The Top 25 Extended Stay America Interview Questions To Prepare For

Long Term America is one of the biggest hotel chains in the United States, and it’s hard to get hired there. With more than 650 locations across the country, Extended Stay America is a great place for people who work in hospitality to advance their careers.

You need to do great in the interview, though, to get in. This means getting ready very well to show off your skills, experience, and suitability for the job. This complete guide will give you the top 25 most common Extended Stay America interview questions, along with example answers to help you come up with great ones.

Overview of Extended Stay America

Before diving into the questions, let’s briefly discuss Extended Stay America and what they look for in candidates:

• Extended Stay America has been around since 1995 and is based in Charlotte, North Carolina. They offer cheap long-term lodging.

• They operate over 650 mid-priced extended-stay hotels across the US and employ over 8,000 people.

• The company focuses on providing spacious suites with fully equipped kitchens for travelers seeking temporary housing.

• Extended Stay America values customer service, efficiency, attention to detail, and the ability to work in a fast-paced environment.

• They hire for both corporate and hotel-level roles like housekeeping, front desk, maintenance, sales, IT, HR, and more

Most Common Extended Stay America Interview Questions and Answers

Now let’s look at some of the most frequently asked Extended Stay America interview questions along with sample responses

1. Why do you want to work for Extended Stay America?

This question gauges your interest in the company. The interviewer wants to know what attracts you specifically to Extended Stay America.

Sample Answer I am drawn to Extended Stay America for several reasons. Firstly, I admire your unique focus on extended stay experiences and how you’ve made temporary housing comfortable, affordable, and convenient for travelers. Additionally, your commitment to service excellence aligns with my passion for hospitality I also appreciate your investments in employees through training and development programs. Most importantly, I’m excited by the opportunity to advance my career with an industry-leading company like Extended Stay America. This role is an excellent fit for my skills and experience, and I’m confident I can contribute to your continued success.

2. What do you know about our company and how we differ from traditional hotels?

They want to assess your knowledge about Extended Stay America’s offerings, target audience, and position in the hospitality market.

Sample Answer: From what I understand, Extended Stay America provides furnished suites with fully-equipped kitchens designed for longer-term stays, unlike traditional hotels that cater to short-term travelers. Your properties are ideally suited for project workers, military members, business travelers, and those in transition needing temporary accommodations for weeks or months. A key difference is the enhanced amenities you provide, like laundry facilities, free Wi-Fi, grab-and-go breakfast, and grocery delivery options that add convenience and comfort to extended stays. Moreover, your nationwide presence and loyalty program create a consistent and affordable extended stay experience for your guests across the country.

3. How would you handle an unhappy or frustrated customer?

This question tests your approach to diffusing tense situations and resolving issues to improve customer satisfaction.

Sample Answer: When facing an unhappy customer, I would first empathize with them and apologize for the inconvenience while remaining calm and professional. I would let them explain the situation and vent their frustrations while actively listening to understand the source of the issue. Then I would thank them for bringing the problem to my attention and assure them I will do everything I can to make things right. My next step would be to offer solutions within my abilities or expedite the issue to the appropriate department if required. Throughout the process, I would maintain transparency by keeping the guest updated on progress. My goal would be turning a negative situation into a positive experience by not only fixing the problem but exceeding expectations through prompt, caring service recovery.

4. How do you ensure rooms meet our standards for cleanliness and maintenance?

This assesses your diligence regarding quality control and adherence to procedures.

Sample Answer: I take great pride in ensuring rooms meet established cleanliness and maintenance standards. Firstly, I follow checklists closely when cleaning, inspecting everything from bedding to kitchenettes thoroughly. I immediately report any maintenance issues like appliance malfunctions or plumbing problems to supervisors, and follow up to ensure prompt repairs. I also proactively look for ways to improve procedures – whether it’s suggesting more ergonomic tools or more effective cleaning solutions. Additionally, I perform random quality checks on rooms serviced by other staff to provide feedback and ensure consistency. I believe attention to detail and taking personal responsibility are key to upholding high standards.

