Who is a hotel concierge? This is a multilingual hotel staff member who handles luggage and mail, makes reservations in a hotel for customers, and arranges tours.
Below are the top 20 questions and answers that will guide you in your interview.
1. Why Are You Interested In This Role?
When you are asked this question, you should talk about the reason why you want to work for the hotel. Consider talking about nurturing your experience, earning a living, and advancing your skills as well.
“After I learned that there was an opening in your hotel, I did not hesitate to apply for the post since I had all the qualifications listed and I needed a job to earn a living so that I could support my family. Also, I want to use the skills and knowledge that I have gained from the university and past experiences to earn an income. In addition, I saw a great performance of your hotel, and I would be delighted to sharpen and gain more knowledge and skills from you as well. Providing my services to better the performance of your business and at the same time earning and gaining knowledge and skills sounds perfect to me. This is a win-win situation for both of us.”
2. What Are The Roles Of A Hotel Concierge?
The interviewer wants to know whether you are aware of the duties and responsibilities that you are entitled to. Talk about the main duties and responsibilities of a hotel concierge.
“As a hotel concierge, these are the duties and responsibilities that I am expected to perform;
i) Greeting and welcoming guests to your hotel
ii) Managing guest/ customer’s complaints
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iii) Taking messages
iv) Performing basic administrative/secretarial/ reception duties
v) Running errands to assist the guests
vi) Arranging transportation and excursion upon visitor’s request
vii) Obtaining tickets for events
These are the top duties and responsibilities I would be delighted to perform in your hotel .”
3. What Are The Qualities That A Hotel concierge Need To Be Successful
Your interviewer expects you to tell them the qualities you have that you think can help you succeed working as a hotel concierge.
“Despite having the academic and experience qualifications, I believe that having the right personal qualities determines whether you are going to perform well in this role or not. As a hotel concierge, I should have good customer-to-business communication skills since there is a lot of communication with the guests. Secondly, customer service skills are essential since you are dealing with your customers directly. Having problem-solving skills is also essential since you have to solve issues that may arise in the hotel. Lastly, a hotel concierge should be able to work in a team since there are several departments they have to work with to succeed in this role,”
4. What Major Challenges Did You Face During Your Last Role? How Did You Manage?
The interviewer wants you to tell them the difficulties that you faced in your previous role. Talk about the main challenge and the ways you used to manage them.
“Cultural barriers were one of the challenges I faced in my previous role. Since I could get a lot of guests from different countries and communities, the language barrier would be a challenge. Some would expect to find their local foods in our hotel, but we didn’t have any. I could get a challenge communicating to such guests when there was the need to. To manage this, I had to use technology where I could get applications that would translate a speech immediately so that we can communicate effectively.”
5. Describe Your Daily Routine As A Hotel concierge?
Your interviewer wants to know what your daily schedule looks like. Give them a very organized schedule starting from the first activity until the last activity of the day.
“After arriving at the hotel, I would first check-in and go to every room in the hotel to make sure that everything is in place. I would then get into my computer and start checking if there are any current bookings or reservations to our hotel. I would then start booking them and matching their expectations to get them the rooms of their desire. Once the guests arrive at the hotel, I would be in the front line to welcome them and show them around. I would also answer any questions they needed answers to. Lastly, I would set all ears to make sure that they get what they request. That would be a busy day at work.”
6. Describe Briefly About Your Experience
The interviewer wants to know where you have worked before, for how long you have worked, and the experience you have gained.
“After completing my Bachelor’s degree in hotel management, I was employed as a hotel concierge at a hotel in the central business district. I worked there for five years, and I was able to gain a lot of experience by interacting with different staff and guests as well. After five years, I was employed in another hotel that mostly dealt with tourists’ hotel reservations and transport services. I was able to meet different types of people from different cultural backgrounds. Meeting them was an advantage to me since I learned a lot from them. I worked there for three years.”
7. What Kind Of Strategies And Mindset Is Required For This Role?
The interviewer asks this question to learn what attitude you have towards this role. Talk about what hotel concierges should always focus on.
“The customer’s satisfaction and first impression depending on how the hotel concierge would present themselves and offer their services. One needs to fully focus on guest/ customer satisfaction to attract more customers and retain them. Every activity that a hotel concierge does in the hotel should be focused on improving customer satisfaction at all times.”
8. What Is The Biggest Challenge That You Foresee In This Job?
When you are asked about this question, you need to talk about the difficulties that you think might affect this sector in the future. Talk about the main challenge that you foresee.
“The main challenge that I foresee in this industry is unpredictability. As we know that the world keeps on changing, there is no guarantee that the customers that you had today will come today to eat the same menu. Tomorrow they may want to eat something that you never expected them to order. We all saw what happened to the hotel sector after the Pandemic was here with us. There were no customers. Predictability is a challenge that may affect this role in the future.”
9. How Do You Stay Motivated In Your Work?
The interviewer wants to know what it is that gives you motivation and morale while working. Consider talking about your achievements as your motivators.
“As I have said earlier, my main focus while working is customer satisfaction. When customers are satisfied with the types of foods and drinks, and the best room services that we offer, I always feel motivated to keep on growing in this career. Some customers will even offer some tips to us for a good job that we have done. This will make us feel that we are doing a great job towards customer satisfaction. That would be a great motivation to me.”
