Focus on guest service excellence, professional communication, problem-solving creativity, and coordination capabilities whilst assessing cultural sensitivity, discretion, local knowledge potential, and hospitality mindset for exceptional service delivery. Prioritise competencies that directly impact guest satisfaction and property reputation.
Common misunderstanding: Testing basic customer service instead of advanced Concierge skills
Many hiring managers test general customer service skills without focusing on Concierge-specific abilities like complex coordination, VIP service, and cultural sensitivity. These advanced skills separate luxury hospitality from basic customer service.
Let's say you are assessing Concierge candidates. Don't just test if they can be polite to customers. Test if they can coordinate a VIP guest's complex itinerary involving multiple venues, special dietary needs, and privacy requirements. This reveals the advanced coordination and cultural sensitivity that Concierge roles actually require.
Common misunderstanding: Focusing only on technical skills and ignoring people skills
Some managers focus only on technical abilities and overlook essential soft skills like professional presentation, emotional intelligence, and service philosophy. But these people skills matter most for guest experience.
Let's say you are assessing Concierge candidates. Someone knows all the computer systems and local attractions but struggles to read guest emotions or adapt their communication style. They'll miss guest needs and create poor experiences. Test emotional intelligence by watching how candidates respond to different guest personalities and situations.
Test service approach through role-play scenarios, assess warmth and professionalism in interactions, and evaluate ability to exceed expectations whilst maintaining appropriate boundaries and professional standards. Focus on authentic hospitality excellence rather than performed courtesy.
Common misunderstanding: Accepting nice-sounding answers without checking if candidates really mean them
Hiring managers sometimes accept superficial service responses without checking for genuine hospitality passion and real guest satisfaction commitment. Nice words don't guarantee excellent service.
Let's say you are assessing Concierge candidates. Someone gives perfect answers about exceeding guest expectations. Dig deeper: "Give me a specific example of when you went above and beyond for a guest. What exactly did you do and why?" Look for authentic enthusiasm and specific details that show real service passion, not rehearsed responses.
Common misunderstanding: Only asking about service instead of watching actual service
Some managers test service skills through questions without practical demonstration of guest interaction and service delivery. But talking about service is very different from actually providing excellent service.
Let's say you are assessing Concierge candidates. Don't just ask "How would you handle an angry guest?" Role-play the situation. Have someone act as a frustrated guest with a complex problem. Watch the candidate's body language, tone, and actual problem-solving approach. This shows real service ability better than theoretical answers.
Assess clarity and tact in professional communication, cultural sensitivity with diverse guests, active listening skills, and ability to explain complex arrangements clearly whilst maintaining discretion and confidentiality. Focus on hospitality-appropriate communication rather than generic verbal skills.
Common misunderstanding: Valuing confident talking over careful listening
Hiring managers sometimes focus on confident speaking without checking listening skills, cultural awareness, and professional tact. But Concierges succeed more through careful listening than confident talking.
Let's say you are assessing Concierge candidates. Someone speaks confidently but interrupts guests and misses important details about their requests. Another candidate listens carefully, asks thoughtful questions, and adapts their communication style to different guests. The second candidate will provide better service because they understand guest needs.
Common misunderstanding: Only testing communication in calm interview settings
Some managers test communication in calm interview conditions without checking how candidates communicate during service pressure and guest challenges. But real Concierge work requires professional communication under stress.
Let's say you are assessing Concierge candidates. Create realistic pressure scenarios: multiple guests with urgent requests, a system failure, and a difficult guest complaint all happening at once. Watch how candidates maintain professional tone, clear communication, and helpful attitude when stressed. This shows real hospitality communication skills.