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INTERMEDIATE LEVEL

Tell us about a time when you had to handle a difficult guest complaint and how you resolved it.

Waitstaff Interview Questions
Tell us about a time when you had to handle a difficult guest complaint and how you resolved it.

Sample answer to the question

One time, a guest complained about their steak being overcooked. I apologized for the mistake and offered to have a new one prepared for them. I also spoke to the chef to ensure that the new steak would be cooked to their liking. In the meantime, I offered the guest a complimentary drink as a gesture of goodwill. When the new steak was ready, I personally delivered it to the guest and checked if everything was satisfactory. The guest appreciated the prompt resolution and thanked me for addressing their concern.

A more solid answer

When a guest complained about their overcooked steak, I approached them with empathy and actively listened to their concerns. I acknowledged the mistake and assured them that I would rectify it immediately. I apologized for the inconvenience caused and offered to have a new steak prepared according to their preference. I communicated the issue to the chef and emphasized the importance of precise cooking instructions. To compensate for the inconvenience, I offered the guest a complimentary drink while they waited. Once the new steak was ready, I personally delivered it to the guest, ensuring its proper temperature and doneness. I apologized again for the initial mistake and ensured that they were satisfied with the replacement. The guest expressed gratitude for the prompt response and thanked me for addressing their concern effectively.

Why this is a more solid answer:

The solid answer provides a more detailed account of how the candidate handled the guest complaint. It includes specific actions such as active listening, empathetic communication, and ensuring the guest's satisfaction with the resolution. However, it can be further improved by mentioning any additional steps taken to prevent similar issues in the future.

An exceptional answer

During a busy dinner service, a guest approached me with a complaint about their steak being overcooked. I immediately stopped at their table, displaying a genuine empathetic demeanor and actively listening to their concerns. I validated their disappointment and took full responsibility for the mistake. To ensure the best possible resolution, I informed the kitchen staff and emphasized the importance of precise cooking instructions. While waiting for the new steak to be prepared, I engaged the guest in a friendly conversation and offered them a complimentary appetizer of their choice as a gesture of goodwill. I periodically updated the guest on the progress of their order to keep them informed and reassured. Once the new steak was ready, I personally delivered it to their table, ensuring it met their desired specifications. I apologized again for the inconvenience caused and asked if there was anything else I could do to enhance their dining experience. The guest sincerely appreciated my attentiveness and praised the exceptional service they received despite the initial mistake. I also took this opportunity to reflect on the incident with the kitchen staff, discussing ways to prevent similar errors in the future.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing additional context and depth to the situation. The candidate effectively demonstrates their ability to handle a difficult guest complaint with professionalism and exceptional customer service. They display active listening skills, empathetic communication, proactive problem-solving, and proactive measures to prevent future issues.

How to prepare for this question

  • Reflect on past experiences handling guest complaints and identify specific instances that highlight your problem-solving and communication skills.
  • Consider how you can showcase your ability to listen actively and empathize with guest concerns.
  • Think about strategies you have used in the past to ensure the prompt resolution of guest complaints.
  • Prepare examples of how you have gone above and beyond to exceed guest expectations during difficult situations.
  • Familiarize yourself with the menu and food preparation processes to demonstrate your knowledge and ability to address guest concerns about allergens or dietary restrictions.
  • Consider how you can emphasize your proven work experience in a fast-paced restaurant environment, highlighting your ability to handle pressure and multitask.

What interviewers are evaluating

  • Communication
  • Problem-solving
  • Customer service

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