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Top 25 Concierge Interview Questions

Question 1 of 25
How would your co-workers describe your attention to detail?
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Question 2 of 25
Would you be willing to work over 40 hours a week?
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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.
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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
How do you handle stress on the job?
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"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."
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.

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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 4 of 25
Have you ever been yelled at by a patron? How did you handle the situation?
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"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."
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.

More Answer Examples
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 5 of 25
Why should we hire you?
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"You should hire me because I am unlike anyone else you have interviewed before. When I started with my current company, I was the youngest person they had ever hired. That didn't stop me from becoming the #1 concierge in the entire hotel chain within six months. I am dedicated to my craft and engaged in this industry to the point where I commit myself to taking at least one customer service or leadership related workshop every business quarter. I am a competitive achiever. You won't be disappointed when you hire me."
Interviewers want to hear the unique thing that sets you apart from the other candidates applying for this job. If you can't think of ways that you are unique, ask a few friends or family members what they feel sets you apart from other people. Their observations may help you understand how you are perceived.

Perhaps you already know what sets you apart! This could include any industry accolades, individual achievements, additional industry related training, a second language, or how involved you are in the community. Don't be afraid to brag about yourself a bit. In an interview, you are your most influential advocate.

More Answer Examples
Entry Level Example
"I know that I am the best candidate for this role because I have three years successful customer service along with valuable education in Hotel Management and Hospitality. I was the fastest promoted in my previous position and am bilingual, in English and Mandarin, which would make me a great asset for your high volume of foreign travelers."
Experienced Example
"I have over a dozen years of experience in the industry at one of your largest competitors. I have a proven track record of successes there. I have creative solutions and an understanding of how to position your concierge services and help elevate your business to the next level. Having been a part of the industry for nearly half of my life, I have seen a ton of change and have adapted to every change or innovation with ease and excitement, and I look forward to doing that at your hotel as well."
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Question 6 of 25
Have you ever experienced bad customer service? What did you learn from it?
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Question 7 of 25
Poise and professionalism is required of you. Do you feel that you possess these qualities?
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Question 8 of 25
Were you permitted to accept tips in your previous role?
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Question 9 of 25
Give me an example of a time when you went above and beyond.
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Question 10 of 25
Do you prefer doing work on a routine day-to-day basis or do you prefer mixing up your routine occasionally?
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Question 11 of 25
When have you worked with a diverse group of people?
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Question 12 of 25
How did you maintain a good relationship with your most recent hotel/department manager?
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Question 13 of 25
Where do you see yourself in five years?
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Question 14 of 25
Tell me about yourself.
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Question 15 of 25
Many of our patrons are business professionals. Tell me about your ability to fit in with this demographic.
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Question 16 of 25
When have you had to shift your priorities in response to sudden changes?
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Question 17 of 25
Why do you want to work for our hotel?
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Question 18 of 25
How well do you know this surrounding area?
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Question 19 of 25
What tools do you use when finding local suggestions for tourists?
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Question 20 of 25
What is the highest end restaurant within five miles of here?
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Question 21 of 25
Why did you choose to become a concierge professional?
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Question 22 of 25
What is your greatest weakness? What are you currently doing to improve it?
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Question 23 of 25
Would you say you are a better verbal or written communicator?
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Question 24 of 25
What experience do you have using team-based messaging applications?
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Question 25 of 25
We have had concerns about employee theft recently. What would you do if you caught an employee stealing?
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About Concierge

August 17th, 2017

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.

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