The Top 25 Kimpton Hotels & Restaurants Interview Questions To Prepare For

Kimpton Hotels & Restaurants is one of the most beloved boutique hotel chains known for its pet-friendly atmosphere, unique design-led hotels, and exceptional customer service. As such, their interview process aims to identify candidates who align with their core values of empowerment, inclusion, care and attention.

In this comprehensive article, I will provide an overview of Kimpton’s hiring process and culture, followed by the top 25 most commonly asked interview questions, with tips and examples to help you craft winning responses. Whether you have an upcoming interview or are just exploring career options in hospitality, this inside look at Kimpton interviews will help you stand out as a top candidate.

Overview of Kimpton Hotels & Restaurants

As the pioneer of boutique hotels in America Kimpton now operates over 60 hotels and 80 restaurants bars and lounges across 35 destinations. They are renowned for making guests feel truly cared for through personalized experiences, unique design and human connection.

Kimpton prides itself on a warm welcoming and fun culture with values centered around celebrating individuality. They actively seek passionate team members who love what they do. The work environment is fast-paced and dynamic, requiring adaptability, resilience and commitment to excellence.

Kimpton’s Hiring Process

The typical hiring process at Kimpton involves:

• Online application: Submit your resume/CV through their careers portal. This is where you can highlight your relevant experience.

• Phone/video interview: A preliminary 30-45 minute screening with HR or the hiring manager to evaluate your qualifications and fit.

• In-person interview: For corporate roles, this usually involves multiple rounds of panel interviews. For on-site hotel/restaurant roles, expect a more conversational 1-on-1 interview.

• Group interview: Some locations conduct half-day group interviews involving various assessments to see candidates interact and collaborate.

• Reference/background checks: Candidates extended an offer will need to clear additional screening before onboarding.

The process can take 2-6 weeks from initial application to final offer. Demonstrating your passion for hospitality and delivering excellent customer experiences is key.

25 Kimpton Hotels & Restaurants Interview Questions

Let’s look at the top 25 most frequently asked interview questions at Kimpton Hotels & Restaurants:

1. Why do you want to work for Kimpton Hotels?

This opening question allows you to express your enthusiasm for the company and showcase how your values align with their culture. Focus on Kimpton’s unique approach to boutique hospitality – things like personalized service, heartfelt care and creative perks that make their brand stand out. Share specific examples of what appeals to you and how your background would make you a great cultural fit.

Example: “I’m excited by Kimpton’s innovative approach to crafting meaningful guest experiences through thoughtful design and heartfelt service. Your values around empowerment and inclusion strongly resonate with me. Having worked in guest services roles, I always aim to make people feel cared for by getting to know them, understanding their needs, and delivering personal touches to exceed expectations. I admire Kimpton’s creativity and would love to contribute my passion for hospitality in one of your vibrant hotels.”

2. What does excellent customer service mean to you?

With a focus on customer experience, interviewers want to know you have the right service attitude. Share your philosophy around delivering excellent service, highlighting skills like active listening, empathy, problem-solving and patience. Give examples of how you create positive experiences by connecting with guests on an individual level.

Example: “For me, excellent customer service stems from truly listening and seeking to understand each guest as an individual. It’s taking the extra effort to identify their unique needs so I can cater the experience accordingly. This could be something as simple as welcoming them by name or remembering their room preferences from a previous stay. It’s those personalized touches, along with being readily available, proactively resolving issues and handling requests with patience and empathy that create memorable experiences.”

3. How do you handle an angry or difficult customer?

As hospitality professionals often encounter stressful situations, interviewers want to see that you can remain calm and constructive even when faced with upset guests. Share your strategies for de-escalation – using empathy, active listening, identifying solutions, apologizing sincerely and ensuring follow-up. Give an example of successfully pacifying an angry customer if possible.