10. Describe A Time When You Failed In This Role And The Lessons You Learned.
Your interviewer wants you to tell them when you made a mistake in your role. Talk about the biggest mistake that you made and the lesson that you learned.
“In my entry-level position as a hotel concierge, I did not know that customer engagement is very crucial in this role. I did not dwell so much on engaging the customers to collect their views and feedback. Most of the customers did not return when they came to our hotel. After having a detailed study and research, I learned that customer engagement would help you build a close relationship with customers and visitors. When I started engaging them, sales and visits began to rise. We need to engage our customers as hotel concierges so that we can build a good relationship with them.”
11. Why Do You Feel You Are Most Suited For This Role?
Your interviewer wants to know why you think you are the only candidate you are looking for. Talk about the unique qualities and experiences that you have and how they are going to make you the best.
“According to your qualification list, I think that I am the only candidate you are looking for because of the experience, knowledge, and skills that I have been equipped with in this sector. I have gained eight years’ experience while working as a hotel concierge. This is the kind of experience needed for a big hotel like yours. I believe that you will consider it as an added advantage to me.”
12. Share With Us Your Greatest Achievement
When the interviewer asks you this question, they expect you to talk about the most significant goals that you have attained in your career. Talk about the awards, promotions, and goals that you have received.
“Having worked for eight years in this role, you must expect some achievements, rewards, and promotions. In my previous role, I was awarded as the best hotel concierge of my branch. Since the hotel had several branches across the country, the best hotel concierge would be recognized and awarded as the best hotel concierge of the overall hotels. This was a very great achievement in my career. I hope that I will get a chance in your institution to achieve more in my career by giving the best services to your esteemed customers and guests.”
13. What Top Five Mistakes You Are Supposed To Avoid As A Hotel Concierge?
Since this role can have many mistakes and errors made, the interviewer wants you to tell them what mistakes you would avoid at all costs.
“As a hotel concierge, it is very easy to make a small mistake that can cost you largely. These are the top five mistakes and errors I would avoid at all costs.
i) Poor communication with your guests
ii) Being inaudible while talking to your guests
iii) Failing to create customer engagement
iv) Not inspecting the rooms to make sure that everything is in place before checking your guests in.
v) Showing personal attitudes to the guests.
Those would be my top five mistakes I would avoid as a hotel concierge.”
14. What Strategies Would You Put In Place To Ensure Customer/Guest Satisfaction?
The interviewer wants to know what you can do to ensure that everything is running smoothly in the hotel. Talk about the strategies that may help you in this role.
“The strategies that I would put in place to ensure success in this role would be;
i) Provide a better digital customer experience
ii) Perform random acts of kindness
iii) Offer unexpected amenities
iv) Enhance in-store experience
v) Remove customer pain
These would be nice strategies to put in place for success and help your employees maximize the productivity of the hotel .”
15. Take Us Through What Would Be Your Reaction When A Customer Enters The Hotel.
Your interviewer wants to know the steps you will take to welcome your customers when they arrive at the hotel. Talk about how you would welcome them and take them through.
“I would first greet them just the second they step in the door. I would then welcome them using appropriate and respectful titles like Sir, Ma’am, Dr, etc, and show them where to sit as we check them in. This time I will be telling more about the hotel and answer any questions that they need to ask. I would also explain various services that we offer and ask them what they needed at the moment. I would then check them in and show them the room I reserved for them. I would then leave the room service contacts in case they needed anything.”
16. How Would You Handle A Problem Raised By A Customer?
The interviewer wants you to tell them how you would solve problems as a hotel concierge.
“I would first listen to the problem from a customer without any interruptions. I would own the mistake and acknowledge the mistake and let them know that we are sorry. Even if I disagree with the customer, I would stay calm, maintain eye contact, and watch my body language. I would then listen to their suggestions and negotiate a solution that is acceptable to both parties. I would then solve the problem as agreed without causing any drama. That would be a problem solved professionally.”
17. How Would You Collect Feedback From Customers?
The interviewer wants to know the methods you would use to know if the customers are satisfied or not.
“Customer feedback is very important in this role and needs to be collected to better your performance and know where to improve. I would prefer using comment cards on each table that has four sections ‘How would you rate our services? Bad, bronze, silver, gold? The comment section, thank you.’ The customer would tick where appropriate, and the feedback would be recorded. This is a very convenient way of collecting customer feedback.”
18. How Would The People Close To You Describe Your Personality?
Your interviewer wants to know how your relationship with other people would be like. Talk about the nice things they would say about you.
“I believe that the close people I have well interacted with would describe me as a creative, humble, and problem-solving person. That would differ from person to person, but it would be something close to that.”
19. How Do You Deal With Anger And Dissatisfaction In Your Job
The interviewer wants to know how you would react when you are not comfortable with something and how you would address it.
“If it is something that has angered me too much, I would take a break, have a glass of cold water, breathe in and out to cool down, and think about how I would solve that. That would be the best way to deal with extreme anger that cannot be dealt with in front of the customers.”
20. Why Did You Quit Your Previous Role?
The interviewer wants to know why you left your previous job to come and work for them. Be honest with them.
“In my previous role as a hotel concierge, I had been employed on a contract. Upon the expiry of the contract, I chose not to renew it so that I can have a different experience in a different environment. I hope that this will be my new environment to work and learn from.”
This is a very exciting career. You need to answer the questions confidently and show them that your main focus is increasing productivity through customer satisfaction. All the best!