The Secret Test in Hospitality Interviews: Would You Pick Up the Pen?

When you walk into a hospitality interview—whether at a luxury hotel, a resort, or a fine dining restaurant—you might think you’re being assessed on your CV, the way you answer questions, or how well you describe your achievements. And you are.

But that’s only the beginning.

The truth? Great hospitality interviews are designed to reveal who you are when you think no one is watching.

💡 The pen test: a real-life example

In their article How the world’s best hotels deliver exceptional customer experience, McKinsey shares the story of a hotel general manager who does something brilliant:

“Before strolling around the property with a prospective staffer, this GM strategically places a pen on the ground in a prominent spot—essentially littering. Only an applicant who has the instinct to pick up the pen can get hired. Bonus points are awarded for interviewees who greet guests along the way.”

Think about that.

🖊 The interview isn’t just happening in the room. It’s happening on the walk, in the corridor, in the small, unscripted moments.

✅ Did you notice the pen?
✅ Did you take responsibility for the space?
✅ Did you acknowledge guests?

That’s what hospitality leaders are watching for.

🤔 Why does this matter?

Because the world’s best hotels know what truly sets them apart—and it’s not just polished interiors or gourmet food.

As McKinsey puts it:

“While the physical product sets the stage, it is the culture of service excellence that brings the experience to life.”

And that service excellence comes from team members who:

💫 Take initiative
💫 Care about the environment around them
💫 Make guests feel seen

Your interview is designed to test if you have these instincts.

📝 What can you do as a candidate?

👉 Remember: You’re always “on” during an interview.

From the lobby to the lift to the meeting room, how you behave tells a story.

👉 Treat every guest, staff member, and space with respect.

Smile. Greet. Straighten a cushion. Pick up that pen.

👉 Show your hospitality mindset without being asked.

Top hotels don’t just want skills—they want heart, ownership, and awareness.

🌟 Final thought

If you’re interviewing for a hospitality job, know this: the real interview is happening in the spaces between the formal questions.

The best way to stand out? Don’t act like a hospitality professional. Be one.