INTERMEDIATE LEVEL

Describe a time when you had to handle a difficult guest request. How did you handle it?

Sample answer to the question

Once, a guest approached me with a difficult request for a last-minute dinner reservation at a fully booked restaurant. I calmly listened to the guest's request and assured them that I would do my best to accommodate their needs. I immediately contacted the restaurant and explained the situation. Despite their initial refusal, I persisted and asked if there were any alternatives available. Through my strong relationship with the restaurant's manager, I was able to secure a table for the guest. I called the guest back with the good news and they were extremely grateful for my efforts. I learned that effective communication and persistence can go a long way in handling difficult guest requests.

A more solid answer

In my previous role as a Resort Concierge, I encountered a challenging situation when a guest requested a last-minute dinner reservation at a fully booked restaurant. Understanding the importance of providing outstanding customer service, I immediately empathized with the guest and assured them that I would do everything possible to fulfill their request. I promptly contacted the restaurant and explained the situation, but they initially declined due to limited availability. Instead of giving up, I proactively suggested alternative dining options that matched the guest's preferences. I also utilized my strong network within the local restaurant industry and managed to secure a reservation at a nearby high-quality restaurant. I immediately informed the guest about the alternative option, and they were thrilled by my attentiveness and resourcefulness. This experience taught me the importance of thinking creatively, being proactive, and leveraging my network to exceed guest expectations.

Why this is a more solid answer:

The solid answer provides more specific details about the situation, demonstrating the candidate's ability to handle difficult guest requests. It highlights important skills and qualities required for the Resort Concierge role, such as empathy, resourcefulness, creativity, and networking. However, it can be further improved by providing insights into the candidate's time management skills and how they balanced the request with their other responsibilities.

An exceptional answer

During my time as a Resort Concierge, I faced a challenging guest request when an elderly couple arrived at the resort with their adult son who had special dietary restrictions due to severe food allergies. The couple was concerned about finding suitable dining options for their son while still enjoying their vacation. To address their request, I immediately consulted with the executive chef to discuss the situation and explore possible solutions. We decided to create a personalized dining plan for the son, involving dedicated meal preparations in a separate kitchen area to prevent cross-contamination. I collaborated closely with the culinary team, informing them about the specific food allergies and requirements. Additionally, I provided the couple with a comprehensive guide listing safe dining options within the resort and nearby establishments that could accommodate their son's needs. Throughout their stay, I maintained regular communication with the family, ensuring that their dining experiences were seamless and enjoyable. This experience reinforced the significance of exceptional problem-solving skills, effective collaboration, and attention to detail in providing personalized and inclusive guest experiences.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a highly detailed and specific example of handling a difficult guest request. It showcases the candidate's ability to handle complex situations, collaborate with different departments, and prioritize guest satisfaction. It also demonstrates the candidate's cultural awareness and ability to accommodate special requirements. However, to further enhance the answer, the candidate could mention their time management skills in coordinating the personalized dining plan while handling other responsibilities as a Resort Concierge.

How to prepare for this question

Familiarize yourself with the restaurant industry in the local area and establish connections with restaurant managers to increase your chances of securing last-minute reservations.
Develop problem-solving skills by practicing scenarios where guests have unique requests or challenges.
Improve your communication skills by actively listening to guests' needs, empathizing with their concerns, and effectively conveying information and solutions.
Enhance your time management skills to handle multiple guest requests simultaneously while ensuring personalized service.
Research and stay updated on dietary restrictions and special requirements to provide suitable dining recommendations and personalized experiences for guests.

What interviewers are evaluating

Customer service excellence
Communication
Problem-solving
Time management