Focus on guest service philosophy, problem-solving examples, and communication skills whilst asking about handling difficult guests, coordinating special requests, and managing multiple priorities whilst maintaining exceptional service standards. Assess genuine hospitality mindset and professional excellence.
Common misunderstanding: Using basic customer service questions
Many hiring managers ask basic customer service questions when they should test concierge-specific skills. Concierge work involves complex coordination, VIP service, and discretion that are very different from basic customer service.
Let's say you are interviewing a Concierge candidate. Instead of asking "How do you handle customer complaints?" (too basic), ask "How would you coordinate a last-minute restaurant reservation for VIP guests when their preferred venue is fully booked and they have specific dietary requirements?" This tests actual concierge coordination skills.
Common misunderstanding: Only testing technical knowledge
Some managers only test technical knowledge and forget to check service philosophy. They miss assessing genuine hospitality attitude, guest satisfaction commitment, and professional service approach that really determine concierge success.
Let's say you are evaluating a Concierge candidate who knows all the local attractions but does not demonstrate genuine service passion. Ask "What does exceptional guest service mean to you?" and "Tell me about a time you went above expectations." Service philosophy matters more than just local knowledge.
Explore specific examples of exceeding guest expectations, service recovery situations, and creating memorable experiences whilst focusing on service mindset, professional presentation, and genuine hospitality attitude. Evaluate authentic service delivery rather than theoretical customer service knowledge.
Common misunderstanding: Accepting textbook answers
Some managers accept perfect theory answers without asking for specific examples. They need to hear about actual guest interactions, service excellence, and hospitality delivery to know if candidates can really do the job.
Let's say you are interviewing a Concierge candidate who gives perfect textbook answers about service excellence. Do not accept theory alone. Ask "Give me a specific example of when you exceeded a guest's expectations. What exactly did you do and what was their reaction?" Specific examples reveal actual service capability.
Common misunderstanding: Ignoring personality and service attitude
Some managers focus on technical skills without checking service attitude, professional warmth, and hospitality instincts. These personality traits affect guest experience much more than technical abilities.
Let's say you are evaluating a Concierge candidate who has excellent computer skills and local knowledge but seems cold and detached. The service attitude and genuine warmth matter more than technical abilities because concierge work is fundamentally about creating positive guest relationships.
Ask about complex request coordination, last-minute challenges, and resource utilisation examples whilst exploring creativity in solution development, persistence in service delivery, and quality verification approaches. Focus on practical problem-solving rather than abstract reasoning abilities.
Common misunderstanding: Using general problem-solving tests
Some managers test general problem-solving when they should use hospitality-specific challenges. Concierge work involves guest request coordination, service provider management, and quality assurance that need special skills.
Let's say you are testing a Concierge candidate's problem-solving abilities. Instead of general puzzles, present hospitality challenges: "A guest wants theatre tickets for tonight's sold-out show, dinner at an exclusive restaurant, and transportation - all for their business partner visiting from abroad. Walk me through your approach." This tests concierge-specific coordination skills.
Common misunderstanding: Not testing coordination skills properly
Some managers do not test coordination skills properly. They miss checking the ability to manage multiple stakeholders, verify service quality, and ensure guest satisfaction through complex arrangements.
Let's say you are assessing a Concierge candidate's coordination skills. Ask about managing complex arrangements: "Describe coordinating a surprise anniversary celebration involving restaurant booking, flower delivery, transportation, and special room setup. How did you ensure everything went perfectly?" This reveals actual coordination and quality management abilities.