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Concierge Interview Questions

25 Concierge Interview Questions
Question 1 of 25
How would your co-workers describe your attention to detail?
How to Answer
It is always best to support your reply with a real-life example. Talk to the interviewer about your level of attentiveness when it comes to details on the job.

Answer Example
"My co-workers would describe my attention to detail as very strong. I can very easily point out spelling discrepancies in communication and will notice the small things. I think big-picture as well but have always had a knack for details."
Entry Level Example
"My attention to detail is a point that I have been working on a lot this past year. I am meticulous but, in the past, have pushed my documentation back a little bit. It's something I am conscious of and continually working on."
Experienced Example
"I have exceptional attention to detail. This is a skill that is necessary to be an effective concierge professional. You are welcome to check this with my references as well."
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Question 2 of 25
Would you be willing to work over 40 hours a week?
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How to Answer
Before answering scheduling questions, it's important to be clear on the interviewer's expectations. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask! Consider asking, 'What are the scheduling expectations for this position?' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.

If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you. Keep in mind that, in most states, an employer cannot demand that an employee work more than 44 hours per week.
Entry Level Example
"If overtime is required in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."
Experienced Example
"I am available for full-time work which is preferably 8-5 Monday to Friday. I am happy to be a team player and work some overtime, as required. Will these hours meet your expectations?"
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Question 3 of 25
Have you ever been yelled at by a patron? How did you handle the situation?
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How to Answer
As a concierge, it is vital that you remain composed at all times. Your position is meant to alleviate stress from others, and so, if you react poorly in certain situations, that is counterintuitive behavior. Assure the interviewer that you can handle a situation, such as being yelled at by a patron, with professionalism and class. Use a real-life example, if you have one.

Answer Example
"On the odd occasion that a patron is upset with me, I remind myself not to take it personally. Most of the time, there's a reason behind the patron's frustration. Instead of losing my cool, I focus on my task, which is providing the best service possible. Sometimes, it helps to apologize to the patron for the stress they've gone through. Showing empathy and good manners can turn a situation around quickly."
Entry Level Example
"I understand through my training that a client will express frustration often when they feel a lack of control. This could be a client who got lost in a city they are new to, an individual who is late to a meeting, or perhaps someone who did not get the rental car they expected. If a patron yelled at me, I would simply ask them what exactly they would like me to do, and do just that. Once they feel heard and see me taking action to mend their situation, I am sure the issue would quickly iron itself out."
Experienced Example
"In my six years as a concierge I have seen my share of unpleasant clients but luckily have not been yelled at too often. One situation I recall is when a hotel patron's car service did not show up, and he was running late for a meeting. He was visibly upset, so I arranged for a private service that our hotel used as a back-up. The driver was very professional, showed up very fast, and got him to his meeting on time. I like solving problems like this for people."
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Question 4 of 25
How do you handle stress on the job?
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How to Answer
A concierge will undoubtedly encounter stressful situations, especially during busy seasons if working for a hotel group. A personal concierge may encounter stress in the form of an unpredictable day or demanding client. Communicate your ability to overcome stress, remain focused, and produce results.

Answer Example
"I come into stress when a client is unsatisfied or when a well-laid out plan appears to be falling apart. To deal with this, I focus on the task at hand and remind myself than anything can be fixed with a smile and some concentration. I believe my ability to communicate effectively with clients, vendors, and service providers, during these moments helps reduce my stress in these situations and also reduces any stress the client may feel."
Entry Level Example
"Stress is part of any demanding job and I embrace it to the fullest. I take good care of myself personally and prioritize my workload to maintain a healthy balance in my stress levels."
Experienced Example
"As a hotel concierge, I handle stress very well, and when you call my references, they will attest to this fact. When I am under pressure on the job, I focus on the task at hand and make sure not to get distracted. Staying on deadline is very helpful, and I will delegate when necessary to alleviate some stress."
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Question 5 of 25
Have you ever experienced bad customer service? What did you learn from it?
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How to Answer
The interviewer wants to know that you recognize what lousy customer service is and that you fully understand how it can negatively affect an establishment. Briefly discuss a time that you experienced bad customer service but beware of rambling and sounding negative. Just state the situation, and what you feel could have been done differently.

Answer Example
"Airlines are often the culprits of poor customer service. I lost my luggage once on a flight to Sydney. I approached customer service and was told to wait since all their representatives were busy. After several hours of waiting and jumping through hoops for security measures, I finally got my luggage back. Response time and pro-activeness are two key performance indicators of customer service, and when dealing with something valuable to a customer, it's important to be quick and efficient. Failing to do so results in loss of trust and loyalty in the brand/establishment. After that frustrating experience, I vowed never to let my customers feel that their concerns are trivial or that they aren't being prioritized."
Entry Level Example
"I have experienced bad customer service within a retail environment more times than I can count. I believe that poor customer service often comes from disengaged employees. I will ensure that I am always engaged, and ready to work with a smile. I want my clients to feel important and valued."
Experienced Example
"Bad customer service from one individual can ruin an entire establishment's reputation. I have stopped going to certain places because the staff seems miserable. I believe that bad customer service is too prevalent these days which is why I go over and above for my clients, always offer a smiling face and an attitude of willingness."
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Author of Concierge Answers and Questions

Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
First written on: 03/19/2014
Last modified on: 08/20/2018

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About Concierge

August 20th, 2018

A concierge is an employee of an apartment building, hotel or office building who serves guests, with duties similar to those of a receptionist. The position can also be maintained by a security officer over the graveyard shift. A similar position, known as the portero, exists in Spanish-speaking regions. In medieval times, the concierge was an officer of the king who was charged with executing justice, with the help of his bailiffs.[citation needed] Later on in the 18th century, the concierge was a high official of the kingdom, appointed by the king to maintain order and oversee the police and prisoner records.