Common Concierge Interview Questions: Tell Me About a Time You Dealt With an Angry Resident

Following our previous post on what the STAR Interview Method is and the steps you can take to answer competency or behavioural questions using STAR, this post walks you through an example.

Q: Tell me about a time you dealt with an angry resident

SITUATION

In my last role as a concierge for a block of flats, a resident approached the reception angry that the lift was out of use.

TASK

First of all, I apologised. As Concierge, I realise that I’m the first and primary point of contact for residents when it comes to any support they need at the place they call home, and I explained that I would escalate their complaint with the property management company.

ACTION

Following this, I informed the property management company, and put an out of service notice on the lift with the confirmed date for repair.

I also logged the complaint to ensure that my colleagues and the property management company had a record of the complaint and to ensure that it would be handled in a timely manner. I then followed up with the resident. 

RESULT

The result was a confirmed date for repair and the resident thankful for the communication and timely response.

 

Keep an eye for more posts like this and if there are interview questions you would like help with, let us know at enquiries@abbatt.co.uk.

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