Describe a time when you had to handle a high-stress situation in the restaurant.

Sample answer to the question

One time, during a busy dinner rush at the restaurant I worked at, we had a sudden influx of customers. The kitchen was overwhelmed with orders and the waitstaff was struggling to keep up. It was a high-stress situation because we were falling behind on serving the food and customers were getting impatient. I quickly assessed the situation and realized that communication was key. I rallied my fellow waitstaff and we formed a plan to prioritize the orders and communicate effectively with the kitchen. We worked together as a team, staying calm and focused, and managed to get back on track. The customers appreciated our efforts and despite the stressful situation, we were able to provide them with a positive dining experience.

A more solid answer

I vividly remember a particularly chaotic evening at the restaurant where I demonstrated my ability to handle a high-stress situation. It was a Saturday night, and the restaurant was bustling with customers. Suddenly, there was a surge in orders, and the kitchen was struggling to keep up. As a result, the waitstaff was under immense pressure to deliver the food promptly. I immediately sprang into action, taking charge of the situation. I quickly assessed the orders and started prioritizing them based on the time they were placed. I then gathered the waitstaff and assigned specific tasks to each person to ensure efficient teamwork. In addition to managing the orders, I also took the initiative to communicate effectively with the kitchen staff, providing timely updates on order statuses and any special requests from the customers. By doing so, we were able to streamline the process and minimize delays. Despite the challenging circumstances, I remained calm and composed, ensuring a positive experience for the customers. They appreciated our prompt service and expressed their satisfaction with the overall dining experience.

Why this is a more solid answer:

The solid answer provides specific details about the actions taken to handle the high-stress situation, such as prioritizing orders, assigning tasks to the waitstaff, and effectively communicating with the kitchen staff. It also emphasizes the ability to remain calm and composed under pressure. However, it could further improve by highlighting the strong organizational skills and ability to multitask, as well as providing more specific examples of how these skills were utilized.

An exceptional answer

Let me take you back to a memorable evening at the restaurant where I showcased my exceptional ability to handle a high-stress situation. It was a Friday night, known for being one of our busiest nights of the week. As luck would have it, a large party of 20 guests walked in unexpectedly, throwing our carefully orchestrated dinner service into disarray. The kitchen staff was already working at maximum capacity, and the waitstaff was struggling to keep up with the sudden surge in orders. Recognizing the need for immediate action, I took charge by swiftly organizing the waitstaff into pairs, assigning them specific sections of the restaurant to manage. This allowed us to efficiently navigate through the sea of hungry patrons, ensuring that each guest received prompt and attentive service. Simultaneously, I communicated directly with the kitchen staff, relaying order details and special requests, optimizing the flow of information. To tackle the sheer volume of orders, I strategically utilized my strong organizational skills and ability to multitask. I devised an order-tracking system, coordinating the timing of courses to ensure a seamless dining experience. Additionally, I employed my exceptional communication and interpersonal skills to address any issues or concerns raised by the guests, resolving them with finesse and professionalism. Despite the immense pressure and intense pace, our team successfully managed to deliver the high-quality service our guests deserved, leaving them satisfied and appreciative of our efforts.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing even more specific details about the high-stress situation, including the unexpected arrival of a large party of 20 guests. It highlights the exceptional organizational skills and ability to multitask by mentioning the use of an order-tracking system and coordination of course timing. It also emphasizes the outstanding communication and interpersonal skills in addressing guest issues and concerns. Furthermore, it showcases the ability to remain composed and deliver high-quality service under immense pressure. The answer could be further enhanced by providing a specific example of how the guest issues were resolved with finesse and professionalism.

How to prepare for this question

Reflect on past experiences in the restaurant industry where you had to handle high-stress situations. Consider moments when you successfully resolved difficult situations and delivered exceptional service.
Think about how you effectively communicated with kitchen staff and fellow waitstaff to ensure smooth operations during stressful times.
Highlight instances where you demonstrated strong organizational skills and the ability to multitask in fast-paced environments.
Practice articulating your actions and the positive outcomes that were achieved in these high-stress situations.

What interviewers are evaluating

Ability to work well under pressure in a fast-paced environment
Excellent communication and interpersonal skills
Strong organizational skills with the ability to multitask