Being a concierge requires a unique blend of customer service skills, local knowledge, and the ability to handle a variety of tasks simultaneously. If you’re preparing for a concierge interview, it’s beneficial to anticipate questions you may be asked and think about your responses. This article provides you with some of the most common concierge interview questions and guides you in framing your responses effectively.
| Job Description | A Concierge assists hotel guests by performing various tasks such as making restaurant reservations, booking hotels, arranging for spa services, recommending night life hot spots, booking transportation (like taxi, limousines, airplanes, boats, etc.), coordinating porter service (luggage assistance request), procuring tickets to special events, and assisting with various travel arrangements and tours of local attractions. |
| Skills | Excellent communication skills, Problem-solving skills, Customer service skills, Organizational skills, Ability to multitask, Knowledge of local businesses and attractions, Ability to handle stressful situations, Computer literacy |
| Industry | Hospitality, Travel, Tourism |
| Experience Level | Entry level to Mid level |
| Education Requirements | High school diploma or equivalent. Some positions may require a degree in hospitality or a related field. |
| Work Environment | Concierges typically work in hotels, resorts, and luxury residential buildings. They often work at a desk in the lobby of a hotel or residential building, but they might also assist guests and residents from a concierge lounge. Their work often involves interaction with people, and the hours can be irregular, with nights, weekends, and holidays frequently involved. |
| Salary Range | $22,000 to $40,000 annually |
| Career Path | Concierges typically begin their career at the front desk or in customer service roles within the hospitality industry. With experience and excellent performance, they may advance to higher level concierge positions, supervisory or managerial roles. Some concierges may also choose to specialize in a particular area, such as travel concierge, or pursue roles in event planning or public relations. |
| Popular Companies | Marriott International, Hilton Hotels & Resorts, Hyatt Hotels, InterContinental Hotels & Resorts, Four Seasons Hotels and Resorts |
Concierge Interview Questions
Can you describe a situation where you went above and beyond for a guest?
How to Answer:
In your response, focus on a specific situation where you exceeded the guest’s expectations. Describe the context, the actions you took and the positive outcome. This will demonstrate your commitment to providing exceptional service.
Example:
In my previous position at a boutique hotel, a guest arrived late in the night and was exhausted from a long journey. He mentioned that he had been traveling for work and had not had a chance to eat. Even though our kitchen was closed, I arranged for a meal from a nearby 24-hour restaurant. The guest was extremely grateful and later left a positive review about his experience.
How would you handle a situation when hotel guests ask for recommendations on local attractions or dining options?
How to Answer:
The interviewer wants to know how well you know the local area and if you can provide personalized recommendations to guests. Highlight your knowledge of the local area, your ability to listen to the guest’s preferences, and your ability to make appropriate recommendations based on that. It’s also important to demonstrate your willingness to go the extra mile to provide information or make reservations on behalf of the guest if needed.
Example:
If a guest asked for a recommendation, I would first ask about their preferences in terms of cuisine or the type of attraction they’re interested in. If they’re unsure, I would offer a range of options based on the most popular local attractions or dining establishments. I would also be prepared to provide directions, help with reservations, or provide additional information on each recommendation. I believe it’s important to not only provide recommendations but to also facilitate a seamless experience for the guest.
How would you handle a situation where a guest is upset because their room isn’t ready upon their arrival?
How to Answer:
The interviewer is looking for your problem-solving skills and your ability to stay calm under pressure. Start by explaining how you would empathize with the guest and apologize for the inconvenience. Then, describe the steps you would take to resolve the situation, such as offering to store their luggage, suggesting they explore the hotel facilities or local area, or offering a complimentary service or discount.
Example:
I would first apologize to the guest for the inconvenience and reassure them that we are doing our best to have their room ready as soon as possible. I would then offer to store their luggage securely and suggest they might like to relax in our lounge or explore the local area. If the delay is significant, I would liaise with my manager to see if we could offer a complimentary service or discount as a gesture of goodwill.
How do you stay organized and manage your time when dealing with multiple requests from guests?
How to Answer:
The interviewer wants to understand your organizational and time management skills. Explain the strategies you use to stay organized, such as using a system or tool for tracking requests, and how you prioritize tasks based on urgency and importance. Also, mention any experience you have multitasking in a fast-paced environment.
Example:
I use a digital task management system to keep track of all guest requests. This allows me to see all tasks at a glance and prioritize them based on urgency and importance. I also use a color-coding system to quickly identify which tasks are pending, in progress, or completed. In my previous role, I had to juggle multiple requests at once, especially during peak hours. I was able to manage this by staying organized and focusing on one task at a time, while keeping an eye on other pending tasks. This approach helped me to efficiently serve our guests and ensure their satisfaction.
Ace Your Concierge Interview
Our guide helps you succeed with:
- Expert tips and strategies
- Real-world examples
- AI-powered practice
What strategies would you use to handle difficult or demanding guests?
