a negative attitude towards guests and coworkers. After several attempts to address the issue individually, I had a one-on-one meeting with the employee to discuss their behavior and potential consequences. We were able to reach a mutual understanding, and the employee's performance greatly improved.
• 4. How do you handle a high-pressure work environment?
  Answer: I believe in staying organized and prioritizing tasks to efficiently and effectively manage a high-pressure work environment. I also ensure open communication among team members to delegate tasks and support each other during busy periods.
• 5. How do you stay updated on industry trends and developments?
  Answer: I make it a priority to attend industry conferences and workshops, network with other professionals, and read relevant publications and websites. I also encourage team members to share any new trends or developments they come across in their own research or interactions with guests.

Leadership & Decision-Making Skills

• 6. How do you motivate and lead a diverse team of employees?
  Answer: I believe in treating all team members with respect and recognizing individual strengths and contributions. I work to create a positive and inclusive work environment where employees feel valued, supported, and motivated to achieve common goals.
• 7. Can you tell us about a time when you had to make a tough decision for the good of the hotel?
  Answer: In my previous role, the hotel was experiencing a financial downturn, and I had to make the difficult decision to reduce staff and cut expenses. I approached the situation with transparency, explaining the reasons for the decision and offering support to affected employees. As a result, we were able to successfully navigate through the downturn and return to profitability.
• 8. How do you handle conflicts or disagreements with other managers?
  Answer: I believe in open and direct communication to address any conflicts or disagreements effectively. I listen to the other manager’s perspective, share my own, and work towards finding a solution that benefits the hotel and achieves our common goals.
• 9. How do you prioritize tasks and delegate responsibilities to achieve operational efficiency?
  Answer: I utilize my organizational and time management skills to create a clear plan and prioritize tasks based on urgency and importance. I then delegate responsibilities to team members with appropriate skills and experience, providing clear direction and support.
• 10. Can you provide an example of when you had to think outside the box to solve a problem?
  Answer: In my previous role, the hotel was experiencing low occupancy during a particular season. To attract more guests, I collaborated with the marketing team to create a unique package deal that offered discounted rates and exclusive experiences. This resulted in a significant increase in bookings and positive guest feedback.

Customer Service & Revenue Management

• 11. How do you ensure high levels of customer satisfaction in a hotel setting?
  Answer: I believe in providing personal and attentive service to each and every guest. This includes regularly seeking out and responding to feedback, addressing any issues promptly, and going above and beyond to create memorable experiences for our guests.
• 12. Can you tell us about a time when you successfully increased revenue for a hotel?
  Answer: In my previous role, I noticed an opportunity to increase revenue by offering special promotions and packages during a specific event in the city. With careful planning and effective marketing, we were able to generate a significant increase in bookings and revenue during that period.
• 13. How do you handle negative reviews or feedback on online platforms such as TripAdvisor?
  Answer: I believe in addressing negative reviews and feedback promptly and professionally. I work towards finding a solution to resolve any valid concerns and also acknowledge and appreciate positive feedback from guests. It is crucial to maintain a positive online reputation for the hotel.
• 14. How do you monitor and manage expenses to maintain profitability for the hotel?
  Answer: I closely monitor purchasing and labor costs, negotiate with vendors to secure competitive prices, and ensure proper inventory management to minimize waste and maximize efficiency. I also encourage team members to contribute cost-saving ideas and implement improvements whenever possible.
• 15. Can you provide an example of when you had to handle a difficult guest complaint?
  Answer: In my previous role, a guest experienced a serious issue with their room upon check-in, and they were understandably dissatisfied. I immediately apologized for the inconvenience and personally oversaw the resolution of the problem, ensuring the guest's satisfaction before they departed. The guest left a positive review and became a loyal customer of the hotel.

Cultural Fit & Company Values

• 16. How do you ensure the company values and culture are reflected in the hotel's day-to-day operations and interactions with guests?
  Answer: I believe in leading by example and creating a positive work environment that aligns with the company's values and promotes teamwork and mutual respect. I also ensure all team members are trained on the company's values and actively encourage them to uphold those values in their daily interactions with guests and coworkers.
• 17. Can you tell us about a time when you successfully resolved a conflict within a team?
  Answer: In my previous role, two team members had a disagreement that was affecting the workplace dynamic. I facilitated a discussion between them, listening to both sides and working to find a compromise and common ground. This resulted in a renewed sense of teamwork and a more positive work environment.
• 18. How do you encourage and foster diversity and inclusion in the workplace?
  Answer: I believe in building a diverse team and creating opportunities for all employees to succeed and thrive. I actively seek out and promote diversity in recruitment and opportunities for professional growth. I also encourage open and respectful communication among team members, creating a sense of inclusivity and understanding.
• 19. Can you provide an example of when you had to adapt to a new company's culture?
  Answer: In my previous role, I joined a new company with a very different culture from my previous experience. I made an effort to learn about the company's history, values, and expectations from employees. I also worked closely with my team and other managers to understand and embrace the culture, allowing me to successfully adjust and contribute to the company's success.
• 20. How do you ensure a safe and healthy work environment for employees and guests?
  Answer: I ensure compliance with all safety and health regulations, regularly inspecting the property and addressing any issues promptly. I also promote a culture of teamwork and communication, encouraging employees to report any safety concerns or suggestions for improvement. Additionally, I closely monitor and address guest feedback related to safety and security to ensure a positive experience for all.