How to Use the Concierge Interview Template

Why structured concierge interviews matter

A concierge is the human face of your hotel's promise. They're the person guests turn to when they want a restaurant that's actually worth the trip, a last-minute theatre ticket, or help navigating a family emergency far from home. A poor concierge gives generic advice guests could find on Google. A great one builds relationships that turn first-time visitors into lifelong loyal guests.

The challenge with hiring concierges is that the role blends soft skills that are hard to measure: intuition, resourcefulness, cultural awareness, and the kind of local knowledge that only comes from genuine curiosity. Candidates can talk a good game in an unstructured conversation, but a structured interview with consistent questions and scoring criteria reveals who genuinely has the depth and who's performing a polished surface act.

This 45-minute template covers the five competencies that separate exceptional concierges from adequate ones: guest service instinct, local expertise, creative problem-solving, communication adaptability, and professional discretion. Weighted scoring ensures you prioritise what matters most, and the practical trial shows you how candidates actually interact with guests rather than just how they describe it.

Pre-Interview Preparation

Before the candidate arrives, work through this checklist to set yourself up for a productive assessment.

Review candidate CV and hospitality experience - Look beyond job titles. A concierge who spent three years at a boutique hotel has different strengths than one from a large chain. Note any languages spoken, Les Clefs d'Or membership or aspiration, or experience in luxury retail or travel - these all indicate relevant transferable skills. Flag gaps or short tenures at previous properties.

Prepare interview area - Choose somewhere quiet and comfortable that reflects your hotel's standards. A concierge candidate will notice their surroundings and draw conclusions about your operation. A professional, well-presented interview space signals that you take the role seriously.

Have scoring sheets and pen ready - Document responses in real time. Concierge candidates tend to be articulate and engaging, which makes it tempting to rely on overall impression. Structured scoring keeps you objective, especially when comparing multiple candidates.

Ensure 45 minutes uninterrupted time - This role requires nuanced assessment. Brief your team that you're unavailable. Rushing a concierge interview misses the subtleties that distinguish a good candidate from an outstanding one.

Review hotel guest service standards - Refresh your understanding of your property's service philosophy, guest demographics, and current concierge challenges. This helps you assess whether the candidate's approach aligns with your operation's specific needs.

Customisation tips:

• For luxury properties, add "Review Les Clefs d'Or standards and expectations"
• For hotels with international clientele, add "Note language requirements for the role"
• For properties with an established concierge team, add "Brief current concierge on candidate for post-interview feedback"

Candidate Details

Record the candidate's full name exactly as they prefer to be called. This becomes your reference for all subsequent documentation.

Document when the interview took place. This is essential when comparing multiple candidates interviewed over several days and for any follow-up correspondence.

Guest Service Experience

Why this question matters:

A concierge who lacks genuine service instinct will default to transactional responses - handing guests a printed list of restaurants rather than asking about their preferences, their occasion, or their budget. Guest service experience isn't just about being polite; it's about anticipating needs, reading situations, and creating moments that guests remember and talk about long after checkout. Poor guest service from your concierge damages your hotel's reputation disproportionately because guests view the concierge as your property's expert and ambassador.

What good answers look like:

• Describes specific instances of exceeding guest expectations with concrete details ("A couple celebrating their anniversary wanted somewhere special - I called the restaurant directly, arranged for flowers at their table, and sent a handwritten note with the reservation confirmation")
• Shows understanding that exceptional service means different things to different guests ("Business travellers usually want efficiency and reliability; families need patience and practical solutions")
• Demonstrates proactive service rather than just reactive responses ("I noticed a guest studying a map in the lobby, so I approached and offered to help before they had to ask")
• References building relationships with local businesses and service providers to deliver better recommendations
• Discusses maintaining service quality during peak periods and under pressure
• Gives examples of remembering returning guest preferences and using that knowledge proactively

Red flags to watch for:

• Describes service in generic terms without specific examples ("I always go above and beyond")
• Focuses on following procedures rather than reading guest needs ("I give every guest the welcome pack")
• Cannot articulate the difference between good and exceptional service
• Previous roles show limited guest-facing responsibility despite claiming extensive experience
• Takes credit for team efforts without acknowledging colleagues' contributions
• Shows no curiosity about your hotel's guest demographics or service standards

Customisation tips:

