Concierge Interview Questions

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What makes a concierge excel at their job? See answer
Could you please describe a time you went above and beyond the expectations of a concierge to meet the needs of a guest? See answer
Concierges are often asked to help guests figure out how to spend their free time in an area. How would you make recommendations? See answer
What does confidentiality mean to you, and how would you handle it as a concierge in our establishment? See answer
How do you perceive a typical day as a concierge? See answer
How would you respond to a guest who made a request that you didn’t know how to fulfill?
Name some of the top restaurants and entertainment venues in the area with suggestions on how a guest could get to those locations from our hotel.
What would you do if you recommended a restaurant to a guest and they returned to the hotel saying that the restaurant was closed?
How do you fill your time during slow seasons where there aren’t as many guests in the hotel asking for assistance?
Guests rely on the concierge’s advice to get the most out of their limited time staying our area. How do you determine if an attraction or event was worthwhile to recommend to guests?
What would you do if a guest made a request for tickets to an event and you were unable to secure them in time?
How do you keep track of each guest’s interests and preferences to maintain their discretion and give relevant suggestions?
What would you do if you were in the middle of helping one guest and someone who looked like they were in a hurry queued up behind them?
How would you respond to a hotel guest who was asking you to do something outside of your job description if you weren’t already busy with a guest?
Do you have experience handling customer complaints and calming down frustrated clients?

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6 Concierge Interview Questions and Answers

Q:

What makes a concierge excel at their job?

A:

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

Example:

“A top-notch concierge is a combination of Google Local and a personal assistant. The right concierge makes every guest feel like the only guest or at least a VIP.”

Q:

Could you please describe a time you went above and beyond the expectations of a concierge to meet the needs of a guest?

A:

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

Example:

“I worked in a nursing home, and many nights I stayed on after my shift to stay up with a terminally ill client until their loved one arrived in the morning.”

Q:

Concierges are often asked to help guests figure out how to spend their free time in an area. How would you make recommendations?

A:

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

Example:

“I would first ask what each family member enjoys and what they’ve seen here so far. Then, I would suggest other options nearby that I think they would like.”

Q:

What does confidentiality mean to you, and how would you handle it as a concierge in our establishment?

A:

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

Example:

“I worked in a bank, maintaining strict confidentiality under penalty of law. I believe that, unless someone’s breaking the law, people deserve privacy.”

Q:

How do you perceive a typical day as a concierge?

A:

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

Example:

“If no guest needs my help, I’d see if anything in the facilities needs attending. Otherwise, I’d ask the staff if they’re shorthanded or behind in any way and can use my help.”

Q:

How would you respond to a guest who made a request that you didn't know how to fulfill?

A:

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

Here is one sample answer to this question:

Example:

"I'd first make sure that I understood their request and assure them that I would start researching their question right away. Even if the question was strange, I'd keep a calm and friendly demeanor. Everyone has different needs and I'd never judge a guest for a request."

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