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Эти вопросы показывают наличие реального опыта работы у кандидата.
Поэтому на эти вопросы стоит обратить особое внимание если хотите получить работы быстро и с Высокими ставками!
Эти ситуации звучат так: «Что вы будете делать, если …» если вам дадут зажание!
Часто просто задают вопрос - What kind a difficult situations did you solve with guests!!! / with your team mates.
Если вы не знаете что ответить на это вопрос - спросите HR на подготовке.
1. Question: Your guest doesn’t like dish (meal / drink, etc ) that he ordered. What will you do?
Answer: First of all you should be smiling and polite. Apologize. Ask your guests what exactly he/she doesn’t like in the dish. And than you can offer your guests to renew the dish or your guests can order another dish from the menu. You can ask about guest’s preferences and recommend some dishes.
Firstly, I would approach the situation with empathy and professionalism. I would listen carefully to the guest's feedback to understand their specific concerns, whether it’s about the flavor, presentation, or something else.I would apologize sincerely for not meeting their expectations and assure them that their satisfaction is my top priority. Then, I would offer to replace the dish or drink with an alternative of their choice, and provide recommendations if needed, to help them find something more to their liking.If the issue persists or if the guest seems particularly upset, I would involve a manager to ensure the matter is resolved satisfactorily. Additionally, I would discreetly inform the kitchen or bar staff about the feedback to prevent similar issues with future orders.
Above all, my goal is to ensure that the guest leaves happy and with a positive impression of their dining experience, reinforcing the high standards of service expected in a five-star hotel.
2. Question: Your guest is drunk \ intoxicated. What you will do?
Answer: If you see that one of our guests is intoxicated, you will be smiling and polite with this person. Ask guest whether he needs some help, how does he/she feels himself/herself. Offer your guests strong coffee, tea, water to make him/her feel better. Ask your guests, maybe he/she needs taxi. If yes, ask administrator to call a taxi for your guest.
If your guest is drunk and aggressive/ rude/ screaming at you, you have to ask security to assist in solving this problem. Security will help your guest leave restaurant safely. Offer your guests strong coffee, tea, water to make him/her feel better. Ask your guests maybe he/she needs taxi. If yes, ask administrator to call a taxi for your guest.
You have to provide excellent service to your guests.
Handling a situation with a guest who is intoxicated requires tact, professionalism, and a focus on safety. Here's how you might respond to this interview question:
"In situations where a guest appears to be intoxicated, my primary concern would be their safety and the safety of other guests. I would take the following steps:
1. **Stay Calm and Professional:** I would approach the guest calmly, maintaining a respectful and professional demeanor to avoid escalating the situation.
2. **Assess the Situation:** Discreetly determine the level of intoxication to decide on the appropriate course of action. This can involve observing their behavior and mannerisms.
3. **Limit Alcohol Service:** Politely inform the guest that, for their safety, I won’t be able to serve them any more alcohol. I would offer them non-alcoholic beverages or food instead to help them sober up.
4. **Engage Support:** If the guest becomes uncooperative or the situation seems beyond what I can handle alone, I would promptly seek assistance from a manager or security staff.
5. **Arrange Safe Transport:** If necessary, I would assist in arranging safe transportation for the guest, such as calling a taxi or a ride-share service, to ensure they get home safely.
6. **Follow Protocol:** Adhere to the hotel's policies and protocols for handling intoxicated guests, which might include documenting the incident or informing relevant departments.
Throughout the process, I would remain empathetic and focused on ensuring the guest's well-being while upholding the hotel's commitment to providing a safe environment for everyone."
This approach shows that you're committed to maintaining a high standard of care and safety, which is critical in a five-star hotel environment.
3. Question: You have a double booking. What you will do? Что вы будете делать если столик клиента уже забронировал, и произошла ошибка в системе (двойное бронирование?).
Answer: First of all you should be smiling and polite. Apologize for this situation. Offer your guest the best table in your restaurant, say that you are really sorry and make a complimentary for your guests. It’s can be something on your own choice and depends who is your guest. It’s can be dessert, cup of coffee, tea, glass of wine etc.
4. Question: If you see that one of your guests broke a cup / plate, what will you do?
Answer: If you see that one of your guests broke a cup/plate, you have to be polite and will be smiling. Ask guest whether he/she needs some help, if he / she is ok. Say that everything is ok and your guest shouldn’t worry about this. And then you have to bring another cup of tea or coffee / plate with smth. Your guest should not pay for the broken cup /plate.
5. Question: You spoilt soup/coffee/tea on your guest. What you will do?
Answer: First of all you should be smiling and polite. Apologize for this situation. Say that you are really sorry. Bring napkins and towels for your guests. Say that restaurant will pay for laundry. Make complimentary like an apology for such situations or you can make a discount for your guest.
6. Question: You have full restaurant of guests and you have some guests who want to have lunch/dinner in your restaurant.
What you will do?
Answer: First of all you should be smiling and polite. Apologize and ask your guests to wait few minutes. Ask your collegue-waiters maybe someone of their guests has already asked for a bill and in 15-20 minutes you will have a free table. Your guests can wait in a bar and order some drinks.
But if no one ask for a bill/ no one wants to leave restaurant, you can offer your guests to seat in a bar and to have drinks there, lunch/dinner. If your guests don’t want to sit in a bar or there are no free seats, apologize. Take phone number of your guests, give them visit card of the restaurant. Say that you will call them if you will have free tables.
7. Question: What is your favorite / remarkable customer service experience?
Answer: This question can serve two purposes:
It can give you insight into what the candidate sees as great service.
It can help you gauge the level of excitement about their successes.
Are they happy when they tell the story? How much detail do they give? Do you feel like the candidate is being genuine? How they tell the story, as well as the story itself, can give your further understanding about what hospitality means to them.
8. Question: What is your least favorite customer service experience? Do you have sussesfull case?
Answer: Talking about failures is much more difficult than talking about successes. Asking the candidate about their least favorite customer service experience can, again, serve two purposes.
First, it can help you see what bad customer service means to the candidate. Second, it can help you see how the candidate handles their mistakes. Do they take responsibility for the problem? Or do they make excuses?
9. Question: What is your favorite part of serving?
Answer: Asking this question can help reveal the candidate’s knowledge of the restaurant industry. Does the candidate’s answer use common restaurant terminology? Is she familiar with the ins-and-outs of serving customers?
Does the answer touch on why she wants to work in the industry in the first place? Do you get the sense that the candidate is just there for the paycheck? The response she gives can help you get a sense of the person rather than just the employee.
10. Question: What is your least favorite part of serving?
Answer: This question makes a great follow up to “What is your favorite part of serving?” There are always parts of the job that people dislike: the schedule, the hours, the rush followed by the lull in activity.
But when a candidate’s answer to this question has more to do with things like being busy, demanding customers, and dealing with co-workers, it might be a red flag that this person isn’t right for the restaurant industry.
11. Как вы делаете переучет? (Inventory)
12. How do you deal with angry customers?
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