Can you provide an example of a time when you went above and beyond to satisfy a guest's request?

Sample answer to the question

Sure, I can provide an example of a time when I went above and beyond to satisfy a guest's request. In my previous role as a concierge at a luxury hotel, a guest approached me with a last-minute request to arrange a private yacht tour for their anniversary. Despite it being a busy weekend, I immediately contacted my network of local yacht companies and managed to secure a reservation for them. To make it extra special, I personally decorated the yacht with flowers and champagne. The guests were thrilled with the surprise and expressed their gratitude for the exceptional service. It was a fulfilling experience to exceed their expectations and create a memorable moment for their celebration.

A more solid answer

Absolutely! Let me share a solid example of when I went above and beyond to satisfy a guest's request. In my previous role as a concierge at a 5-star hotel, a couple checked in for their honeymoon and mentioned their love for local cuisine. One evening, they asked me for recommendations for a romantic dinner with a private chef. Knowing the importance of their honeymoon, I took it upon myself to transform their experience. I contacted our executive chef, arranged a private dining setup on the rooftop terrace overlooking the city, and curated a personalized menu based on their preferences. I also coordinated with our sommelier to pair each course with the finest local wines. The couple was delighted and thanked me profusely for making their honeymoon truly unforgettable. This experience showcased my outstanding customer service, attention to detail in creating a romantic ambiance, and my ability to go the extra mile to exceed guest expectations.

Why this is a more solid answer:

The solid answer includes specific details and examples to demonstrate the candidate's outstanding customer service, attention to detail, and ability to exceed guest expectations. However, it can still be improved by providing more information on the candidate's organizational skills and flexibility in schedule.

An exceptional answer

Certainly! Let me share an exceptional example of when I went above and beyond to satisfy a guest's request. In my role as a concierge at a prestigious resort, a VIP guest approached me with a unique request. They wanted to surprise their partner with a private helicopter tour of the area at sunset. Knowing the guest's preference for exclusivity, I immediately contacted local helicopter companies to arrange a private tour with a knowledgeable pilot who could provide a personalized commentary. I went the extra mile by arranging for a professional photographer to capture breathtaking moments during the tour. To ensure a seamless experience, I coordinated with the resort's security team and aviation authorities to obtain the necessary permits and ensure a safe and unforgettable experience. The guest was thrilled beyond words and personally thanked me for making their stay extraordinary. This experience highlighted my exceptional organizational skills, attention to detail, and ability to work flexibly to satisfy unique guest requests.

Why this is an exceptional answer:

The exceptional answer goes into even more detail and showcases the candidate's exceptional organizational skills, attention to detail, and flexibility in fulfilling a unique guest request. It also demonstrates their ability to coordinate with various stakeholders and ensure a safe and memorable experience. Additionally, it emphasizes their commitment to providing exceptional customer service. The answer covers all the evaluation areas and exceeds expectations.

How to prepare for this question

Reflect on previous experiences where you went above and beyond to satisfy a guest's request. Be prepared to discuss the specific details and outcomes of those experiences.
Consider how your outstanding customer service and interpersonal skills have helped you in satisfying guest requests.
Think about instances where your strong organizational skills and attention to detail played a significant role in exceeding guest expectations.
Be ready to share examples of how you have demonstrated flexibility in your schedule to accommodate guest needs, especially during weekends, holidays, and evenings.
Highlight any experience or knowledge you have of the local area, including dining, entertainment, and transportation options, as it can be valuable in providing recommendations to guests.

What interviewers are evaluating

Outstanding customer service and interpersonal skills
Strong organizational skills and attention to detail
Flexibility in schedule, including availability for weekends, holidays, and evenings