At their best, a concierge is a guide and facilitator. They guide guests to getting their needs of the moment met as completely and expeditiously as possible and, when appropriate, help make that happen. A quality concierge should know everything possible about both the hotel and its surrounding area. The best can predict their guests’ needs before being asked to help fulfill them. What to look for in an answer:

• Intimate knowledge of the establishment and surrounding area
• Customer service background and experience
• Empathy in assessing others’ needs before they arise

Beyond their basic daily duties, a concierge is often required to respond positively and helpfully to spontaneous and seemingly random requests. They must therefore be able to improvise and come up with creative solutions to problems on a moment’s notice without casting judgment. Hearing examples of a candidate extending themselves beyond expectations reveals a candidate’s capacity to place service and hospitality over preconceived limits of duty. What to look for in an answer:

• Selflessness and a willingness to extend oneself to others
• Creative problem solving and ability to improvise
• Patience, tolerance and respect

Besides just knowing the area, a concierge should also understand different types of people and gauge what they may enjoy. They shouldn’t be afraid to ask questions to help glean the information necessary to provide an accurate response. They should also be cognizant of all that’s involved in a day’s entertainment, including dining and transportation concerns. What to look for in an answer:

• Strong interest in people’s enjoyment and satisfaction
• Broad and eclectic knowledge and experience of an area’s offerings
• Cognizance of special needs like transportation, cost and children’s concerns

A concierge is privy to a great deal of personal information about the guests and therefore must be trustworthy with that private data. It would help to know a candidate has experience being entrusted with confidential or protected information. At the least, they should understand the importance of respecting people’s privacy and using the utmost discretion in handling that information, including in communicating with colleagues and others. What to look for in an answer:

• Personal and professional integrity
• Powers of discernment and discretion
• Respect for the privacy of others and the confidentiality of their personal information

There are two basic types of concierges: those who linger in the reception area waiting to be asked for assistance and those who search actively for things they can do to make the guest experience even better. Obviously, you are seeking the latter. There should be no quiet periods in their day. Rather, there should be periods helping guests directly and periods proactively improving the facilities and services. What to look for in an answer:

• A proactive, go-getter attitude
• An aversion to laziness and lethargy
• An awareness of all the small tasks that can make hospitality better

Concierges work to assist guests by connecting them with local services that they might need, including both practical needs and entertainment. While many of their guests will have the same general requests, some may be visiting for a unique reason or have unconventional needs. Concierges should be resourceful enough to assist guests even if they aren't directly prepared to answer their request right away. A good answer will feature:

• Problem-solving skills
• Politeness, tact and respect for the guest
• Dedication to providing excellent customer service and fulfilling requests