Example: “When dealing with an angry customer, I start by listening attentively to understand why they are upset. I empathize by apologizing for any inconvenience caused and assure them I will address the issue. If emotions are running high, I would respectfully acknowledge their feelings before finding a quiet place to discuss matters constructively and identify a mutually acceptable solution. My priority is turning a frustrating situation around for the guest while remaining calm and composed throughout.”

4. How do you motivate your team and maintain high service standards?

As a people-focused business, employee satisfaction and customer satisfaction go hand in hand at Kimpton. Share how you boost team morale through open communication, leading by example, constructive feedback and celebration of wins. Discuss any techniques you’ve used to ensure consistent service delivery across your team.

Example: “I motivate my team by fostering an enthusiastic, supportive environment where people feel empowered to do their best work. Whether it’s taking time to understand personal goals or actively seeking input for improvement, I involve staff in shaping that positive culture. To maintain service standards, I model desired behaviors and reinforce them through coaching. Monitoring feedback allows me to recognize stellar service delivered by staff and also identify areas for additional training if needed.”

5. Tell me about a time you provided excellent customer service.

Use a specific example that demonstrates your hospitality skills and guest-focused mindset. Share details of the situation, actions you took and the outcome. Showcase abilities like interpersonal communication, quick thinking, going the extra mile and following up after.

Example: “Recently, we had a guest who was visiting our hotel for a job interview nearby the next morning. When I noticed his formal suit hanging, I realized it was badly wrinkled and he had an early breakfast meeting planned. On my own initiative, I had our housekeeping team press his suit and deliver it to his room that evening along with an ironing board, ensuring it would be ready for his important interview. The guest was incredibly grateful. This is one way I aim to deliver seamless, thoughtful service tailored to the guest’s unique situation.”

6. Why should we hire you over other candidates?

Use this opportunity to share two or three specific strengths or achievements that make you stand out. You could mention specialty experience like revenue management, achievements like employee of the quarter or traits like your passion for hospitality. Focus on what makes you the right fit for the role and reinforce how you can bring immediate value to the team.

Example: “With over 5 years’ experience in hotel guest services and a 98% satisfaction rating last year, I have a proven track record of creating personalized guest experiences. I’m also highly motivated to take on new challenges and continue developing my skills within Kimpton’s welcoming, growth-focused environment. My personable communication style enables me to build rapport with guests easily. I’m confident my customer-focused mindset and frontline expertise make me a strong candidate for excelling in this role.”

7. How would you handle an emergency situation at one of our properties?

As safety is paramount, interviewers want to know you can respond appropriately in high-pressure scenarios. Share how you would remain calm, take control swiftly, follow emergency protocols, communicate effectively with guests and team members, and prioritize safety above all else. Use an example if you have experience managing emergencies.

Example: “In an emergency, my top priorities are ensuring everyone’s safety and security while communicating clearly to prevent panic. I would immediately alert emergency services, activate fire/evacuation protocols if needed and direct guests towards safe exits and assembly points. With staff, I would remain calm and decisive in coordinating response efforts, designating people to assist any vulnerable guests. I would provide frequent updates to assure everyone so that we can successfully manage the situation.”

8. What qualities do you believe are important as a manager?

This question evaluates your self-awareness and understanding of effective management. Discuss strengths like clear communication, transparency, accountability, empathy, conflict resolution and leading by example. Share how you build trusting relationships and empower teams to develop. Back up with specific examples of demonstrating these qualities if possible.

Example: “Some of the most important qualities for any manager include strong communication skills, integrity and empathy. I believe in setting clear expectations while supporting team members to meet them. This involves active listening, customized coaching and mutual accountability. I find that being transparent about company goals while recognizing accomplishments creates trust and boosts morale. My aim is to lead by example, foster team collaboration and develop people to reach their full potential.”

9. How do you stay motivated in this demanding industry?

Show your dedication by sharing what fuels your passion in hospitality – whether it’s camaraderie with colleagues, pride in your work, variety of daily tasks or opportunity to help others. Discuss how you stay energized with examples like focusing on guest interactions, setting new learning goals, taking quick breaks or maintaining work-life balance.