Tell me about a time when you had to adapt to a change in schedule or unexpected situation.

Sample answer to the question

One example of when I had to adapt to a change in schedule was during my time working as a concierge at a busy hotel. We had a VIP guest arriving later in the evening, and I had everything prepared for their arrival. However, just a few hours before their expected check-in time, I received a call from the guest's assistant informing me that their flight had been delayed and they would not be arriving until the next morning. This unexpected change meant that I had to quickly rearrange their transportation, reschedule their dinner reservation, and notify the rest of the staff about the change. Despite the last-minute adjustments, I remained calm and efficiently handled the situation to ensure that the guest's experience was not compromised.

A more solid answer

During my time as a concierge at a busy hotel, I encountered numerous instances where I had to adapt to changes in schedule or unexpected situations. One particular example that stands out was when a major event was unexpectedly canceled due to inclement weather. Many of our guests had made reservations for this event and were looking forward to attending. As soon as I received the news, I quickly contacted all the affected guests to inform them about the cancellation and offer alternative options for their evening. I proactively suggested other local attractions and activities they could enjoy instead. Additionally, I worked closely with the hotel's restaurant to arrange special dinner menus and entertainment options for those guests who preferred to stay on-site. By being attentive to detail and maintaining open communication with the guests, I ensured that their experience was not negatively impacted by the sudden change in plans.

Why this is a more solid answer:

This is a solid answer because it provides a specific example of a time when the candidate had to adapt to a change in schedule or unexpected situation. It demonstrates the candidate's problem-solving abilities, flexibility, and attention to detail, which are all important skills for a concierge role. However, the answer could be improved by providing more specific details about how the candidate handled the situation and the positive outcomes that resulted from their actions.

An exceptional answer

As a concierge, I have faced numerous instances where I had to adapt to changes in schedule or unexpected situations. One particularly challenging situation occurred during a major power outage in the city. The outage disrupted many of the services and amenities that our guests rely on, and it was essential for me to ensure their comfort and satisfaction despite the circumstances. I quickly assessed the situation and created a detailed plan to address the most critical needs of our guests. This included arranging alternative dining options at nearby restaurants that had generators, coordinating transportation to local attractions that were still operational, and providing extra amenities such as battery-powered fans and flashlights in guest rooms. I also maintained open and transparent communication with guests, keeping them informed about the situation and reassuring them that we were doing everything possible to minimize the impact of the outage. Through my proactive efforts and attention to detail, I was able to alleviate concerns and ensure that the guests had a positive experience despite the unexpected circumstances.

Why this is an exceptional answer:

This is an exceptional answer because it provides a highly detailed and comprehensive example of a time when the candidate had to adapt to a change in schedule or unexpected situation. The answer demonstrates the candidate's problem-solving abilities, exceptional attention to detail, and ability to remain composed under pressure, all of which are critical for a concierge role. The candidate's proactive approach and effective communication with guests set them apart from other candidates. However, the answer could be further improved by providing specific metrics or feedback from guests to demonstrate the positive impact of the candidate's actions.

How to prepare for this question

Reflect on past experiences where you had to adapt to changes in schedule or unexpected situations. Think about the specific actions you took and the outcomes that resulted from those actions.
Consider how your problem-solving abilities, attention to detail, and flexibility can be applied to various scenarios in a concierge role.
Practice articulating your experiences and actions in a clear and concise manner. Focus on demonstrating your communication skills and ability to remain composed under pressure.
Research common unexpected situations or changes in schedule that can occur in a concierge role. Familiarize yourself with strategies and best practices for handling these situations.
Be prepared to provide specific examples and quantify the positive outcomes of your actions. This can help showcase the effectiveness of your problem-solving abilities and attention to detail.

What interviewers are evaluating

Flexibility
Problem-solving abilities
Attention to detail