How do you handle a situation where a guest has a last-minute request?

Sample answer to the question

When faced with a last-minute request from a guest, I understand the importance of responding quickly and efficiently. I would start by listening attentively to the guest's request, ensuring that I fully understand their needs. Depending on the request, I would assess the feasibility and urgency of fulfilling it. If it falls within the scope of my responsibilities, I would take immediate action to meet the request. For example, if the guest needs a restaurant reservation, I would use my knowledge of local dining options to find a suitable place and make the reservation. If the request is outside of my area of expertise, I would consult with my colleagues or supervisors to find a solution. Throughout the process, I would provide updates to the guest, keeping them informed of the progress. Once the request is fulfilled, I would follow up with the guest to ensure their satisfaction and address any additional needs or concerns.

A more solid answer

In my previous role as a concierge at a luxury hotel, I encountered numerous last-minute requests from guests. One such request came from a guest who needed to arrange transportation to a hard-to-reach hiking trail. I immediately contacted local transportation providers to find a suitable solution. After several calls, I managed to secure a private car service that could take the guest directly to the trailhead. I communicated the details to the guest, who was delighted with the prompt and efficient service. Another example is when a guest requested a reservation at a fully booked restaurant. I used my extensive knowledge of the local dining scene to recommend an alternate restaurant with a similar cuisine and ambiance, which the guest thoroughly enjoyed. By sharing these examples, I hope to convey my ability to handle last-minute requests effectively and provide exceptional service to guests.

Why this is a more solid answer:

The solid answer includes specific examples from the candidate's past experiences as a concierge. It demonstrates their ability to handle last-minute requests by showcasing their problem-solving skills, knowledge of the local area, and attention to detail. The examples also highlight their excellent communication skills and ability to provide alternative solutions when necessary. However, the answer could be improved by mentioning the candidate's proactive approach in anticipating potential last-minute requests and taking preemptive actions to fulfill them.

An exceptional answer

As a seasoned concierge with over five years of experience, I have developed a proactive approach to handling last-minute requests from guests. I understand that anticipating potential requests can significantly enhance the guest experience. For example, during a busy holiday season, I anticipated that guests might need assistance booking reservations for popular local attractions. To streamline the process, I created a list of frequently requested attractions and proactively made reservations in advance, ensuring availability for our guests. This proactive approach not only saved valuable time for our guests but also showcased our commitment to exceptional service. Additionally, I regularly communicate with restaurant managers, event organizers, and transportation providers to stay updated on availability and special offerings. This allows me to promptly fulfill last-minute requests and provide personalized recommendations based on guests' preferences. By staying ahead of potential requests, I can ensure that our guests feel cared for and have an unforgettable experience during their stay.

Why this is an exceptional answer:

The exceptional answer demonstrates the candidate's proactive approach to handling last-minute requests. It showcases their ability to anticipate potential needs and take preemptive actions, such as making advance reservations for popular attractions. The answer also highlights the candidate's strong networking skills, as they regularly communicate with local businesses to stay informed of availability and special offerings. This approach not only shows their dedication to exceptional customer service but also highlights their organizational skills and attention to detail. By consistently going above and beyond to anticipate and fulfill last-minute requests, the candidate sets themselves apart as an outstanding concierge.

How to prepare for this question

Familiarize yourself with the local area: Develop a comprehensive knowledge of dining, entertainment, and transportation options in the area. This will allow you to provide accurate recommendations and efficiently handle last-minute requests.
Practice problem-solving scenarios: Prepare for potential last-minute requests by practicing problem-solving scenarios. Think about how you would handle different situations and come up with creative solutions.
Enhance your communication skills: Effective communication is crucial in handling last-minute requests. Practice active listening, clear and concise communication, and the ability to provide updates and options to guests.
Stay updated on current events and offerings: Keep yourself informed about current events, festivals, and special offers in the local area. This will enable you to proactively suggest relevant experiences to guests and fulfill their last-minute requests.
Develop a strong network: Build relationships with local businesses, including restaurants, tour operators, and transportation providers. Regularly communicate with them to stay updated on availability and establish channels for fulfilling last-minute requests.

What interviewers are evaluating

Customer service
Organizational skills
Problem-solving abilities
Flexibility
Communication skills