• For luxury properties: Probe their experience with high-net-worth guests and the nuances of anticipatory service
• For business hotels: Focus on efficiency, repeat guest recognition, and corporate account management
• For resort properties: Explore their approach to creating memorable holiday experiences and managing guest expectations around leisure activities
• For boutique hotels: Ask about personalising service in smaller, more intimate settings where guests expect to be known by name

How to score:

• 5 - Excellent: Outstanding, specific examples of exceptional service that demonstrate genuine guest-first thinking and proactive anticipation of needs
• 4 - Good: Strong service orientation with good examples showing they understand the difference between adequate and exceptional
• 3 - Average: Basic understanding of guest service with some relevant examples, but lacks the depth or specificity that suggests real passion
• 2 - Below Average: Limited service experience or examples that suggest a transactional rather than relationship-focused approach
• 1 - Poor: No meaningful guest service background or dismissive attitude toward the service elements of the role

Local Knowledge

Why this question matters:

Local knowledge is the concierge's core product. A guest can search Google for "best restaurants near me," but they come to the concierge for curated, personal recommendations backed by genuine experience. A concierge who doesn't know the area - or worse, who relies on outdated information and commission-based referrals - erodes guest trust rapidly. Guests who receive poor recommendations won't complain to the concierge; they'll leave a review saying the hotel wasn't helpful.

What good answers look like:

• Demonstrates genuine familiarity with the local area beyond tourist highlights ("I know the owner at [restaurant], so I can usually get a table even when they're fully booked online")
• Describes a systematic approach to staying current ("I visit at least two new restaurants or venues each month, I follow local food critics, and I maintain a database of contacts")
• Shows awareness of different guest needs ("For families I recommend the park near the river with the playground; for couples I suggest the rooftop bar at [venue] which has the best sunset views")
• References building personal relationships with local businesses, taxi firms, theatre box offices, and activity providers
• Discusses seasonal variations, upcoming events, and how local knowledge needs constant refreshing

Red flags to watch for:

• Only knows the most obvious tourist attractions that any guest could find online
• Cannot name specific restaurants, venues, or experiences - speaks only in generalities
• No evidence of a system for keeping knowledge current ("I just know the area from living here")
• Relies heavily on third-party booking platforms rather than direct relationships
• Has not researched your hotel's specific location or neighbourhood before the interview
• Suggests commission-based recommendations without mentioning guest suitability first

Customisation tips:

• For city centre hotels: Emphasise knowledge of dining, nightlife, cultural venues, and transport connections
• For countryside or resort properties: Focus on outdoor activities, local experiences, and seasonal attractions
• For properties near business districts: Probe knowledge of conference facilities, private dining, and corporate entertainment options
• For international tourist destinations: Ask about communicating local customs and cultural considerations to overseas guests

How to score:

• 5 - Excellent: Extensive, specific local knowledge with established networks and a clear system for staying current; has clearly researched your property's area
• 4 - Good: Good area knowledge with a proactive approach to learning and maintaining contacts; demonstrates genuine curiosity about the locality
• 3 - Average: Basic local awareness that covers the essentials but lacks depth, personal connections, or a systematic approach to staying informed
• 2 - Below Average: Limited area knowledge with no evidence of personal exploration or relationship-building with local businesses
• 1 - Poor: No meaningful local knowledge and no apparent strategy for developing it

Problem Solving

Why this question matters:

Guests bring concierges problems that don't have standard solutions. A guest needs a same-day suit alteration for a funeral. A family's hired car has broken down and they're stranded 30 miles away. A VIP's dietary requirements have changed the night before a private dinner for 20. A concierge who can only follow scripts for common requests will leave guests stranded when it matters most. Creative, resourceful problem-solving is what transforms a concierge from a hotel information desk into an indispensable part of the guest experience.

