3 Host/Hostess Interview Questions and Answers

Introduction

This question is crucial for assessing your customer service skills and ability to manage challenging situations, which are vital for a Head Host/Hostess role.

How to answer

• Use the STAR method to structure your response: Situation, Task, Action, Result.
• Clearly outline the nature of the complaint and the context.
• Detail the steps you took to address the guest's concerns.
• Highlight how you ensured the guest left satisfied and how this impacts the overall dining experience.
• Mention any follow-up actions you took to prevent similar issues in the future.

What not to say

• Blaming the guest for their complaint without taking responsibility.
• Providing vague responses without specific details on your actions.
• Failing to mention the positive outcome or resolution.
• Not demonstrating empathy towards the guest's feelings.

Example answer

“At a popular bistro in Paris, a guest was upset about being seated near a noisy party. I calmly listened to their concerns and offered to move them to a quieter area. I also provided complimentary drinks to enhance their experience. The guest appreciated the quick resolution and later expressed their satisfaction to management, which reinforced the importance of attentive service.”

Introduction

This question tests your leadership and organizational skills, essential for maintaining service quality in a busy restaurant environment.

How to answer

• Discuss your approach to training and onboarding new team members.
• Explain how you monitor service standards and provide feedback.
• Share strategies you use to motivate and support your team during busy periods.
• Mention the importance of communication and teamwork in maintaining efficiency.
• Describe how you adapt staffing levels based on expected customer volume.

What not to say

• Claiming you do everything yourself without involving the team.
• Ignoring the importance of training and support for new staff.
• Being vague about how you monitor service quality.
• Failing to recognize the challenges of peak hours.

Example answer

“During peak hours at my previous restaurant, I ensured all team members were well-trained and aware of their roles. I implemented a buddy system where experienced hosts could guide newcomers. I also held brief pre-shift meetings to align on priorities and maintain open communication. This approach fostered teamwork, and we consistently received positive feedback during busy nights.”

Introduction

This question assesses your customer service skills and ability to manage challenging interactions, which are critical for a Lead Host/Hostess role in maintaining a positive dining experience.

How to answer

• Use the STAR method (Situation, Task, Action, Result) to structure your response.
• Describe the specific situation and the nature of the guest's complaint or issue.
• Explain the steps you took to address the issue, including communication techniques used.
• Highlight any teamwork involved if you collaborated with staff to resolve the situation.
• Share the outcome, particularly how it impacted the guest's experience positively.

What not to say

• Avoid blaming the guest or other staff members for the situation.
• Don’t provide vague answers without specific details.
• Refrain from discussing a lack of action or resolution.
• Avoid showcasing a negative attitude toward customer complaints.

Example answer

“At a busy restaurant in Toronto, a guest was upset about a long wait time. I approached them with empathy, apologized for the inconvenience, and offered them a complimentary drink while they waited. I also kept them updated on their table status. As a result, they appreciated the gesture and left a positive review despite the wait, highlighting our customer service.”

Introduction

This question evaluates your customer service skills and ability to handle difficult situations, which are crucial for a host/hostess role.

How to answer

• Begin by acknowledging the guest's feelings and concerns
• Explain how you would assess the situation and gather information
• Detail your approach to offering solutions, such as alternative seating options
• Mention the importance of maintaining a positive and calm demeanor
• Share an example of a time you successfully resolved a guest issue

What not to say

• Dismissing the guest's concerns or getting defensive
• Failing to offer any solutions or alternatives
• Expressing frustration or annoyance in your response
• Not taking responsibility for the situation

Example answer

“If a guest expressed dissatisfaction with their seating, I would first listen to their concerns and empathize with their situation. I would then check for available seating options that might better suit their preferences, offering them a choice. For example, at my previous job at a popular restaurant, a guest was unhappy with a table near the entrance. I quickly found them a quieter booth and they left happy, praising our attentive service.”