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Concierge Interview
Questions

25 Questions and Answers by Rachelle Enns

Updated August 20th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 25
How would your co-workers describe your attention to detail?
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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.
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1.
How would your co-workers describe your attention to detail?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
2.
Would you be willing to work over 40 hours a week?
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.
Rachelle's Answer #1
"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."

Rachelle's Answer #2
"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?"
3.
Have you ever been yelled at by a patron? How did you handle the situation?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
4.
How do you handle stress on the job?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
5.
Have you ever experienced bad customer service? What did you learn from it?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
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