What good answers look like:

• Describes specific unusual requests with detailed resolution stories ("A guest needed a particular brand of baby formula that wasn't available locally - I called three pharmacies, found one that could order it in, then arranged a courier to collect it")
• Shows a problem-solving methodology: stay calm, understand the full picture, explore options, act decisively
• Demonstrates a network of contacts they can call on ("I have a tailor who does same-day alterations, a florist who'll deliver within the hour, and a car service I trust for airport emergencies")
• References learning from past challenges to build better contingency plans
• Shows willingness to go beyond what's convenient or easy to find a solution

Red flags to watch for:

• Only describes solving routine requests (restaurant bookings, taxi orders) as if they were exceptional
• Gives up easily when the first option doesn't work ("I told the guest it wasn't possible")
• Cannot describe their problem-solving process - just says they "figured it out"
• Relies entirely on the hotel's existing systems and contacts rather than building their own resourcefulness
• Panics or becomes flustered when describing challenging situations
• Blames others (suppliers, colleagues, the guest themselves) when solutions didn't work

Customisation tips:

• For luxury properties: Ask about handling high-value, complex requests from demanding guests with specific expectations
• For business hotels: Focus on solving corporate travel problems - changed flights, last-minute meeting room needs, document printing and courier services
• For properties in remote locations: Explore how they'd handle requests when options are limited and distances are large
• For city hotels: Probe their approach to solving problems during peak tourist seasons when availability is scarce

How to score:

• 5 - Excellent: Creative, resourceful solutions to genuinely unusual or difficult requests; demonstrates a clear methodology and a strong network of contacts
• 4 - Good: Handles challenges effectively with good examples of thinking beyond the obvious; shows initiative and persistence
• 3 - Average: Can resolve standard issues competently but lacks examples of dealing with truly unusual or difficult requests
• 2 - Below Average: Struggles with non-routine requests or gives up when the straightforward solution isn't available
• 1 - Poor: Cannot describe handling problems independently; waits for instructions or passes problems to others

Communication Skills

Why this question matters:

A concierge interacts with the widest range of guests in any hotel role. In a single shift, they might help a nervous first-time traveller, brief a high-profile celebrity on privacy arrangements, assist a non-English-speaking family, and coordinate with a corporate PA organising a board dinner. Each interaction requires a different communication register - and getting it wrong creates awkwardness at best and offence at worst. A concierge who communicates in one mode, regardless of the guest, will alienate some of your most valuable customers.

What good answers look like:

• Gives specific examples of adapting their style ("With business travellers I keep things brief and solution-focused; with families on holiday I slow down, include the children in the conversation, and make it feel relaxed")
• Demonstrates awareness of non-verbal communication and reading guest cues ("If someone's checking their watch, I know to be concise; if they're settling into a chat, I can afford to share more detail")
• Discusses handling language barriers practically ("I use translation apps as a backup, but I've also learned basic greetings in the six languages our guests most commonly speak")
• Shows experience communicating with VIPs, celebrities, or high-net-worth individuals without being starstruck or overly familiar
• References adapting written communication too - emails to corporate bookers versus handwritten notes for personal occasions

Red flags to watch for:

• Communicates in a single, rehearsed style during the interview itself - overly formal or overly casual regardless of your cues
• Cannot give examples of adapting their approach for different guest types
• Focuses on what they say rather than how they listen ("I always make sure to tell guests about...")
• Uncomfortable discussing interactions with guests from different cultural backgrounds
• Talks over you or dominates the conversation without reading your body language
• Dismissive of the communication challenges the role presents ("I get along with everyone")

Customisation tips:

• For properties with international clientele: Probe language skills and cross-cultural communication experience
• For hotels frequented by celebrities or high-profile guests: Ask about discretion in communication and managing media enquiries
• For properties with older or less tech-savvy guests: Explore patience and clarity in explaining technology-related services
• For business-focused hotels: Focus on professional communication with PAs, corporate bookers, and event organisers

How to score:

• 5 - Excellent: Exceptional adaptability across all guest types with specific, convincing examples; demonstrates active listening and genuine emotional intelligence
• 4 - Good: Adapts well to different guests with good examples; comfortable adjusting their register and shows awareness of non-verbal cues
• 3 - Average: Adequate communication skills that work for most situations but lacks the flexibility or self-awareness for truly diverse interactions
• 2 - Below Average: Limited ability to adapt communication style; tends toward a one-size-fits-all approach
• 1 - Poor: Poor communication skills or inability to recognise that different guests require different approaches

Discretion and Confidentiality

Why this question matters:

Concierges know which room a guest is staying in, who they're meeting, what they're celebrating, and sometimes what they're hiding. They book private dinners, arrange surprise proposals, handle sensitive travel changes, and manage requests that guests would be mortified to see shared. A single breach of confidentiality can destroy a guest relationship, generate negative publicity, and in the case of high-profile guests, create serious legal liability. Discretion isn't just a nice quality in a concierge - it's a non-negotiable professional requirement.

