How would you handle a situation where a guest is unhappy with their table or service?
Behavioral
Customer Service
Conflict Resolution
Communication
This question assesses your customer service skills and ability to manage conflict, which are crucial in the hospitality industry.
How to answer
- Start by acknowledging the guest's feelings and showing empathy
- Describe how you would listen to their concerns without interrupting
- Explain the steps you would take to resolve the issue, such as offering a different table or discussing it with a supervisor
- Highlight the importance of maintaining a positive atmosphere for all guests
- Conclude with how you would follow up to ensure their satisfaction
What not to say
- Dismissing the guest's concerns or being defensive
- Suggesting that the guest is at fault for their unhappiness
- Failing to mention any action steps or solutions
- Ignoring the importance of teamwork in resolving issues
Sample answer
“If a guest expressed dissatisfaction with their table due to noise, I would first apologize and acknowledge their discomfort. I'd listen carefully to their concerns and then offer them a quieter table if available. I'd also inform my supervisor to ensure we assist them properly. After the move, I would check in on them to ensure they were happy with the new arrangement and thank them for their understanding.”
Ready to rehearse this answer out loud?