Tell us about a time when you went above and beyond to create a memorable experience for a guest.

Sample answer to the question

One time, a guest at a hotel I was working at asked for a dinner reservation at a popular restaurant but unfortunately, they were fully booked. Instead of just apologizing, I took the initiative to call up the restaurant and spoke to the manager. I explained the situation and asked if there was anything they could do. Luckily, they agreed to open up a small table for the guest. The guest was extremely grateful for my efforts and had a wonderful dining experience. I was happy that I could go above and beyond to create a memorable experience for them.

A more solid answer

I had a guest who expressed interest in visiting a popular local attraction that was known for long lines and limited availability. As an experienced concierge, I knew that securing tickets for this attraction could be a challenging task. However, I saw this as an opportunity to create a memorable experience for the guest. I researched the attraction's website and discovered that they release a limited number of fast-pass tickets each morning. To ensure the guest's visit, I woke up early the next day, arrived at the attraction, and successfully obtained fast-pass tickets for the guest. When I informed the guest about the tickets and explained the effort I went through, they were extremely impressed and grateful. This experience not only exceeded the guest's expectations but also showcased my expert knowledge of local area attractions and services.

Why this is a more solid answer:

This answer provides more specific details about the candidate's ability to exceed guest expectations by going above and beyond to secure highly sought-after tickets for a popular local attraction. It also demonstrates their expert knowledge of local area attractions and services. However, it could still be improved by providing additional examples or showcasing leadership and team management skills.

An exceptional answer

During my time as a concierge at a luxury hotel, I received a special request from a high-profile guest who was celebrating their wedding anniversary. The guest wanted to surprise their spouse with a romantic horse-drawn carriage ride through the city. I knew that this request required meticulous planning and attention to detail. Firstly, I researched the best carriage ride providers in the area, considering factors such as safety, reputation, and romantic ambiance. After narrowing down the options, I personally visited each provider to evaluate their services and ensure they met the hotel's standards. Once I found the perfect carriage ride, I arranged for flowers, champagne, and a photographer to accompany the couple. On the day of the anniversary, I coordinated with the hotel's front desk and security team to ensure a seamless surprise for the guest and their spouse. The couple was overjoyed with the experience and expressed their gratitude for the unforgettable anniversary celebration. This exceptional experience not only showcased my ability to anticipate and fulfill guest needs but also highlighted my strong organizational and multitasking abilities.

Why this is an exceptional answer:

This answer goes above and beyond by describing a highly personalized and elaborate experience for a high-profile guest. It demonstrates the candidate's ability to anticipate and fulfill guest needs, as well as their strong organizational and multitasking abilities. The answer provides specific details about the planning process and showcases the candidate's leadership skills in coordinating with different teams within the hotel. The only area for improvement would be to incorporate more examples or emphasize cultural literacy and sensitivity.

How to prepare for this question

Familiarize yourself with the local area attractions, services, and events. Stay updated on the latest information and developments to provide accurate recommendations to guests.
Think of past experiences where you have exceeded guest expectations or gone above and beyond to create memorable experiences. Prepare specific examples that highlight your skills and expertise.
Consider how you can showcase your cultural literacy and sensitivity in your answer. You may have dealt with guests from diverse backgrounds or handled unique cultural requests in the past.
Reflect on your leadership and team management skills. Have examples ready to demonstrate your ability to mentor and train junior staff members.
Practice your answer to ensure it is concise, engaging, and highlights your key strengths and experiences.

What interviewers are evaluating

Expert knowledge of local area attractions and services
Ability to anticipate guest needs and exceed their expectations