Interview

17 Concierge Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from a concierge, what questions you can expect, and how you should go about answering them.

Do you have what it takes to provide top-notch customer service to the rich and famous? If you’re thinking about a career as a concierge, the first step is to ace the interview. Concierge interview questions will vary depending on the establishment, but most will focus on your customer service skills, knowledge of the local area, and experience in the hospitality industry.

To help you get started, we’ve put together a list of common concierge interview questions and answers. Review the questions and answers below, and then start practicing your responses so you can shine when you’re interviewed for your dream job.

Are you comfortable working with a diverse range of people?

The concierge is often the first person a guest sees when they arrive at an establishment. The interviewer wants to know if you can work with people from different backgrounds and cultures, as well as how you would handle any potential conflicts that may arise.

Example: “I have worked in several establishments where we had guests of all ages and nationalities. I enjoy working with people from different backgrounds because it gives me the opportunity to learn about new cultures. In my last position, I was able to help a family who spoke another language find their way around our hotel. It was rewarding to be able to assist them.”

What are some of your favorite hobbies outside of work?

Employers ask this question to learn more about your personality and interests. They want to know if you will fit in with the rest of their team, so they may also ask questions about what you like to do outside of work to get a better idea of who you are as a person. When answering this question, try to think of hobbies that show off your personality or skills.

Example: “I love to cook, so I am always looking for new recipes to try out. I also enjoy reading, so I have subscribed to several different book clubs. I find it relaxing to curl up on the couch with a good book after a long day at work.”

How would you handle a situation where a guest was upset about something?

As a concierge, you may encounter situations where guests are upset about something. Employers ask this question to make sure that you have the interpersonal skills necessary to diffuse these types of situations and keep them from escalating. In your answer, explain how you would use your communication skills to help the guest feel better. Share an example of a time when you helped someone in a similar situation.

Example: “If a guest was upset with me or another member of the staff, I would first try to calm them down by listening to what they had to say. If they were still upset after I listened to their concerns, I would apologize for any inconvenience we caused. Then, I would find out exactly what they wanted so that I could fix it as quickly as possible. For instance, if a guest was upset because they couldn’t get into their room, I would offer to give them a different room at no extra charge.”

What is your favorite part about being a concierge?

Employers ask this question to learn more about your personality and what you enjoy doing. They want to make sure that the position is a good fit for you, so they may also be looking for reasons why you would stay with their company for a long time. When answering this question, think of something specific about being a concierge that makes you happy.

Example: “My favorite part about being a concierge is helping people have an amazing experience at our hotel. I love making connections between guests and local businesses or attractions, and seeing how excited they are when they return to tell me how everything went.”

Provide an example of a time when you went above and beyond for a guest.

This question is a great way to show the interviewer that you are willing to go above and beyond for your guests. It also shows them how much you care about their experience at the hotel. When answering this question, it can be helpful to think of an example from your previous job or one that you would do if you got hired.

Example: “At my last job, I had a guest who was celebrating her birthday while staying with us. She asked me what we could do to make her stay more special, so I went around the hotel asking other employees if they could sing happy birthday to her when she checked in. They all agreed, and when she came back to her room after dinner, there were several staff members singing happy birthday to her.”

If a guest asked you for restaurant recommendations, what criteria would you use to make your recommendation?

An interviewer may ask you a question like this to assess your customer service skills and how well you can use them to help others. Your answer should show that you are willing to go above and beyond for guests, even if it means spending time researching restaurants in the area or asking other employees about their favorite places to eat.

Example: “I would first find out what kind of food they prefer and whether they have any dietary restrictions. Then I would look at our hotel’s restaurant options and see which ones offer similar cuisines. If there aren’t many options within the hotel, I might call around to nearby restaurants to see if they’re willing to give us a discount on large orders.”

What would you do if you saw a hotel employee behaving inappropriately toward a guest?

An interviewer may ask this question to assess your ability to intervene in a situation that could negatively impact the hotel’s reputation. In your answer, explain how you would handle the situation and emphasize your commitment to upholding the company’s values and policies.

Example: “If I saw an employee behaving inappropriately toward a guest, I would first approach them privately to let them know their behavior was unacceptable. If they didn’t change their behavior after my initial conversation with them, I would report it to my manager so they can take appropriate action. As a concierge, I am committed to providing excellent customer service to all of our guests, and I want to ensure that we maintain a safe and positive work environment for everyone.”

How well do you know the local area?

The interviewer may ask this question to see how familiar you are with the area where the hotel is located. They want to know that you can help guests find local attractions and restaurants, as well as answer any questions they have about the area. In your response, try to mention a few popular places in the area and explain why they’re popular.

