Can you describe a time when you had to handle a high-pressure situation? How did you handle it?

Sample answer to the question

One time, during a busy banquet event, a guest spilled their drink all over the table and their lap. It was a high-pressure situation because the guest was visibly upset and the spill needed to be cleaned up quickly. I immediately approached the guest and apologized for the inconvenience. I assured them that I would take care of it and went to grab a towel and cleaning solution. I then quickly wiped down the table and helped the guest dry off their clothes. Throughout the whole ordeal, I remained calm and composed, making sure to reassure the guest that everything would be okay. The guest was grateful for my quick response and professionalism.

A more solid answer

In one particular banquet event, a high-pressure situation arose when a guest accidentally spilled their drink all over the table and their lap. As soon as I noticed, I approached the guest with a calm and composed demeanor, apologizing for the inconvenience caused. I assured the guest that I would take care of it and immediately retrieved a towel and cleaning solution. With a sense of urgency, I quickly wiped down the table and helped the guest dry off their clothes, ensuring their comfort throughout the process. Despite the time constraint, I still focused on providing exceptional customer service, constantly reassuring the guest and answering any questions they had. The guest was appreciative of my prompt response and professionalism, which helped to alleviate the tension in the situation.

Why this is a more solid answer:

The solid answer provides a more comprehensive description of the candidate's actions and thought process during the high-pressure situation. It highlights their ability to remain calm and composed, address the issue promptly, and prioritize customer service. However, it could be improved by including more specific details and examples of their interpersonal skills, attention to detail, and time management abilities.

An exceptional answer

During a busy banquet event, I encountered a high-pressure situation when a guest accidentally spilled their drink all over the table and their lap. Understanding the importance of immediate action, I approached the guest with empathy and a solution-focused mindset. I promptly apologized for the inconvenience caused, ensuring that the guest felt heard and understood. Anticipating the needs of the situation, I swiftly retrieved a towel and cleaning solution, meticulously wiping down the table to remove any residual liquid and preventing potential accidents. Simultaneously, I attentively assisted the guest in drying off their clothes and provided them with a replacement drink to enhance their overall dining experience. Throughout this process, I maintained open and proactive communication with the guest, offering updates and answering any additional queries they had. My ability to efficiently handle the high-pressure scenario while delivering exceptional customer service contributed to a positive resolution that left the guest satisfied and appreciative of our establishment.

Why this is an exceptional answer:

The exceptional answer further expands on the candidate's actions, showcasing their empathetic approach, problem-solving skills, and attention to detail. It effectively highlights their ability to anticipate and address additional customer needs, effectively communicate, and provide an overall exceptional customer experience. The answer demonstrates a high level of professionalism and competence in handling high-pressure situations.

How to prepare for this question

Reflect on past experiences where you have faced high-pressure situations, such as busy events or demanding customer interactions. Think about how you handled the situation, what skills were necessary, and the outcomes achieved.
Consider specific examples that demonstrate your interpersonal skills, customer service orientation, attention to detail, time management, and ability to work in a fast-paced environment.
Practice describing your high-pressure situation using the STAR (Situation, Task, Action, Result) method to ensure clarity and conciseness in your response.
Demonstrate your problem-solving abilities and ability to prioritize tasks effectively in high-pressure situations. Provide examples of how you remained calm, composed, and focused on finding solutions.
Highlight the importance of maintaining open and proactive communication with both guests and team members during high-pressure situations. Showcase your ability to provide updates, address concerns, and ensure a smooth resolution.
Showcase your ability to go above and beyond in delivering exceptional customer service, even in high-pressure situations. Discuss how you prioritize customer satisfaction while balancing time constraints and other responsibilities.

What interviewers are evaluating

Interpersonal Skills
Customer Service
Attention to Detail
Time Management
Ability to work in a Fast-paced Environment