‫لمعلا ةلباقم ليلد‬: Front Office & Operator : ‫لمعلا ةلباقم ليلد‬

‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬

‫ًالوأ‬: ‫( سفنلاب فيرعتلا ةلئسأ‬General Questions) eneral Questions ‫ سفنلاب فيرعتلا ةلئسأ‬: ‫سفنلاب فيرعتلا ةلئسأ‬

1. Tell us about yourself.

. ‫ كسفنب انفرع‬.1

:
I am a graduate with a degree in [Your Major]. I have a strong passion for the hospitality
industry and enjoy interacting with guests. I am a quick learner and a team player.
. . ].
.

2. Why do you want to work as a ‫لمعلا ةلباقم ليلد‬: Front Office / Operator?
2. ‫ يمامألا بتكملا يف لمعلا ديرت اذامل‬/ ‫تاه لماع‬ ‫ كسفنب انفرع‬/ .2

:
I enjoy solving problems and being the first point of contact for guests. I believe my
communication skills and professional attitude fit this role perfectly.
.
. ‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬ ‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬
 ‫ًالوأ‬: ‫( سفنلاب فيرعتلا ةلئسأ‬General Questions) ituational Questions ‫ سفنلاب فيرعتلا ةلئسأ‬: ‫ًايناث‬

3. How would you handle an angry guest?

2. ‫ يمامألا بتكملا يف لمعلا ديرت اذامل‬/ ‫تاه لماع‬ ‫ ؟بضاغ ليزن عم لماعتت فيك‬.3

:
I would remain calm, listen actively without interrupting, apologize for the issue, and find
an immediate solution to satisfy the guest.
.

4. What would you do if the phone rings while you are helping a guest at the desk?
2. ‫ يمامألا بتكملا يف لمعلا ديرت اذامل‬/ ‫تاه لماع‬ ‫كسفنب انفرع‬ ‫سفنلاب فيرعتلا ةلئسأ‬ ‫كسفنب انفرع‬ .4

:
I would acknowledge the guest in front of me first, ask for a moment to answer the
phone, politely ask the caller to hold, and then return to the guest.
‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬ ‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬
.

‫ًالوأ‬: ‫( سفنلاب فيرعتلا ةلئسأ‬General Questions)Operator pecific ‫كسفنب انفرع‬ ‫ سفنلاب فيرعتلا ةلئسأ‬: ‫ًايناث‬

5. How do you ensure confidentiality when handling calls?

2. ‫ يمامألا بتكملا يف لمعلا ديرت اذامل‬/ ‫تاه لماع‬ ‫كسفنب انفرع‬ ‫ ؟بضاغ ليزن عم لماعتت فيك‬.5

:
I never share guest room numbers or personal information over the phone. I always
follow the hotel's privacy policy and verify the identity if necessary.
.
.
 6. How do you handle a guest request for an early wake-up call?
2. ‫ يمامألا بتكملا يف لمعلا ديرت اذامل‬/ ‫تاه لماع‬ ‫ ؟بضاغ ليزن عم لماعتت فيك‬.6

:
I record the exact time and room number, repeat the details back to the guest for
confirmation, and ensure the call is made accurately at the requested time.

. ‫هملا ريضحتلل ةمجرتم ةبوجأو ةلئسأ‬

‫ًالوأ‬: ‫( سفنلاب فيرعتلا ةلئسأ‬General Questions) mportant Terminology :

• PM ‫ًالوأ‬: ‫( سفنلاب فيرعتلا ةلئسأ‬General Questions)Property Management ystem : Software used to manage hotel operations.
• Upselling: Offering a better room or service for a higher price.
• Overbooking: Selling more rooms than available.
• uest Loyalty: Keeping guests coming back through excellent service.

! .