Concierge
A Concierge is a customer service professional who acts as a hotel's primary point of contact for guest assistance and requests. They help create exceptional guest experiences by providing recommendations, making reservations, arranging transportation, and solving various guest needs. Think of them as a personal assistant for hotel guests, combining the roles of a knowledgeable local guide, problem solver, and guest relations expert. Similar roles might be called Guest Services Representative or Guest Relations Manager, but Concierge is the most recognized term in the hospitality industry.
Examples in Resumes
Served as Concierge at a 5-star hotel, handling over 50 guest requests daily
Led the Concierge desk team, maintaining a 98% guest satisfaction rate
Worked as Chief Concierge, managing VIP guest relations and special events
Typical job title: "Concierges"
Also try searching for:
Where to Find Concierges
Professional Organizations
Job Boards
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you handle a situation where multiple VIP guests need attention simultaneously?
Expected Answer: A senior concierge should explain their prioritization strategy, delegation skills, and ability to maintain service standards while managing multiple high-priority requests. They should mention team coordination and communication protocols.
Q: Tell me about a time you had to deal with a particularly challenging guest request.
Expected Answer: Should demonstrate problem-solving abilities, network utilization, and creative thinking while maintaining professional standards. Should include how they communicated with the guest throughout the process.
Mid Level Questions
Q: How do you stay updated about local attractions and events?
Expected Answer: Should discuss various information sources, networking with local businesses, and systems for maintaining current knowledge about area attractions, restaurants, and events.
Q: What steps do you take to personalize service for returning guests?
Expected Answer: Should explain methods for tracking guest preferences, maintaining guest history records, and proactively anticipating needs based on previous stays.
Junior Level Questions
Q: What would you do if you couldn't fulfill a guest's request?
Expected Answer: Should demonstrate understanding of offering alternatives, communicating professionally with guests, and knowing when to escalate to senior staff.
Q: How would you handle multiple guests waiting at the concierge desk?
Expected Answer: Should show basic understanding of guest prioritization, maintaining a welcoming attitude, and efficiently managing multiple requests.
Experience Level Indicators
Junior (0-2 years)
- Basic guest service skills
- Local area knowledge
- Reservation handling
- Computer system basics
Mid (2-5 years)
- Advanced problem-solving
- Vendor relationship management
- VIP guest handling
- Team coordination
Senior (5+ years)
- Team leadership
- Crisis management
- Strategic partnerships
- VIP network development
Red Flags to Watch For
- Poor communication skills or limited language proficiency
- Lack of local area knowledge
- Limited problem-solving abilities
- No experience with hospitality software systems
- Unwillingness to work flexible hours including weekends and holidays
Related Terms
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