Tell us about a time when you had to handle a challenging guest request.

Sample answer to the question

One time, we had a guest who requested a last-minute reservation at a fully booked restaurant. I immediately called the restaurant and explained the situation. They were initially hesitant, but I managed to persuade them to accommodate our guest. I then informed the guest and they were thrilled. They had a wonderful dining experience and expressed their gratitude for going the extra mile. This situation taught me the importance of perseverance and creative problem-solving.

A more solid answer

During my time as a concierge at a luxury hotel, I encountered a challenging guest request when a VIP guest requested a private helicopter tour of the city. However, all the helicopter tour companies were fully booked for the entire week. Instead of giving up, I started contacting different companies in nearby cities and found one that had availability. I arranged for a chauffeured car to pick up the guest and drive them to the neighboring city for the helicopter tour. The guest was thrilled with the unique experience and praised our hotel for going above and beyond their expectations. This experience taught me the importance of persistence, resourcefulness, and thinking outside the box to fulfill guest requests.

Why this is a more solid answer:

The solid answer provides a specific example of a challenging guest request and demonstrates the candidate's skills in problem-solving, communication, and customer service. It includes more details about the situation and the actions taken to handle the request. However, it can still be further improved by mentioning any relationships built or maintained during the process.

An exceptional answer

In my role as a concierge, I encountered a challenging guest request when a couple staying at our hotel wanted to have a private dinner on a rooftop with a view of the city skyline. However, all the rooftop dining venues were fully booked for the evening. I immediately contacted the hotel's event coordinator and explained the situation. Working together, we brainstormed alternative solutions and decided to transform a vacant penthouse suite into a private dining space for the couple. I coordinated with the kitchen staff to create a personalized menu and arranged for a live jazz band to provide entertainment. On the day of the event, I personally decorated the suite with flowers, candles, and fairy lights to create a romantic atmosphere. The couple was amazed by the transformation and called it the most memorable dinner of their lives. This experience showcased my ability to think creatively, collaborate with different departments, and deliver exceptional personalized experiences to guests.

Why this is an exceptional answer:

The exceptional answer not only provides a specific and detailed example of a challenging guest request but also highlights the candidate's leadership and team management skills. It demonstrates their ability to think creatively, collaborate with other departments, and deliver personalized experiences. The answer also showcases their attention to detail and commitment to exceeding guest expectations.

How to prepare for this question

Reflect on past experiences where you faced challenging guest requests and think about how you handled them. Prepare specific examples and their outcomes.
Highlight your problem-solving skills and ability to think outside the box in your answer.
Emphasize your excellent interpersonal and communication skills in dealing with guests and other departments.
Mention any instances where you went above and beyond to exceed guest expectations.
Discuss any experience you have in training and mentoring junior staff.

What interviewers are evaluating

Customer Service
Problem Solving
Communication
Relationship Building