How do you handle requests for services or information that you are not immediately familiar with?

Your Answer

How To Answer This Question?

When answering this question, emphasize your ability to stay calm under pressure and your resourcefulness in finding accurate information quickly. Explain that as a concierge, your primary goal is to ensure guest satisfaction, so you would take the following steps:

1. Stay Calm and Professional: Reassure the guest that you will find the information they need.
2. Use Available Resources: Mention that you would use the hotel's resources, such as the internet, local guides, or contact colleagues who might have the information.
3. Follow Up: Ensure that you follow up with the guest promptly once you have the information.
4. Learn for the Future: Highlight that you would make a note of the information for future reference to improve your service.

For example, you could say: "If a guest asks for a restaurant recommendation and I'm not familiar with the area, I would first reassure them that I will find the best option for them. I would then use online resources, consult local guides, or ask colleagues for their recommendations. Once I have the information, I would promptly inform the guest and make a note of the recommendation for future guests."