How do you handle a situation when a guest is dissatisfied with their seating arrangement?
Behavioral
Customer Service
Problem-solving
Communication
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
Sample 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.”
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