Example: “I grew up in this city, so I am very familiar with all of the best attractions and restaurants. There’s a great seafood restaurant on the coast called The Crab Shack that has amazing views of the ocean. It’s one of my favorite places to go when I’m looking for a nice dinner out. Another place locals love is the Farmer’s Market downtown. You can get fresh produce from local farmers and shop for handmade goods.”

Do you have any experience working with hotel software systems?

The interviewer may ask this question to learn more about your experience with the technology used in their hotel. If you have worked with a specific system before, share what you know about it and how comfortable you are using it. If you haven’t worked with any systems, you can explain that you’re willing to learn new software if hired.

Example: “I’ve never worked with the software system at my previous job, but I’m very familiar with the basics of the platform. I would be happy to take some time to learn the system here if needed.”

When planning activities or events for guests, how do you determine what would be interesting or appealing?

The interviewer may ask you a question like this to assess your customer service skills and how well you can plan activities or events for guests. Use examples from previous experience in which you helped customers find interesting things to do, such as visiting local attractions or planning special occasions.

Example: “I always try to learn about the interests of my guests so I can recommend fun things to do while they’re staying at the hotel. For example, when I had a family with two young children stay at our hotel, I asked them what their favorite movies were and then looked up some nearby places that would be fun for kids to visit based on those movies. The family really enjoyed going to all of those locations.”

We want to improve our customer service scores. What ideas do you have for ways we could do this?

Customer service is a major part of the concierge’s job. Employers ask this question to see if you have any ideas for improving their customer service scores. In your answer, share two or three ways that you could help improve the hotel’s customer service scores. Explain how these changes would benefit customers and increase revenue.

Example: “I think one way we could improve our customer service scores is by having more staff available during peak hours. This would allow us to provide better service to guests who need assistance. Another idea I have is to offer discounts on certain days of the week. For example, we could offer a discount on spa services on Mondays. This would encourage people to come back to the hotel again.”

Describe your personal philosophy on customer service.

Interviewers ask this question to learn more about your customer service philosophy and how it applies to the role. They want to know that you understand what good customer service looks like, so they can be sure you’ll provide excellent service for their hotel guests.

Example: “I believe in treating every guest as if they are my only guest. I always greet them with a smile and make eye contact when speaking to them. I listen carefully to their needs and try to exceed their expectations by going above and beyond. For example, if they need directions to a restaurant, I will write down the address for them or even call ahead to ensure there is a table ready for them.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. To answer this question, think of a few skills or experiences that make you unique from other candidates. You can also mention any certifications you have.

Example: “I am the first person in my family to go to college, so I understand what it’s like to be lost in the system. I know how important it is to help people find resources they need, which is why I would love to work as a concierge. In addition, I have experience working with computers and databases, so I could easily create reports for guests.”

Which hotel chains do you have experience with?

This question is a great way for employers to learn about your experience level. If you have only worked at one hotel, consider applying to other hotels in the same chain. This shows that you are willing to work hard and adapt to new environments.

Example: “I have worked exclusively at The Grand Hotel since I graduated from college. However, I am open to working at any hotel with a five-star rating.” Interviewers may appreciate this answer because it shows that you are committed to excellence and want to continue learning. It also gives them an idea of what kind of employee you would be if they decide to hire you.

What do you think is the most important aspect of a positive hotel experience?

This question is an opportunity to show the interviewer that you understand what makes a guest feel welcome and appreciated. A good answer will include several aspects of customer service, such as hospitality, friendliness and helpfulness.

Example: “I think it’s important for guests to feel welcomed when they arrive at the hotel. I always make sure to greet them with a smile and offer assistance if they need anything. Another thing I find important is making sure that all their needs are met while they’re staying with us. For example, if they want extra pillows or towels, I’ll be happy to get those for them.”

How often do you think a concierge should update their local area knowledge?

This question can help an interviewer understand how often you plan to stay up-to-date on the latest happenings in your community. It also helps them determine if you have a realistic schedule for keeping up with this task. In your answer, try to explain that you will be diligent about staying informed and providing excellent customer service.

Example: “I think it’s important to keep my local area knowledge current at all times. I’ll do this by reading the news daily, following social media accounts of popular businesses and organizations in the area and subscribing to newsletters from these places. I’ll also subscribe to any relevant publications and sign up for email lists from local businesses.”

There is a miscommunication between a guest and a hotel employee. How do you handle it?

This question can help an interviewer assess your interpersonal skills and ability to resolve conflicts. In your answer, demonstrate how you would use your communication skills to solve the problem and maintain a positive relationship with both parties involved.

Example: “If there is a miscommunication between a guest and hotel employee, I first try to understand what each party’s expectations are. Then, I explain to the employee that they need to be more clear in their instructions or questions so guests know exactly what to expect. If necessary, I also speak with the guest to ensure they have all of the information they need before making any decisions.”

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