5. Give an example of when you provided excellent customer service in a previous job.

They want behavioral examples that prove your commitment to hospitality and ability to create memorable experiences.

Sample Answer: As a front desk agent at my previous hotel, I once had a guest who was disappointed that we didn’t have the specific room type she booked available upon check-in due to an unexpected maintenance issue. While apologizing for the inconvenience, I offered to upgrade her to a premier suite at no extra charge for the duration of her stay. Additionally, I proactively had housekeeping deliver a complimentary fruit basket and bottled water to her room to help ease frustrations. When the guest returned later to the front desk, she was so satisfied that she left a positive review and complimented my service specifically. This experience demonstrated that going above-and-beyond to exceed expectations can turn dissatisfaction into delight.

6. Tell me about a time you successfully handled a difficult situation at work.

They are assessing your problem-solving skills and grace under pressure.

Sample Answer: As the morning supervisor, I once arrived to find that half of our staff had called in sick. We were already fully booked for the day with check-ins and check-outs. I immediately contacted our off-duty staff members, many of whom fortunately agreed to come in on short notice. For those unavailable, I took on extra duties like running shuttle trips to the airport. At the front desk, I ensured we prioritized checking in rewards members first as an apology for delays. My team and I managed to get through the morning rush without major complaints by working together, staying calm, and keeping guests updated. It taught me a lot about adapting on the fly through effective communication, delegation, and teamwork.

7. Describe your workflow when cleaning and preparing a vacated room for the next guest.

They want to hear the methodical steps you take to ensure rooms are fully ready for new occupants.

Sample Answer: When cleaning and preparing a room, I first open windows to air out the room while I strip used linens and start washing any dishes left behind. Next, I begin thoroughly cleaning from top to bottom – dusting overhead vents and light fixtures, wiping surfaces and appliances, sweeping floors and vacuuming carpets and upholstery. Once finished, I meticulously inspect the room, test appliances and electronics, restock any supplies, and take out trash bags. After completing cleaning tasks, I move on to preparing the room by making beds with fresh linens, ensuring all furniture and décor items are arranged neatly, then doing a final walkthrough to confirm everything is in perfect order before reporting it ready for the next guest.

8. How do you prioritize when handling multiple tasks or requests?

This question tests your time management skills, ability to multitask, and decision-making.

Sample Answer: When juggling multiple tasks, I always prioritize based on urgency and importance. For example, time-sensitive requests like a maintenance emergency or guest locking themselves out of a room take top priority. High-importance but less urgent tasks like preparing arrival packages go next. General cleaning and restocking duties are done as time allows in between. When possible, I also identify tasks that can be delegated to free up time for higher priorities. Throughout, I re-assess and re-prioritize as new requests come in. The key is staying organized, communicating delays, and never losing sight of what’s most crucial in that moment.

9. Tell me about a time you had to be flexible to changing priorities. How did you handle this?

They want an example of your adaptability when plans or procedures change.

Sample Answer: I recall an instance when halfway through my shift, several staff members became ill and had to leave early. Just as we were adjusting to being short-staffed, we learned a large groupbooking would be checking in several hours ahead of schedule. I quickly re-prioritized my duties, postponing less critical tasks. I also volunteered to work late and come in early the next day to help get rooms ready. When the group arrived early, I checked them in swiftly and helped shuttle their luggage to rooms while our limited staff worked to get rooms prepared as fast as possible. It required flexibility, but by adapting together, we provided excellent service despite the unexpected changes thrown our way.

10. How do you ensure security and safety procedures are followed at all times?

This assesses your understanding of security risks and your vigilance regarding policies.

Sample Answer: I take great care to follow all security and safety procedures diligently at all times. I familiarize myself inside-out with all protocols related to access controls