Marriott Behavioral Interview Questions: Land Your Dream Job at the Hospitality Giant
Marriott International offers a world of opportunities in the hospitality industry, from hotels and resorts to theme parks and vacation ownership. With a commitment to excellence and a focus on guest satisfaction, Marriott is a great place to build a successful career. Did you know that Marriott has been ranked as one of the World’s Most Ethical Companies for 9 consecutive years?
Top interview questions to expect
1. “Tell me about a time when you went above and beyond to provide excellent customer service.”
2. “How do you handle difficult situations with guests or colleagues?”
3. “Describe a time when you had to work as part of a team to achieve a common goal.”
4. “What are your strengths and weaknesses as a hospitality professional?”
5. “Why are you interested in working for Marriott International?”
6. “What do you know about Marriott’s culture and values, and how do you align with them?”
7. “Where do you see yourself in five years?”
Check the latest questions for this role:
Answering interview questions with STAR structure
The STAR framework is a simple yet effective method for answering behavioral interview questions. STAR stands for Situation, Task, Action, and Result. When answering a question, start by briefly describing the Situation you were in. Then, explain the Task you were assigned or the challenge you faced. Next, describe the Actions you took to address the situation or complete the task. Finally, conclude with the positive Result or outcome of your actions. By using the STAR framework, you can provide clear, concise, and compelling answers to behavioral interview questions, demonstrating your skills, abilities, and accomplishments.
Sample answers to above interview questions
1. Question: “Tell me about a time when you went above and beyond to provide excellent customer service.”
Answer:
Situation: While working as a front desk agent at a busy hotel, I encountered a guest who arrived late at night with a reservation for a room that was unavailable due to an unexpected maintenance issue.
Task: My task was to resolve the situation quickly and ensure the guest had a comfortable stay despite the inconvenience.
Action: I apologized for the inconvenience and immediately began searching for alternative accommodations for the guest. I called several nearby hotels but was unable to find a room that met the guest’s needs. I then offered the guest a complimentary upgrade to a suite at our hotel, along with a free breakfast and a late checkout time.
Result: The guest was extremely appreciative of my efforts to resolve the situation and was delighted with the upgraded room and amenities. They expressed their satisfaction with the hotel’s service and left a positive review online.
Explanation: This answer demonstrates the candidate’s ability to handle difficult situations calmly and professionally, their willingness to go above and beyond to meet the guest’s needs and their commitment to providing excellent customer service.
2. Question: “How do you handle difficult situations with guests or colleagues?”
Answer:
Situation: During my time as a server at a restaurant, I had a customer who was consistently rude and demanding. They complained about the food, the service, and even the atmosphere of the restaurant.
Task: My task was to maintain my composure, address the customer’s concerns, and resolve the situation to the best of my ability.
Action: I remained calm and polite throughout the interaction. I listened attentively to the customer’s complaints and apologized for any inconvenience caused. I then offered to replace the items they were dissatisfied with and provided them with additional options to try.
Result: The customer eventually calmed down and expressed their appreciation for my patience and understanding. They left the restaurant satisfied with their meal and the service they received.
Explanation: This answer demonstrates the candidate’s ability to remain calm under pressure and handle difficult customers professionally. It also highlights their problem-solving skills and their commitment to providing excellent customer service.
3. Question: “Describe a time when you had to work as part of a team to achieve a common goal.”
Answer:
Situation: As part of the events team at a conference center, I was tasked with planning and executing a large-scale conference for over 500 attendees.
Task: My task was to coordinate with various departments, including catering, audio-visual, and security, to ensure the smooth and successful running of the conference.
Action: I communicated regularly with the different departments and vendors involved, ensuring that everyone was aware of their responsibilities and deadlines. I also conducted regular check-ins to monitor progress and address any issues or challenges that arose along the way.
Result: The conference was a huge success. The attendees were impressed with the organization, the quality of the presentations, and the overall atmosphere of the event. The client was thrilled with the outcome and expressed their gratitude for our team’s hard work and dedication.
Explanation: This answer demonstrates the candidate’s teamwork skills, their ability to communicate effectively with different stakeholders and their project management skills. It also highlights their attention to detail and their commitment to delivering a successful event.
4. Question: “What are your strengths and weaknesses as a hospitality professional?”
Answer:
Strengths: My strengths include my strong customer service skills, my ability to work efficiently under pressure and my attention to detail. I am also a team player and I am always willing to go the extra mile to ensure that guests have a positive and memorable experience.
Weaknesses: One area where I would like to improve is my time management skills. I sometimes find myself taking on too many tasks at once, which can lead to stress and occasional missed deadlines. I am working on this by prioritizing my tasks and setting realistic goals for myself.
Explanation: This answer demonstrates the candidate’s self-awareness and their willingness to acknowledge their weaknesses. It also shows that they are actively working to improve their skills and become a more effective hospitality professional.
5. Question: “Why are you interested in working for Marriott International?”
Answer:
I am genuinely passionate about the hospitality industry and I believe that Marriott International is the perfect place for me to grow and develop my career. I am impressed by the company’s commitment to excellence and its focus on providing exceptional guest experiences. I am also drawn to Marriott’s diverse portfolio of brands and properties, which offer a wide range of opportunities for career advancement.
Explanation: This answer demonstrates the candidate’s enthusiasm for the hospitality industry, their admiration for Marriott International and their desire to contribute to the company’s success.
6. Question: “What do you know about Marriott’s culture and values, and how do you align with them?”
Answer:
Marriott International is renowned for its strong culture of service, innovation and integrity. These values resonate with me on a personal level. I believe that providing excellent service is the key to success in the hospitality industry and I am committed to delivering exceptional experiences to every guest. I am also passionate about innovation and I am always looking for new ways to improve my skills and knowledge. Finally, I believe that integrity is essential in any professional setting and I strive to conduct myself with honesty and fairness in all my interactions.
Explanation: This answer demonstrates the candidate’s understanding of Marriott’s culture and values and their alignment with those values. It also shows that they are committed to providing excellent service and to acting with integrity in their professional dealings.
7. Question: “Where do you see yourself in five years?”
Answer:
In five years, I see myself as a leader in the hospitality industry, managing a team of professionals and making a significant contribution to the success of Marriott International. I am confident that my skills, experience and passion for hospitality will enable me to achieve this goal. I am eager to learn and grow within the company and to take on new challenges and responsibilities.
Explanation: This answer demonstrates the candidate’s ambition and their desire to grow and develop their career within Marriott International. It also shows that they are confident in their abilities and their potential to succeed in the hospitality industry.
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