25 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.
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.
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: “Absolutely! I have worked in the hospitality industry for over 10 years and have had the pleasure of working with a wide variety of people. I am confident that my experience has provided me with the necessary skills to effectively communicate and interact with all types of individuals, regardless of their background or culture.
I understand how important it is to be respectful and accommodating when dealing with different kinds of people, and I strive to ensure that each person feels welcomed and appreciated. I also make sure to stay up-to-date on cultural trends and etiquette so that I can provide the best possible service to everyone who comes through our doors.”
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 have a few hobbies that I enjoy outside of work. One of my favorite pastimes is traveling. I love to explore new places and cultures, so I try to take a trip somewhere at least once a year. I also enjoy reading books, especially mystery novels. I find it relaxing to get lost in the story and uncover clues along with the characters. Finally, I’m an avid cook. I like to experiment with different recipes and flavors, which has been a great way for me to stay creative during this pandemic.”
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 is upset about something, my first priority would be to listen and understand their concerns. I believe that it’s important to show empathy and understanding in order to de-escalate the situation. Once I have a better understanding of what the issue is, I can then take steps to address the problem. This may include offering an apology or finding a solution that meets the guest’s needs. If necessary, I am also willing to involve supervisors or other staff members to ensure that the guest receives the best possible service. My goal is always to make sure that the guest leaves with a positive experience.”
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 the opportunity to help people. I love being able to provide assistance and guidance, whether it’s helping someone find their way around town or providing them with information on local attractions. I also enjoy getting to know my guests and learning more about their interests and needs so that I can better serve them. Being a concierge allows me to use my problem-solving skills to come up with creative solutions for any situation. It’s incredibly rewarding to be able to make someone’s stay more enjoyable by going above and beyond what they expect from a concierge.
I believe my experience and passion for customer service makes me an ideal candidate for this position. I have extensive knowledge of the hospitality industry and am confident in my ability to anticipate guest needs and exceed expectations. My strong communication skills allow me to effectively interact with guests and build relationships with them. I’m also highly organized and detail-oriented, which helps me manage multiple tasks at once while ensuring accuracy.”
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: “I recently had a guest who was staying at the hotel for an extended period of time. During their stay, they mentioned that they were having difficulty getting around town due to not having a car. I offered to drive them to any destination within a certain radius so they could still enjoy all the sights and attractions in the area.
On one particular day, I drove them to three different locations, each about an hour away from our hotel. I also provided them with information on local restaurants and attractions along the way. At the end of the trip, they thanked me for going above and beyond what was expected of me as a concierge.
This experience taught me how important it is to provide guests with exceptional service. It’s my goal to ensure that every guest leaves feeling satisfied and taken care of.”
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: “When a guest asks me for restaurant recommendations, I take into account several criteria to make sure that they have the best experience possible. First and foremost, I consider their budget – whether they’re looking for an upscale dining experience or something more casual. Then, I think about what type of cuisine they prefer, as well as any dietary restrictions they might have. Finally, I factor in their location and how far they are willing to travel to get to the restaurant.
Once I have all this information, I can start making my recommendation. I use online resources such as Yelp and TripAdvisor to research restaurants that meet the guests’ needs. I also look at reviews from previous customers to ensure that the restaurant is up to the standards of our guests. Once I find a few options, I present them to the guest and explain why each one meets their criteria. This way, they can choose the option that works best for them.”
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 a hotel employee behaving inappropriately toward a guest, my first priority would be to ensure the safety and comfort of the guest. I would intervene by speaking directly to the employee in a professional manner and informing them that their behavior is unacceptable. Depending on the severity of the situation, I may also contact a supervisor or manager for assistance. After addressing the immediate issue, I would take steps to prevent similar situations from occurring in the future. This could include providing additional training to employees about appropriate customer service practices or implementing new policies and procedures. As a Concierge, it’s important to me to provide guests with an enjoyable experience, so I would do whatever was necessary to ensure that all guests are treated with respect.”
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 have an extensive knowledge of the local area. I’ve been living here for over 10 years and have explored many of its attractions, restaurants, and other points of interest. I’m familiar with all the major landmarks and can provide guests with detailed information about what to do in the city. I also keep up-to-date on any new developments or events that may be happening in the area so that I can make sure my guests are aware of them. Finally, I have a great network of contacts who can help me find out more about the area if needed.”
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: “Yes, I have extensive experience working with hotel software systems. During my previous job as a Concierge at the Marriott Hotel in Chicago, I was responsible for managing all of the hotel’s software systems. This included booking reservations, checking guests in and out, handling customer inquiries, and troubleshooting any technical issues that arose. I also worked closely with the IT department to ensure that all of the software was up-to-date and running smoothly. My familiarity with these systems has allowed me to quickly learn new software when needed. In addition, I am comfortable using various types of computer programs such as Microsoft Office Suite and Adobe Photoshop.”
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: “When planning activities or events for guests, I take into consideration the interests of the guest. I start by asking questions to get a better understanding of what they like and don’t like. I also research the area to find out about any local attractions that may be interesting or appealing to them. Finally, I look at reviews from other guests who have visited the same locations in order to determine which options are best suited for my guests. By taking all these factors into account, I am able to create an enjoyable experience for my guests that is tailored to their individual needs and interests.”