How to Answer:
When answering this question, it’s important to show that you have strong interpersonal skills and a professional approach to handling difficult situations. Discuss your ability to stay calm and patient, even when dealing with demanding guests. You should also mention your problem-solving skills and ability to think quickly to resolve issues. If you have a specific example of a time you successfully handled a difficult guest, use this to illustrate your answer.
Example:
In my previous role, I often dealt with demanding guests. I found that the most effective strategy was to remain calm, listen to their concerns, and apologize where necessary. I would then use my problem-solving skills to find a solution to their problem. For instance, there was a time a guest was unhappy with their room due to noise from nearby construction. I apologized for the inconvenience, and quickly arranged for them to be moved to a quieter room. I also offered them a complimentary meal in our restaurant as a goodwill gesture. The guest was satisfied with this solution and left a positive review of their stay.
How would you handle a situation where a guest has lost an important item and they are unsure of where they might have left it?
How to Answer:
In your answer, emphasize your problem-solving skills, empathy, and the steps you would take to help the guest. This could include checking lost and found, contacting housekeeping, or even reviewing security footage if necessary. Show that you would remain calm, reassure the guest, and do everything possible to help them find their lost item.
Example:
First, I would assure the guest that we will do everything possible to locate the lost item. I would then ask them to describe the item and where they think they might have left it. I would check our lost and found immediately. If the item is not there, I would contact housekeeping and any other relevant departments. If the item is still not found, I would review any security footage, if possible, and if the guest is comfortable with that. Throughout this process, I would keep the guest updated and do my best to alleviate their stress.
Describe a situation where you had to use your language skills to assist a guest?
How to Answer:
In your response, provide specific examples of when you have had to use your language skills to assist a guest. Illustrate your ability to communicate effectively in different languages and how you were able to leverage this skill to enhance the guest’s experience. It’s also beneficial to show your problem-solving skills and adaptability in these situations.
Example:
I worked in a hotel where we frequently had guests from Japan and China. I am proficient in both Japanese and Mandarin. On one occasion, a Japanese guest needed assistance with finding a local pharmacy but had difficulty communicating this in English. I was able to converse with him in Japanese, understand his needs, and provide him the directions in his native language. He was very appreciative and mentioned that it made him feel more at home during his stay.
Tell me about a time when you had to handle a guest’s request that was outside of your typical responsibilities. How did you handle it?
How to Answer:
The interviewer wants to know how resourceful and creative you can be in fulfilling a guest’s request, even if it falls outside of your typical responsibilities. You should describe a specific situation where this happened, explain what the guest’s request was, how you evaluated the situation, and what actions you took to fulfill the request. You should also mention the outcome and what you learned from the experience.
Example:
Once, a guest wanted to propose to his girlfriend and asked for my help to set up a romantic dinner on the hotel rooftop, which was typically not accessible to guests. I acknowledged the importance of the occasion and promptly discussed it with the hotel management. We managed to get special permission for the event. I then coordinated with the hotel staff to set up a romantic dinner setting, complete with the guest’s requested flowers and candles. The proposal was a success, and the couple was extremely grateful. This experience taught me that going the extra mile to meet a guest’s request can significantly enhance their experience.
How do you ensure you provide consistent quality service to all guests?
How to Answer:
The interviewer wants to learn about your customer service skills and how you maintain high standards of service. Discuss your strategies for ensuring consistent quality service. This could include actively listening to guests’ needs, being proactive in solving problems, staying updated with information about the hotel and surrounding area, and regularly seeking feedback from guests. Demonstrate your commitment to providing exceptional customer service.
Example:
I believe consistency is key in providing quality service. To ensure this, I always start by actively listening to guests to understand their needs. I also make it a point to stay updated with all the necessary information about the hotel and the surrounding areas, so I can provide accurate and helpful information. Additionally, I always follow up with guests to ensure their needs were met and to get feedback. This helps me understand where I can improve. Finally, I always maintain a positive and professional attitude, regardless of the situation, as I believe this greatly affects the guest’s overall experience.
What methods do you use to keep yourself updated about the local events, attractions and the city life?
How to Answer:
The interviewer wants to know if you are proactive and resourceful in gathering information that can help enhance the guest’s experience. Discuss your strategies for staying informed about the local area such as checking local news, attending community events, networking with local businesses and using digital resources. Highlight your enthusiasm for the role and your commitment to providing guests with the most accurate and up-to-date information.
Example:
I believe that as a concierge, it’s important for me to be the go-to resource for the guests about the local area. I regularly check local news, follow local businesses on social media and subscribe to events calendar. I also make it a point to visit local attractions and restaurants myself, so I can provide first-hand recommendations. Additionally, I’ve built a good network with local businesses and event organizers that often provide me with updates and exclusive information.
Download Concierge Interview Questions in PDF
To make your preparation even more convenient, we’ve compiled all these top Concierge interview questions and
answers into a handy PDF.
Click the button below to download the PDF and have easy access to these essential questions
anytime, anywhere:
A good resource with insightful content and examples that are relateable to the sector.