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Concierge Interview
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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.
Job Interviews     Careers     Communications    

Question 1 of 25

Have you ever experienced bad customer service? What did you learn from it?

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1.

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."

2.

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."

3.

Why did you choose to become a concierge professional?

The interviewer would like to better understand why you chose a career as a professional concierge. You can answer this from a more personal perspective to allow the interviewer to get to know you a bit better.

Rachelle's Answer #1

"I always knew that I wanted to be in the customer service industry. I was the kid in school who always volunteered to be part of a committee or community effort. I enjoy the interaction and I find it a privilege to be in a position to help make people happy."

Rachelle's Answer #2

"After completing my Bachelor's Degree in Hospitality Management, I knew that I wanted to work in the hotel industry. To me, the position of concierge seemed the most fulfilling and exciting."

4.

Give me an example of a time when you went above and beyond.

Display to the interviewer that you can do more than just the bare minimum. Show that you can react appropriately when you see that your employer has a need that goes beyond your usual day-to-day expectations.

Rachelle's Answer #1

"Last week I noticed that my manager had not completed the schedule for the following week. Some of the staff were complaining that they didn't have their work schedule yet. Rather than going to my manager with the complaint, I offered to take on some of her workloads so that she would have the time to complete the schedule. We worked together for a couple of overtime hours that day and were able to catch her up on everything. It felt good to help."

Rachelle's Answer #2

"I often go above and beyond what is expected of me. Most recently, I agreed to cover for a co-worker who was on short-term medical leave. I worked 10 hour days for two weeks so that our hotel service did not suffer any setbacks."

5.

What experience do you have using team-based messaging applications?

There are many options for communication software and messaging applications. Give the interviewer a brief overview of the apps you are experienced in and assure them that you can learn their internal system, should it be new to you.

Rachelle's Answer #1

"I have used a variety of team-based messaging applications. I am best versed in Brosix, AOL Instant Messenger, and Freedcamp. No matter which system you use I am sure that I can pick it up very quickly."

Rachelle's Answer #2

"I have limited experience with team messaging apps in the workplace. However, I have used them for extracurricular activity planning and enjoy them. It would be great to have a simple and quick messaging system at work."

6.

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."

7.

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?"

8.

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."

9.

Why should we hire you?

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.

Rachelle's Answer #1

"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."

Rachelle's Answer #2

"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."

10.

We have had concerns about employee theft recently. What would you do if you caught an employee stealing?

Some businesses have trouble with employee theft, and they need to make sure that they are hiring someone who is honest and trustworthy. Talk to the interviewer about the steps you would take if you caught a co-worker stealing.

Rachelle's Answer #1

"I am sure that you have an internal policy for employee theft so I can assure you that I would follow the required steps to report the theft. I am a trustworthy person with a strong track record of honesty with my previous employers."

Rachelle's Answer #2

"If I caught an employee stealing, I would report the incident immediately. As a previous manager, I understand the value of employee honesty."

11.

Tell me about yourself.

Open-ended questions are some of the hardest to answer in an interview. It's important to train yourself how to talk about yourself. It may sound a little silly because you've been talking about yourself for years!

In an interview, you should leave out the highly personal stuff. No need to talk about your new puppy or your favorite foods. Keep it professional and concise. Interviews typically last for about thirty minutes to an hour, so keep that in mind as you prepare. Sometimes practicing with a friend or timing your response can help.

Focus on your interest or passion for the field, your education, and accomplishments. Keep it relevant to the job at hand! Also, consider the fact that there is plenty of time for you to talk about your skills and strengths during the interview, so you don't have to say it all in one gulp.

Rachelle's Answer #1

"I graduated with a Bachelor of Arts degree with a major in Communications and Marketing from UBC in 2014. Since then, I have been actively making my way to a leadership role in hotel management. I am an energetic and positive person, ready to make a difference in a growing organization."

Rachelle's Answer #2

"I am a seasoned professional concierge with ten years of experience. I got my Bachelor's Degree in Hotel Management, then eventually went back for a Master's Degree in business. I have worked my way up in my field, and plan to continue my progression. This is why I am most interested in joining your organization as the concierge department head."

12.

Where do you see yourself in five years?

If you're having trouble thinking into the future about your plans when you haven't even landed the job you want now, you're not alone! The best thing you can do is to take some time to prepare for this question. Not only will it help you impress the interviewer, but it may also give you some clarity.