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 believe that the key to improving customer service scores is to focus on providing a personalized experience for each and every guest. As a concierge, I strive to make sure that all guests feel welcomed and taken care of from the moment they arrive.
To do this, I would suggest implementing a few strategies such as offering more personalized services like customized itineraries or special discounts for repeat customers. This will show our guests that we value their business and appreciate them coming back. We could also create an online survey where guests can provide feedback about their experiences so that we can better understand what they are looking for in terms of service.
Additionally, I think it’s important to be proactive when it comes to addressing any issues that arise with guests. By responding quickly and effectively to complaints, we can ensure that our guests have a positive experience and are more likely to recommend us to others. Finally, I would encourage staff members to go above and beyond when interacting with guests by being friendly, helpful, and engaging. These small gestures can go a long way in creating a memorable experience for our guests.”
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: “My personal philosophy on customer service is that it should be tailored to the individual needs of each customer. I believe in providing a personalized experience for every guest, no matter how big or small their request may be. My goal is to make sure that all guests feel welcomed and taken care of during their stay.
I strive to go above and beyond expectations by anticipating the needs of our guests before they even ask. This means staying up-to-date with local attractions, events, and restaurants so that I can provide accurate information and recommendations. I also take pride in being able to troubleshoot any issues that arise quickly and efficiently.”
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 believe my experience and qualifications make me an ideal candidate for the Concierge position. I have been working in the hospitality industry for over five years, with three of those years as a concierge at a high-end hotel. During that time, I developed excellent customer service skills and learned how to anticipate guests’ needs before they even asked.
In addition, I am highly organized and efficient when it comes to managing multiple tasks. I am also very knowledgeable about the local area and can provide guests with helpful information on restaurants, attractions, and other activities. Finally, I am passionate about providing exceptional guest experiences and take pride in ensuring each guest has a wonderful stay.”
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 extensive experience working with a variety of hotel chains. I have worked as a Concierge at Marriott, Hilton, and Hyatt hotels for the past five years. During my time in these positions, I developed an understanding of each chain’s unique policies and procedures, which allowed me to provide guests with exceptional service. In addition, I am familiar with the amenities offered by each chain, such as loyalty programs, spa services, and dining options. My knowledge of the different hotel chains has enabled me to successfully assist guests in finding the best accommodations that fit their needs.”
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 believe that the most important aspect of a positive hotel experience is providing excellent customer service. Guests should be treated with respect and kindness, and their needs should be met in a timely manner. As a Concierge, I understand how vital it is to ensure that guests have an enjoyable stay. My goal is always to provide friendly and knowledgeable assistance to all guests so they can make the most out of their time at the hotel.
I also think it’s important for hotels to offer quality amenities and services. From comfortable beds to delicious food, guests should feel like they’re getting their money’s worth when staying at a hotel. By offering high-quality products and services, hotels can create a memorable experience for their guests.”
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: “As a concierge, it is important to stay up-to-date on the local area knowledge. I believe that this should be done on a regular basis in order to provide guests with the most accurate and current information. I would suggest updating your local area knowledge at least once a month so that you are aware of any changes or updates that have been made since the last update. This could include new restaurants, attractions, events, etc. It is also important to keep an eye out for any news stories or announcements that may affect the local area as well. By staying informed, I can ensure that my guests receive the best possible experience when visiting the area.”
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: “When there is a miscommunication between a guest and a hotel employee, my first priority is to ensure that the guest feels heard and respected. I would start by listening carefully to both sides of the story in order to understand the issue at hand. Then, I would work with both parties to come up with an agreeable solution. My goal is to make sure that all parties are satisfied with the outcome.
I also believe in being proactive when it comes to resolving conflicts. If I see any potential issues arising, I will take steps to address them before they become bigger problems. This includes providing clear communication from the beginning and ensuring that everyone is on the same page. Finally, I always strive to provide excellent customer service so that guests feel valued and appreciated.”
As a concierge, you may encounter situations where guests are unhappy with their stay. Employers ask this question to make sure you have experience handling complaints and can resolve them in a way that makes the guest happy. In your answer, share an example of how you handled a complaint successfully. Explain what steps you took to solve the problem and reassure the employer that you’re capable of doing so again if needed.
Example: “Yes, I have extensive experience handling guest complaints. During my previous role as a Concierge at a five-star hotel, I was responsible for managing all customer service inquiries and resolving any issues that arose. This included dealing with guest complaints in an efficient and professional manner.
I understand the importance of providing excellent customer service and take great pride in ensuring guests are satisfied with their stay. I am also experienced in using various methods to resolve disputes, such as offering compensation or alternative solutions. My ability to remain calm under pressure and think quickly on my feet has enabled me to successfully handle difficult situations.”
As a concierge, you may be the first person that guests interact with when they arrive at their hotel. This means that you need to have excellent customer service skills and an ability to solve problems on your own. Your answer should show the interviewer that you can use your problem-solving skills to help others even if it’s not part of your job description.