What good answers look like:

• Articulates clear principles about what information can and cannot be shared ("I never confirm or deny whether a specific person is staying at the hotel, even to someone who claims to be their colleague")
• Gives examples of navigating tricky situations ("A journalist once approached me asking about a celebrity guest - I redirected the conversation without confirming anything")
• Shows understanding of data protection obligations and how they apply practically to the concierge role
• Discusses handling situations where colleagues or other guests inadvertently seek confidential information
• References the difference between being discreet and being unhelpful - maintaining warmth while protecting privacy

Red flags to watch for:

• Shares anecdotes about previous guests in a way that identifies them or reveals sensitive details - even if they think it's a positive story
• Cannot articulate clear boundaries about information sharing
• Treats discretion as something that only applies to celebrities or VIPs, not to all guests
• Seems excited by the prospect of interacting with high-profile guests rather than treating it as a professional responsibility
• No awareness of GDPR or data protection principles as they relate to guest information
• Hesitates or seems uncertain when you present a hypothetical scenario involving confidential information

Customisation tips:

• For luxury properties hosting high-profile guests: Present specific scenarios involving media enquiries, paparazzi, and social media
• For properties hosting corporate retreats: Discuss confidentiality around business meetings, negotiations, and sensitive travel patterns
• For properties that handle weddings and celebrations: Explore managing surprise elements and family dynamics discreetly
• For all properties: Ask about their approach to social media - would they ever post about their work or guests online?

How to score:

• 5 - Excellent: Clear, professional understanding of discretion with strong examples; demonstrates instinctive boundary-setting and awareness of legal obligations
• 4 - Good: Good awareness of confidentiality requirements with practical examples of handling sensitive situations appropriately
• 3 - Average: Basic understanding of the need for discretion but limited practical experience or overly theoretical approach
• 2 - Below Average: Limited awareness of confidentiality requirements or uncomfortable discussing boundaries
• 1 - Poor: No understanding of discretion requirements or actively demonstrates poor judgement about guest information

Practical Trial

Why practical trials matter:

A concierge interview can feel like a performance - and good concierges are naturally good performers. The practical trial strips away rehearsed answers and shows you how the candidate actually behaves when faced with a live guest interaction. You'll see their body language, their pace, their ability to think on their feet, and whether their warmth is genuine or manufactured.

What to observe:

Presented professionally and warmly - Did they make natural eye contact? Was their posture open and welcoming? Did they smile genuinely rather than mechanically? First impressions are the concierge's entire currency.

Listened actively to guest needs - Did they let the guest finish speaking before responding? Did they ask clarifying questions? Did they pick up on subtle cues about what the guest actually wanted versus what they explicitly asked for?

Offered helpful and accurate information - Even in a role-play scenario, you can see whether they give considered, relevant responses or fall back on generic filler. Did they admit when they didn't know something rather than bluffing?

Showed initiative in problem-solving - When presented with a challenge, did they offer alternatives? Did they show resourcefulness? Did they take ownership of the problem rather than deflecting?

Maintained composure throughout - Did they stay calm when the scenario became challenging? A practical trial should include at least one curveball - a difficult request, a language barrier, or an emotional guest - to test composure.

Setting up an effective trial:

• Create a realistic scenario: a guest arriving who needs restaurant recommendations, transport arrangements, and help with a specific request
• Include a curveball that requires creative thinking (the restaurant is fully booked, the requested show is sold out)
• Have a colleague play the guest, briefed to present a range of emotions and requests
• Observe from nearby but don't hover - natural behaviour requires some space
• Allow 15-20 minutes for the scenario to develop naturally

How to score the trial:

• 5 - Exceptional: Natural concierge presence with genuine warmth, excellent listening, and creative problem-solving under pressure
• 4 - Strong: Good guest interaction with professional manner; handled challenges well with minor room for improvement
• 3 - Adequate: Shows potential with training; basic guest interaction skills present but needs development in confidence or resourcefulness
• 2 - Below Standard: Struggled with the guest scenario; missed cues, gave generic responses, or became flustered under pressure
• 1 - Inadequate: Not suited for a guest-facing concierge role; fundamental issues with interaction, composure, or professionalism

Cultural Fit Assessment

Beyond skills and experience, cultural fit determines whether a concierge will thrive at your property. Select all indicators that genuinely apply based on your observations throughout the interview and trial.

