Test guest interaction skills, request coordination abilities, and problem-solving approaches through realistic service scenarios whilst focusing on professional presentation, service quality, and communication excellence over 60 minutes. Assess authentic hospitality capability through practical demonstration.
Common misunderstanding: Using basic customer service tests instead of concierge-specific challenges
Many hiring managers use generic customer service trials without testing actual Concierge skills like complex coordination, VIP service, and discretion. These roles need special abilities that basic service tests don't measure.
Let's say you are testing Concierge candidates. Instead of asking them to handle a simple complaint, create a complex scenario: "A VIP guest's private dinner reservation was cancelled last minute. They need a replacement venue, special dietary accommodation, and transportation - all within 2 hours." This tests actual Concierge coordination skills.
Common misunderstanding: Creating fake scenarios that don't match real work conditions
Some managers use unrealistic test scenarios that don't match actual hotel conditions. This means you can't see how candidates really work when dealing with real guest service pressures.
Let's say you are testing Concierge candidates. Don't just give them a written scenario to discuss. Set up the actual concierge desk, give them real hotel phones and systems, and have multiple people playing guests with different requests at the same time. This shows how they handle real work pressure.
Evaluate guest service delivery, information coordination, professional communication, and multitasking capability whilst including service recovery scenarios and special request management demonstrations. Focus on hospitality competencies rather than generic service skills.
Common misunderstanding: Testing simple service skills instead of advanced concierge abilities
Hiring managers sometimes test basic service skills without checking advanced Concierge capabilities like complex coordination, quality checking, and managing professional relationships with service providers.
Let's say you are testing Concierge candidates. Don't just ask them to book a restaurant. Ask them to coordinate a business guest's full day: airport pickup, meeting room setup, lunch for clients with dietary restrictions, evening entertainment, and departure arrangements. Watch how they plan, coordinate, and verify each detail.
Common misunderstanding: Not testing how candidates handle problems and disappointed guests
Some managers don't test service recovery skills without checking how candidates handle complaints, manage disappointed guests, and restore satisfaction. These skills are essential for Concierge success.
Let's say you are testing Concierge candidates. Role-play a frustrated guest whose theatre tickets were wrong, restaurant was terrible, and transportation was late. Watch how the candidate apologises, takes responsibility, offers solutions, and follows up. Problem-solving under pressure reveals true service capability.
Observe warmth and professionalism, service approach quality, and solution creativity whilst testing ability to exceed expectations, maintain service standards under pressure, and coordinate complex arrangements effectively. Assess genuine hospitality excellence rather than basic service compliance.
Common misunderstanding: Only caring if tasks get done, not how well they're done
Hiring managers sometimes only check if candidates complete tasks without looking at how they interact with guests and present themselves professionally. But the approach matters as much as the results.
Let's say you are testing Concierge candidates. Don't just check if they book the restaurant. Watch their tone of voice, body language, eye contact, and how they make guests feel valued. A candidate might get the task done but make guests feel rushed or unimportant.
Common misunderstanding: Accepting basic service instead of looking for excellence
Some managers accept adequate service without testing whether candidates can anticipate needs, exceed expectations, and create memorable experiences. But great Concierges go beyond just completing requests.
Let's say you are testing Concierge candidates. Give them a standard request like booking dinner for a guest's anniversary. Watch if they ask about preferences, suggest romantic touches, offer wine recommendations, or arrange special seating. Exceptional candidates think beyond the basic request to create special experiences.