Weight guest service excellence heavily alongside professional communication and problem-solving abilities whilst focusing on hospitality competencies, service delivery quality, and guest satisfaction potential rather than generic metrics. Create evaluation system that predicts exceptional guest service performance.
Common misunderstanding: Using the same scoring system for all customer service jobs
Many hiring managers use generic customer service scoring for Concierge positions without adapting for hospitality excellence. But Concierge roles need special assessment of guest interaction quality, service coordination, and professional presentation.
Let's say you are scoring Concierge candidates. Don't just score "customer service" generally. Create specific categories like "guest service warmth," "complex coordination ability," and "professional presentation." Weight guest service excellence at 40%, coordination skills at 30%, and professional presentation at 20%. Basic customer service scoring misses what makes Concierges exceptional.
Common misunderstanding: Focusing too much on technical skills instead of service attitude
Some managers score technical skills too heavily without realising that Concierge success depends more on service mindset and guest relationship building than technical abilities. You can teach systems, but you can't teach genuine service passion.
Let's say you are scoring Concierge candidates. Someone knows all the computer systems and local attractions but seems detached from guests. Another candidate has less technical knowledge but shows genuine care and enthusiasm for helping people. The second candidate will likely succeed better because service attitude matters more than technical knowledge.
Prioritise guest service philosophy, professional presentation, coordination capabilities, and communication excellence whilst balancing current hospitality competency with service mindset and cultural fit for property standards. Focus on predictors of guest satisfaction rather than resume credentials.
Common misunderstanding: Being impressed by fancy job titles instead of actual service quality
Hiring managers sometimes focus on impressive hospitality experience without checking how well candidates actually serve guests and interact professionally. Job titles don't predict service excellence.
Let's say you are scoring Concierge candidates. Someone worked at luxury hotels but seems rushed and impersonal during your interview. Another candidate worked at smaller properties but shows exceptional warmth and attention to detail. Focus on how they treat people, not where they worked. Service approach predicts success better than prestigious experience.
Common misunderstanding: Not caring enough about whether candidates fit your hotel's style
Some managers don't score cultural fit and service philosophy highly enough without realising that alignment with property standards affects service quality and long-term success. A mismatched candidate will struggle regardless of skills.
Let's say you are scoring Concierge candidates for a relaxed boutique hotel. Someone has excellent skills but prefers formal, structured service styles. They might succeed technically but won't thrive in your environment. Score cultural fit heavily - at least 25% of total evaluation. The right fit delivers better service and stays longer.
Focus on service approach quality and guest interaction capability rather than specific experience types whilst assessing hospitality mindset, professional development potential, and alignment with property service philosophy. Evaluate transferable competencies rather than industry pedigree.
Common misunderstanding: Only valuing luxury hotel experience
Hiring managers sometimes favour candidates with luxury hotel experience without considering excellent service from other hospitality contexts. Great guest service skills can come from many different environments.
Let's say you are comparing Concierge candidates. One worked at five-star hotels but seems scripted and cold. Another worked at boutique B&Bs and shows genuine warmth and creative problem-solving. Don't automatically score luxury experience higher. Focus on service quality, not venue prestige. Diverse hospitality experience often creates more adaptable, resourceful Concierges.
Common misunderstanding: Rejecting candidates without hotel experience
Some managers dismiss candidates without hotel experience without checking transferable service skills from retail, events, or customer service backgrounds. These skills often translate well to Concierge work with proper training.
Let's say you are scoring Concierge candidates. Someone worked in high-end retail, managing VIP clients and coordinating special orders. They show excellent professional presentation, attention to detail, and service mindset. Don't score them lower just because they lack hotel experience. Assess their actual service capabilities - they might excel at guest relationships and coordination.