✅ Must-Ask Core Questions (always include these)
1. “Tell me about your past experience with hospitality, customer service, or VA work.”
Great Answer: Clear examples of guest/customer support roles, shows reliability and communication skills. Bonus if they mention STRs or OTAs (Airbnb, VRBO). 2. “Pretend I’m a guest asking: ‘What time is check-in?’ How would you reply?”
Great Answer: Polite, clear, warm tone. Uses natural English. Mentions sending check-in details or template. 3. “A guest messages at midnight saying they can’t access the property. What’s your first step?”
Great Answer: Mentions checking PMS for access info, sending lock code instructions, escalating if unresolved. Stays calm and guest-oriented. 4. “Do you have backup internet and power if something goes down?”
Great Answer: Yes, with specifics (second ISP, mobile hotspot, generator, co-working space). Shows preparedness. 5. “Why do you want to work with us long-term?”
Great Answer: Speaks about growth, stability, and being part of a team, not just “needing money.” 🔎 Additional Questions (pick 3–5 based on your needs)
Communication & Skills
“How would you explain Wi-Fi instructions to a guest who isn’t tech-savvy?” Great Answer: Simple, step-by-step, friendly. Avoids jargon. “Have you worked with PMS systems (Hostaway, Guesty, Hostfully) before?” Great Answer: Familiarity is a bonus, but willingness to learn + examples of learning new systems is key. Problem-Solving
“A cleaner reports a property wasn’t left as expected — how would you handle this?” Great Answer: Calm, confirms details, escalates per SOP. Focuses on solutions not blame. “What would you do if you didn’t know the answer to a guest’s question?” Great Answer: Says they’d check SOPs first, then escalate to manager, rather than guessing. Availability & Work Style
“What does your typical workday look like?” Great Answer: Shows consistent schedule and strong work ethic. “Are you comfortable working US time zones?” Great Answer: Clear “yes,” with flexibility. 🌱 Culture Fit Questions (choose at least 2)
“Tell me about a time you solved a difficult problem for a customer.” Great Answer: Shares a specific story, shows empathy, resourcefulness, professionalism. “How do you like to receive feedback?” Great Answer: Open to feedback, welcomes coaching, doesn’t get defensive. “What motivates you to do great work?” Great Answer: Mentions pride, responsibility, team contribution (not just money). “What kind of manager do you work best with?” Great Answer: Describes clear communication, fairness, accountability. 
Interview Questions Sheet