Example: “When a guest needs assistance with something outside of my scope of responsibilities, I always strive to provide the best customer service possible. My first step is to assess the situation and determine if there is anything I can do to help. If not, I will then refer them to the appropriate person or department that can assist them. I understand that it is important for guests to feel heard and taken care of, so I make sure to explain why I am referring them and what they should expect from the next point of contact. I also ensure that I follow up with the guest after their issue has been resolved to confirm that everything was handled satisfactorily.”
The interviewer may ask this question to assess your interpersonal skills and ability to create a positive experience for guests. Use examples from past experiences where you helped customers feel welcome or respected, such as by providing them with information about the hotel or city or helping them find what they were looking for.
Example: “I believe that creating a welcoming and respectful environment for guests is paramount to providing excellent customer service. To ensure this, I use a variety of strategies. First, I always greet guests with a friendly smile and warm welcome. This sets the tone for their stay and lets them know they are valued. Secondly, I take time to listen to guests’ needs and concerns in order to provide personalized service. Finally, I strive to be proactive in anticipating guest needs before they arise. For example, if I notice that a guest has been waiting for an extended period of time, I will offer assistance or check-in to see if there is anything I can do to help. By employing these strategies, I am able to create a positive experience for all guests.”
The interviewer may ask you this question to assess your research skills and how well you can apply them in a professional setting. In your answer, describe the steps you would take to gather information for guests who are visiting an unfamiliar area.
Example: “I understand the importance of providing guests with accurate local information. To ensure I am able to provide the most up-to-date and relevant information, I would first research the area online. This includes reading reviews from locals and visitors, researching upcoming events, and familiarizing myself with popular attractions in the area.
In addition to this, I would also reach out to other concierges at nearby hotels for their insight into the best places to visit. Finally, I would build relationships with local businesses such as restaurants and tour companies so that I can stay informed about any changes or new developments in the area. By taking a proactive approach to gathering local information, I am confident that I can provide our guests with the best possible experience.”
The interviewer may ask this question to see how you plan to stay up-to-date on the area and what steps you take to ensure your guests have a positive experience. Your answer should include specific ways you will keep yourself informed about local events, attractions and restaurants in the area.
Example: “I understand the importance of staying current on events and attractions in the area as a Concierge. To ensure that I am up-to-date, I will take several steps. First, I will research online for any upcoming events or attractions in the local area. This includes reading through local newspapers, websites, and social media accounts to stay informed. Second, I will network with other concierges in the area to learn about their experiences and what they have found to be successful. Finally, I will attend networking events and conferences related to tourism in the area to gain more knowledge and insight into what is happening locally. By taking these steps, I am confident that I can provide our guests with the most accurate information regarding events and attractions in the area.”
This question can help the interviewer get a better idea of how you handle stress and prioritize your tasks. Use examples from previous jobs to showcase your ability to multitask, but also highlight your attention to detail and organizational skills.
Example: “I have extensive experience in the concierge field and am well-versed in managing multiple tasks at once. One of my most memorable experiences was when I worked as a concierge at a large hotel. On one particularly busy day, I had to manage several different requests from guests all at once. I had to book flights for two guests, arrange transportation for another guest, and provide directions to a nearby restaurant for yet another guest.
To ensure that each task was completed efficiently, I created a system where I could keep track of each request. I wrote down each task on a piece of paper and then prioritized them according to urgency. This allowed me to focus on the more pressing matters first while still keeping an eye on the other tasks. By the end of the day, I was able to complete all of the tasks successfully without any delays or issues.”
The interviewer may ask this question to learn more about your customer service skills and how you can help improve the overall experience of their hotel. Use examples from previous experiences where you helped customers with a variety of tasks, such as finding directions or booking reservations for local restaurants.
Example: “As a concierge, I believe that the key to providing an exceptional customer experience is to anticipate and exceed guest expectations. By taking the time to get to know each individual guest, their needs, and preferences, I am able to provide personalized service tailored to them. This could include anything from making restaurant reservations or suggesting attractions based on their interests, to helping with transportation arrangements or offering insider tips about the local area.
I also strive to stay up-to-date on all the latest trends in hospitality so that I can offer guests unique experiences they won’t find anywhere else. For example, if there are any new restaurants or events in town, I make sure to have all the information available for guests who may be interested. Finally, I always go above and beyond to ensure that every guest feels welcome and taken care of during their stay.”
Interviewers may ask this question to learn more about your problem-solving skills and how you handle challenges. Use examples from previous jobs to describe a challenge, the steps you took to solve it and the positive outcome of your actions.
Example: “As a concierge, I have faced many challenges throughout my career. One of the biggest ones was learning how to effectively manage multiple tasks at once while providing excellent customer service. To overcome this challenge, I developed strong organizational skills and learned how to prioritize tasks in order to ensure that all customers were taken care of in a timely manner. I also worked on improving my communication skills so that I could better understand what each customer needed and provide them with the best possible solution. Finally, I made sure to stay up-to-date on industry trends and changes so that I could offer the most current information and services to our guests.”