1 day after the online job application, I got a phone interview, in which they asked why I left the last company, and if you are ok to take shifts, real simple questions. After that i was asked to go to the office for an face-to-face interview The actual interview was easy but long. There were HR ladies and just me. It appeared to me that they weren't playing the 'good cop, bad cop game' but 'just two bad cops'. I wasn't sure if it is my nationality controversy in this case or maybe they just had a bad day. First part was self-introduction (which they didn't care to let me finish talking). Second part was questions from the CV I provided. They asked about what I did at the previous work, then somehow I do get lots of negative responses. (like 'the example you gave isn't what 'going for extra mile means') things like this. Then there were two tests, one is spontaneous role play. I got a scenario which a customer was not satisfied with the hotel room he booked and request Booking to do something. In this part they probably want to see how you interact with customers and the way you solve customer complains. You don't have to consider any Booking.com policy so it should 100% depend on your own creativity. (Saying that, the HR lady still questioned my solution afterwards.) Followed by the role play are the written tests. I got one in English and one in my native language. They were customer complain emails and you will have to reply them in the required language in 40 mins. Still, they reminded me I do not have to worry about the SOP or policy, the main target is to get to know my grammar, spelling and language skills, basically. It was not a difficult interview for someone has done customer related job or previous hotel staff. Just remain calm and show them your passion I guess that's about it.