Can you describe a time when you provided excellent customer service to guests?

Sample answer to the question

I remember a time when I provided excellent customer service to guests at a busy restaurant. It was a Friday night and the restaurant was fully booked. One of the tables I was responsible for had a couple celebrating their anniversary. I greeted them warmly and congratulated them on their special occasion. Throughout their meal, I ensured their drinks were filled, offered recommendations from the menu, and checked in on them regularly to see if they needed anything. At the end of their meal, I surprised them with a complimentary dessert to further enhance their celebration. They were delighted and expressed their gratitude for the exceptional service. It was rewarding to see their smiles and know that I had made their evening even more memorable.

A more solid answer

I can recall a time when I truly went above and beyond to provide excellent customer service to guests at the restaurant where I worked. One evening, a family of eight came in for dinner. They had a young child with a severe peanut allergy, and they were understandably concerned about the safety of the food. I took the lead in ensuring their peace of mind. I not only double-checked with the kitchen to confirm that there was no risk of cross-contamination, but I also personally reviewed the menu with them, highlighting the dishes that were safe for their child to consume. I made sure the kitchen staff was aware of the allergy and instructed them on the proper handling of the meal. Throughout their dining experience, I checked in with the family frequently, ensuring that they were comfortable and addressing any concerns they had. They expressed their appreciation for the exceptional service and felt confident in the safety of their meal. This experience highlighted my strong communication skills, attention to detail, and ability to work efficiently in a fast-paced and high-pressure environment.

Why this is a more solid answer:

The solid answer provides specific details and evidence to support the mentioned skills. It demonstrates the candidate's ability to work efficiently in a fast-paced environment, their strong organizational skills, and attention to detail. However, it could be improved by providing more information about the outcome of the situation.

An exceptional answer

Let me share with you a situation where I provided exceptional customer service to guests at a popular hotel restaurant. One evening, a guest arrived at the restaurant visibly upset. She explained that she had lost her wallet and was worried about how she would pay for her meal. Understanding her distress, I immediately took action to make her feel at ease. I assured her that I would take care of her meal and asked her to relax and enjoy her evening. I discreetly informed the manager about the situation, who confirmed that we would take care of the bill for her. In the meantime, I provided her with exceptional service, ensuring her dining experience was memorable. I chatted with her throughout the evening, recommending dishes that I knew she would enjoy and attending to her every need. At the end of her meal, I informed her that the bill was taken care of, courtesy of the restaurant. She was overwhelmed with gratitude and praised the restaurant for its outstanding customer service. This experience showcased my ability to provide exceptional customer service, my empathy towards guests, and my willingness to go above and beyond to ensure their satisfaction.

Why this is an exceptional answer:

The exceptional answer goes beyond the basic and solid answers by providing more specific and detailed evidence of the candidate's exceptional customer service skills. It demonstrates their ability to handle difficult situations, their empathy towards guests, and their willingness to go above and beyond. The outcome of the situation is clearly mentioned, highlighting the success of the candidate's actions.

How to prepare for this question

Reflect on past experiences where you have provided exceptional customer service to guests.
Consider situations where you went above and beyond to meet a guest's needs or resolve a challenging situation.
Think about how you effectively communicated with guests and addressed their concerns.
Highlight instances where you demonstrated strong organizational skills and attention to detail in your customer service interactions.

What interviewers are evaluating

Good communication and interpersonal skills
Ability to work efficiently in a fast-paced environment
Strong organizational skills and attention to detail