Sample interview questions: How do you assess the quality and reliability of a hotel’s concierge services?
Sample answer:
Assess Quality and Reliability of Concierge Services:
- Mystery Guest Evaluations: Use a third-party company to send anonymous guests to the hotel to experience the concierge services firsthand.
- Feedback Analysis: Collect and analyze guest feedback surveys to identify common areas of praise or dissatisfaction.
- Employee Observations: Observe concierge interactions with guests to assess professionalism, communication skills, and problem-solving abilities.
- Training and Certifications: Verify that concierges have received appropriate training and hold industry certifications (e.g., Les Clefs d’Or).
- Resource Availability: Evaluate the concierge’s access to up-to-date information on local attractions, restaurants, and services.
- Guest Recommendations: Ask guests to recommend specific concierges who have provided exceptional service.
- Timeliness and Accuracy: Conduct site visits during peak hours to assess concierge response times and the accuracy of their information.
- Technology Integration: Determine if the hotel utilizes technology to provide enh… Read full answer