1.

Introduce yourself
 Hi …, my name is Hai (people call me Lucas). I have about 4 years’ experience
working in the hospitality industry. I worked as Chef (and Barista coffee). I also
have 4 years’ experience working in cleaning services (hotel housekeeping and
public cleaning). I studied and worked in Tasmania since 2017, and now I move to
Melbourne to settle down, so I am looking for a job to make a living now.

2. Why did you apply for this job?

 Well, I have many years’ experiences working in hospitality industry (cleaning
services). I am looking for job and I saw this job advertise, so I did some research
about the company. Information that I get from the website are this is a good
company; excellent workplace environment and the company is very supportive
to staff therefore I apply for this position.

3. Why did you choose “Company name” ? (same answer Q2)

4. What do you know about the company?
 I only got some basic information about the company on website. I will learn
more about the company and the culture if I have an opportunity to work
here.

5. What does a good customer service mean to you?

 Customer service is a very important skill when working in hospitality
industry (cleaning services).
 For me, a good customer service means always come with a smile in face.
 It also means providing timely service to the customers
 Ensure customer needs are met.
 Finally, make sure customers feel welcome, friendly, happy with our services
so that they will recommend our company to their friends, their family and
they want to come back again and again.

6. What do you think is important for a good customer service or when serving a
customer? Answer same Q5

7. Describe a time when you have given an exceptional customer service?

I have given many exceptional customer services.
a. Restaurant
b. Hotel

8. Describe a time when you were get caught in peak time/busy hours, what did you
do to overcome it and ensure best performance?
 My multitask skill helps me a lot to deal with this situation.
 Stay calm.
 Keep stress under control by prioritise the task what need to be done first.
  When I know what I need to do first, and where I should begin with. I just do
step by step to solve the problem.
(An example: One day when I was working at the restaurant during busy hours: we
had many dine in and take away orders, also have many uber delivery orders coming
in at the same time.
So in that situation, I took a deep breath to stay calm and keep the stress under
control. I then make use of the delay option on Uber app to organise their orders
being prepared last without making customers angry. Make sure dine in orders and
take away orders at the store will be done first.
As the result, all the customers were very happy and we received many good reviews
online and sale increase. )

9. If you were to receive the job offer, what approach would you use to start learning
and working?
 I am a person willing to learn new things/new skills.
 During training time, I try to ask as many questions as possible to make it
clear.
 Ensure best work performance later on.

10. What would you do if/ describe a time when you get into a conflict with a co-
worker/colleague?
 To be honest, I have never had conflict with co-worker.
 However, in the future if I get into a conflict with co-worker.
i. First of all, I will try to stay calm and discuss with that person about
the problem
ii. Then, I will try to listen and understand their point of view
iii. After that, if we could not solve the problem by ourselves, so I may
ask the guy and me to get advice from manager due to I reckon the
manager who has many years work experiences so they may have a
different better solution for us to deal with the issue.
iv. At the end, I will find a suitable time to have a discussion with the co-
worker, explain to the guy as much as possible to keep our good work
relationship.

11. If you finish your tasks and you see a colleague is busy doing their task, what
would you do?
 When I am available and my co-worker seems to have too many things to do.
I would first ask that co-worker if there is anything I could help and start from
there. I don’t want to jump in and do the tasks without asking them first
because It might be ruin their process.

12. How would you approach a busy situation when you have many things to do?
(Giong cau 8)
 Stay calm, Keep Stress under control, Prioritise tasks what need to be done
first.
 Ask for help from co-worker, Sup, Manager (because we are work in a team).
13. What do you consider to be your strength?
 Multitask skill.
 Good customer services.
 Reliable person.
 Time management.
 Work hard and willing to learn new things.

14. What do you consider to be your weakness?

Less experience in Accounting