Shows genuine care for guests - Did their eyes light up when discussing guest interactions? Do they talk about guests as individuals rather than room numbers? Genuine care cannot be trained - it's either there or it isn't.

Demonstrates professionalism - Did they arrive on time, dressed appropriately, and present themselves in a way that reflects the standards you'd expect at your front desk? A concierge's presentation is part of the guest experience.

Displays natural curiosity - Great concierges are naturally curious people. They explore their city, try new restaurants, read local news, and absorb information because they find it genuinely interesting - not because it's a job requirement.

Shows local area enthusiasm - Did they speak about the area with genuine energy? Could they recommend something they personally enjoy? Enthusiasm is contagious and guests can tell the difference between genuine passion and scripted recommendations.

Interest in hospitality excellence - Do they follow what's happening in the wider hospitality industry? Do they aspire to Les Clefs d'Or membership or similar professional development? Ambition in this role indicates someone who'll push your service standards upward.

Positive about varied requests - Did they seem energised by the variety of the role, or did certain types of requests seem to bore or frustrate them? The best concierges thrive on the unpredictability.

Weighted Scoring

The weighted scoring system reflects what matters most for concierge success. Guest service carries the heaviest weighting because it underpins everything else a concierge does.

Guest service carries the highest weight because it's the foundation of the concierge role. A concierge with perfect local knowledge but poor service instincts will still disappoint guests. Rate 1-5 based on the guest service question and practical trial observations, then multiply by 0.35.

Local knowledge is the concierge's specialist product - what separates them from a generic front desk. Rate 1-5 based on the depth, specificity, and currency of their local expertise, then multiply by 0.25.

Problem-solving resourcefulness determines whether a concierge can handle the unexpected requests that define the role. Rate 1-5 based on the creativity and persistence shown in their examples, then multiply by 0.25.

Cultural fit affects retention and team dynamics. Rate 1-5 based on the cultural fit assessment indicators and your overall impression of alignment with your property's values, then multiply by 0.15.

Add all weighted scores together for the final result. Maximum possible is 5.0.

Interpretation:

• 4.0 and above: Strong hire - offer position with confidence
• 3.5 to 3.9: Hire with development plan - good candidate who may need support building local networks or adapting to your property's standards
• 3.0 to 3.4: Consider second interview - potential but significant questions remain, perhaps around local knowledge depth or service consistency
• Below 3.0: Do not proceed - significant concerns that training cannot address

Customisation tips:

• Luxury properties might increase Guest Service to 0.40 and reduce Cultural Fit to 0.10
• Properties where local knowledge is the primary differentiator might increase Local Knowledge to 0.30 and reduce Problem Solving to 0.20
• New properties building a concierge team from scratch might increase Cultural Fit to 0.20 and reduce Local Knowledge to 0.20, accepting that local expertise can be developed

Final Recommendation

Based on all assessments, select your hiring decision:

• Strong Hire - Offer position immediately: Exceptional candidate who demonstrates the service instinct, local knowledge, and professional presence your property needs; move fast before they accept elsewhere
• Hire - Good candidate, offer position: Solid choice who meets your core requirements and shows clear potential for growth
• Maybe - Conduct second interview or check references: Promising in some areas but gaps remain - consider a second interview focusing on weaker areas, or verify claims through reference checks
• Probably Not - Significant concerns, unlikely to hire: Issues around service depth, local knowledge, or professional discretion that are unlikely to be resolved through training alone
• Do Not Hire - Not suitable for this role: Clear misfit for the concierge role; don't proceed regardless of hiring pressure

Additional Notes

Record any observations, concerns, or follow-up actions that don't fit elsewhere. This might include:

• Specific reference check questions to ask (especially around discretion and reliability)
• Language skills that need verification
• Local knowledge areas that need development if hired
• Professional development opportunities (Les Clefs d'Or pathway, language courses)
• Availability for the shift patterns your property requires
• Contacts or networks they mentioned that could benefit your operation

What's next

Once you've selected your concierge, proper onboarding is essential for retention and rapid effectiveness. See our guide on Concierge onboarding to ensure your new hire builds the local knowledge, guest relationships, and professional networks they need to deliver exceptional service from day one.