You can keep it very simple. The interviewer doesn't expect you to have your whole career planned out, but they do want to hear you are interested in staying in the field and growing in your knowledge. Any plans for furthering your education are welcome!

Rachelle's Answer #1

"In 5 years I would like to see myself in a leadership based role. I would like to expand my industry related education a little bit as well. I currently have my Diploma in Hotel Management which I would like to elevate to a full-fledged degree."

Rachelle's Answer #2

"I would love to continue working in a hotel environment, perhaps as a department manager or team lead. I just finished hospitality school, and I know there is so much to learn. I plan to continue my education and look for opportunities to learn more about leadership and customer service in the hotel industry."

13.

How did you maintain a good relationship with your most recent hotel/department manager?

The interviewer wants to know that you are capable of maintaining a harmonious relationship with those who are considered your leaders.

Some basic ground rules for a stable working relationship with your boss are open communication, proactive listening, and not taking things personally. Discuss the ways that you cultivated a healthy relationship with your boss.

Rachelle's Answer #1

"My current boss is a very particular individual. Over the years I have taken the time to understand her preferences, her stress triggers, and what she enjoys seeing in my work. I find that if I stay one step ahead and maintain a positive attitude, we can work productively together."

Rachelle's Answer #2

"If your relationship with your boss wasn't fantastic, what efforts did you take to make it better?

Here are some suggestions:

- Try to understand what your boss values the most
- Keep your cool, even when you want to lose it
- Anticipate their needs and stay one step ahead
- Take leadership opportunities to show your worth
- Adapt to their preferences"

14.

When have you worked with a diverse group of people?

As a professional concierge, you will be working with, and for, a wide variety of people. Are you accustomed to working with a very large or diverse team of individuals? Assure the interviewer that you are able to handle an environment that offers diversity.

Rachelle's Answer #1

"I have worked with diverse groups of people most of my customer service career, including my time in university. I am most comfortable, and happy, in this type of environment because it offers many opportunities for continued learning."

Rachelle's Answer #2

"In my current role, I work alongside cross-functional teams regularly. Together, we manage our business and effectiveness."

15.

Do you prefer doing work on a routine day-to-day basis or do you prefer mixing up your routine occasionally?

The interviewer would like to know your preference when it comes to a predictable vs.unpredictable routine. Are you the individual who prefers to know what the routine will be, or do you thrive on the challenge and excitement of unpredictability?

Rachelle's Answer #1

"I prefer working in a more predictable environment because I can be more effective in my tasks. With that said, I can certainly work in an unpredictable environment from time to time."

Rachelle's Answer #2

"I am accustomed to working in an unpredictable environment and tend to prefer that pace. It's fast and makes every day different. I certainly enjoy the challenge!"

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25 Concierge Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.

Interview Questions

  1. Have you ever experienced bad customer service? What did you learn from it?
  2. How do you handle stress on the job?
  3. Why did you choose to become a concierge professional?
  4. Give me an example of a time when you went above and beyond.
  5. What experience do you have using team-based messaging applications?
  6. How would your co-workers describe your attention to detail?
  7. Would you be willing to work over 40 hours a week?
  8. Have you ever been yelled at by a patron? How did you handle the situation?
  9. Why should we hire you?
  10. We have had concerns about employee theft recently. What would you do if you caught an employee stealing?
  11. Tell me about yourself.
  12. Where do you see yourself in five years?
  13. How did you maintain a good relationship with your most recent hotel/department manager?
  14. When have you worked with a diverse group of people?
  15. Do you prefer doing work on a routine day-to-day basis or do you prefer mixing up your routine occasionally?
  16. Were you permitted to accept tips in your previous role?
  17. Poise and professionalism is required of you. Do you feel that you possess these qualities?
  18. Many of our patrons are business professionals. Tell me about your ability to fit in with this demographic.
  19. When have you had to shift your priorities in response to sudden changes?
  20. Would you say you are a better verbal or written communicator?
  21. What is your greatest weakness? What are you currently doing to improve it?
  22. What is the highest end restaurant within five miles of here?
  23. What tools do you use when finding local suggestions for tourists?
  24. How well do you know this surrounding area?
  25. Why do you want to work for our hotel?
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