Describe a situation where you had to provide information and directions to a guest who was unfamiliar with the local area.

Sample answer to the question

One time, a guest approached me at the front desk and asked for information about nearby attractions and how to get there. I provided them with a map of the area and explained the best routes to take. I also recommended some local restaurants and entertainment options. The guest seemed satisfied with the information I provided and thanked me for my help.

A more solid answer

One evening, a guest arrived at our hotel and expressed their interest in exploring the local area. As a seasoned concierge, I immediately engaged in conversation to gather information about their preferences and interests. Based on their input, I provided personalized recommendations for dining, entertainment, and transportation options. I offered detailed directions, highlighting the best routes to navigate the city. To ensure their convenience, I provided a map and marked key locations of interest. Throughout the conversation, I maintained a friendly and enthusiastic demeanor, conveying genuine excitement about our city and its offerings. The guest left with a comprehensive understanding of the area and expressed gratitude for the valuable insights provided.

Why this is a more solid answer:

The solid answer expands upon the basic answer by including specific details and showcasing the candidate's outstanding customer service and knowledge of the local area. The candidate demonstrates their ability to engage with the guest, gather information, provide personalized recommendations, offer detailed directions, and maintain a friendly demeanor. However, the answer could still be improved by providing more examples or anecdotes to further highlight the candidate's skills and experiences.

An exceptional answer

During a busy holiday season, a family arrived at the hotel visibly overwhelmed and in search of guidance. As the lead concierge, I approached them warmly and empathetically, sensing their need for assistance. After understanding their interests and preferences, I curated a tailored itinerary that combined must-see attractions, hidden gems, and family-friendly dining options. Understanding their concerns about navigating the city, I not only provided detailed directions but also arranged for a trusted driver to pick them up each morning promptly. To further enhance their experience, I pre-booked restaurant reservations and secured exclusive discounts for local attractions. Throughout their stay, I remained accessible and proactive, checking in on their satisfaction and making adjustments to their itinerary as needed. The family left our hotel with unforgettable memories and expressed their heartfelt appreciation for the exceptional service they received.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a detailed and impactful example of the candidate's skills and experiences. The candidate showcases their exceptional customer service, empathy, ability to curate personalized experiences, and proactive approach to problem-solving. The answer demonstrates how the candidate exceeded expectations by arranging transportation, securing reservations, and continuously ensuring the guest's satisfaction. It provides a clear picture of how the candidate's skills and qualities align with the requirements of the position.

How to prepare for this question

Familiarize yourself with the local area, including dining, entertainment, and transportation options. Be prepared to provide detailed information and recommendations.
Practice active listening and empathetic communication skills to gather information about the guest's preferences and interests.
Research popular attractions, hidden gems, and family-friendly options to curate personalized itineraries.
Highlight your problem-solving abilities by showcasing instances where you went above and beyond to meet guest needs.
Prepare to discuss how you remain composed and maintain service standards in high-pressure situations.

What interviewers are evaluating

Outstanding customer service and interpersonal skills.
Knowledge of the local area, including dining, entertainment, and transportation options.