17 Concierge Manager Interview Questions and Answers

A concierge is a professional who provides guests of a hotel, apartment complex, or office building with assistance and information. A concierge manager is responsible for the concierges who work in a particular facility.

The job of a concierge manager is to ensure that the guests of a facility are satisfied with the level of service they receive. Concierge managers also train new concierges and resolve any complaints about concierge services.

If you’re interested in becoming a concierge manager, you will need to have excellent customer service skills and be able to handle a variety of tasks. You will also need to be able to interview well. In this guide, we will provide you with a list of concierge manager interview questions and answers to help you prepare for your next interview.

Are you familiar with the area surrounding the hotel?

The interviewer may ask this question to see if you have experience working in the area. If you are not familiar with the area, it is important to show that you can learn quickly and adapt to new environments. You can answer honestly about your familiarity with the area and explain how you would get to know the community if you were hired for the position.

Example: “I am from a small town nearby, so I am very familiar with the surrounding areas. I love exploring new places, so I often visit the city when I have time off. I also enjoy learning more about the history of the area, so I read up on some local landmarks.”

What are some of the most important qualities for a concierge manager to have?

This question can help the interviewer determine if you have the skills and abilities to be successful in this role. When answering, it can be helpful to mention a few of your strongest qualities that will help you succeed as a concierge manager.

Example: “I believe some of the most important qualities for a concierge manager are excellent communication skills, problem-solving skills and customer service skills. As a concierge manager, I would need to communicate with my team members about their assignments, answer questions from guests and solve any problems they may have. I also think it’s important to have strong customer service skills because I would be interacting with guests on a regular basis.”

How would you handle a situation where multiple guests are waiting for your attention at the concierge desk?

As a concierge manager, you may be responsible for managing multiple guests at once. Employers ask this question to make sure you have the skills and experience necessary to multitask effectively. In your answer, describe how you would prioritize tasks and communicate with other employees to ensure everyone is working efficiently.

Example: “If there are multiple guests waiting for my attention, I would first speak with them one at a time to learn more about their needs. Then, I would find out which guest needed assistance most urgently. For example, if someone was looking for directions to an event, I would help them right away while communicating with another employee to see if they could assist the remaining guests.”

What is your process for handling special requests from guests, such as making restaurant reservations or booking tickets to local attractions?

The interviewer may ask you this question to understand how you handle customer service challenges and requests. Use your answer to highlight your problem-solving skills, communication abilities and organizational skills.

Example: “I first make sure that the guest has already tried making reservations or booking tickets on their own before I step in. If they haven’t, then I will try my best to help them by either doing it myself or finding someone else who can do it for me. For example, if a guest wants to book a table at a restaurant but there are no tables available, I would find out when the next available seating is and let them know so they can plan accordingly.”

Provide an example of a time when you went above and beyond to provide exceptional service to a guest.

This question can help the interviewer determine how you handle challenges and what your priorities are when it comes to providing excellent customer service. Use examples from previous roles or describe a time you helped someone else provide exceptional service.

Example: “When I worked as a concierge at an upscale hotel, I had a guest who was celebrating her birthday. She asked me if there were any restaurants in the area that would be able to accommodate a large party of people with dietary restrictions. I told her I’d find out and get back to her later that day. After speaking with several local restaurants, I found one that could accommodate everyone’s needs. The restaurant even offered to deliver the food to the hotel so we didn’t have to worry about transporting it. My guest was thrilled, and she left us a five-star review on Yelp.”

If a guest was looking for a specific type of restaurant that you knew wasn’t located nearby, how would you respond?

An interviewer may ask this question to assess your problem-solving skills and ability to think on your feet. Your answer should demonstrate that you can use your critical thinking skills to find a solution for the guest, even if it’s not what they want.

Example: “If I knew of any restaurants in the area that served similar food or had similar ambiance, I would recommend those options first. If there were no other restaurants nearby with similar offerings, I would try to connect them with transportation services so they could get to another location where they could find what they were looking for.”

What would you do if you were unable to find a solution to a guest’s problem and they were still dissatisfied with the service they received?

As a concierge manager, you may be responsible for resolving guest complaints. Employers ask this question to make sure that you have the problem-solving skills and interpersonal skills necessary to resolve conflicts with guests. In your answer, explain how you would use your communication and conflict resolution skills to help the guest feel satisfied with their experience at the hotel.

Example: “If I was unable to find a solution to a guest’s complaint, I would apologize to them for not being able to meet their needs. Then, I would try to think of other ways I could make up for the inconvenience. For example, if they were unhappy with their room, I might offer them a free breakfast or an upgrade to a more expensive room. If they were still dissatisfied after my efforts, I would call my supervisor over to speak with the guest so we could figure out a better solution together.”

How well do you perform under pressure and how do you stay calm when dealing with stressed out guests?

As a concierge manager, you may be responsible for helping your team members stay calm and focused when dealing with stressed out guests. Employers ask this question to make sure that you have the ability to help others remain composed in high-pressure situations. In your answer, try to explain how you stay calm under pressure and what strategies you use to help your team members do the same.

Example: “I am very good at remaining calm under pressure because I know that it’s important to stay collected while working as a concierge. When I first started my career, I read an article about techniques people can use to stay calm during stressful situations. I tried some of these techniques myself and found that they really helped me stay focused on my job. Now, I share these tips with my team members so we can all learn how to stay calm when things get hectic.”

Do you have experience using hotel management software?

This question can help the interviewer determine your comfort level with using technology to complete tasks. If you have experience using hotel management software, describe how it helped you in your previous role and what features were most beneficial. If you don’t have experience using this type of software, explain which other types of software you’re familiar with and why they are helpful.

Example: “I’ve used several different types of software throughout my career as a concierge manager. I find that having multiple options is beneficial because each system has its own unique features. In my last position, we used an online booking system for guests to reserve rooms. This was helpful because it allowed me to see who had already booked their room and who still needed one. It also made it easy for me to check on reservations and make any changes if necessary.”

When should you directly contact a guest’s employer about a problem they are having?

Employers sometimes contact the hotel if a guest is having problems. This can include not paying their bill, causing damage to the room or being disruptive in public areas of the hotel. The interviewer wants to know that you will handle these situations professionally and with discretion.

Example: “I would only call an employer about a problem if it was absolutely necessary. For example, if a guest has been disruptive in public areas of the hotel, I would call their employer to let them know we are concerned for the safety of other guests. If they have damaged property, I would also call their employer to see if they could help cover the cost of repairs.”

We want to improve our response time to guests’ requests. How would you implement a strategy to do this?

This question can help the interviewer assess your ability to manage a team and implement strategies that improve performance. Use examples from previous experience or discuss how you would approach this challenge if you haven’t had an opportunity to do so in the past.

Example: “I’ve noticed that response time is often dependent on staffing levels, so I would first evaluate our current staff capacity and determine whether we need to hire more employees. If we don’t have enough employees to meet demand, then I would consider hiring temporary workers during peak hours when there are more guests checking in. This strategy has helped me reduce response times at my last job by 50%.”

Describe your process for delegating tasks to your team members.

As a concierge manager, you’ll need to be able to delegate tasks and responsibilities to your team members. This question allows the interviewer to assess how well you can communicate with your team and determine whether you have experience delegating tasks in the past. In your answer, describe your process for communicating with your team about what needs to get done and how you ensure that everyone is on the same page.

Example: “I find it important to meet with my team at least once per week to discuss any upcoming events or projects. During these meetings, I provide an overview of all current tasks and delegate specific assignments based on each team member’s strengths. For example, if one team member has more experience working with customers than another, I will assign them to handle customer service calls while the other team member handles more complex requests.”

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 things that make you unique from other candidates. You could highlight any special skills or experiences that relate to the job description.

Example: “I have experience working in customer service for many years, which has given me valuable insight into what customers want. I also understand the importance of providing excellent customer service because my family owns a small business where I worked as a receptionist. This experience taught me how to handle difficult situations with grace and helped me develop strong communication skills.”

Which industries do you have experience working in?

Employers ask this question to learn more about your background and experience. They want to know if you have any relevant experience that would help you succeed in their company. When answering this question, list the industries you’ve worked in and what kind of work you did. If you don’t have experience working in a hotel or resort before, explain how your previous job prepared you for this role.

Example: “I’ve worked as a concierge at a luxury hotel for five years now. Before that, I worked as a server at a restaurant for three years. While both jobs are different, they both require excellent customer service skills and attention to detail. In my current position, I learned how to manage a team of employees and delegate tasks effectively. My previous job taught me how to be an effective communicator and problem solver.”

What do you think is the most important aspect of customer service?

Customer service is a vital part of the concierge manager’s job. The interviewer may ask this question to see how you prioritize customer service in your own work. Use examples from your experience that show how important it is to provide excellent customer service and support to hotel guests.

Example: “I think the most important aspect of customer service is listening to what customers need and providing them with solutions. I always make sure to listen carefully to my guests when they call or come into the front desk, so I can understand their needs and respond appropriately. For example, if a guest calls me at night because they forgot something in their room, I will try to help them find whatever they are looking for as quickly as possible.”

How often do you make recommendations to your superiors?

This question can help the interviewer determine how comfortable you are with giving feedback. It can also show them whether or not you have ever had to give negative feedback to your superiors in the past. When answering this question, it can be helpful to mention a specific time when you gave positive feedback and received recognition for it.

Example: “I am always looking for ways to improve my work performance and that of my team members. I find that by offering suggestions on how we can do things differently or more efficiently, I can make sure everyone is happy with their job and our hotel’s services.”

There is a new restaurant in town that many of your guests want to visit. How do you make sure that your guests get a reservation?

This question can help an interviewer understand how you prioritize your guests’ needs and make sure they have a positive experience. Use examples from previous experiences to show the interviewer that you know how to handle this situation.

Example: “I would first check if we had any reservations available for that time. If not, I would call the restaurant myself to see if there were any cancellations or openings. If there weren’t, I would contact other hotels in town to see if they could accommodate our guests. If all else fails, I would offer them a discount on their stay so they could try the restaurant another night.”