Can you provide an example of a time when you went above and beyond to exceed a guest's expectations?

Sample answer to the question

Sure! I can definitely give you an example of a time when I went above and beyond to exceed a guest's expectations. Last year, I was working as a banquet server at a well-known hotel. During one event, I noticed that a guest's special dietary needs were not being met. Despite the hectic nature of the event, I quickly approached the kitchen staff and worked with them to prepare a customized meal for the guest. I personally delivered the meal to the guest's table and ensured that they were satisfied with both the taste and presentation. The guest was extremely grateful for the extra effort I put in and even went on to leave a positive review for our hotel. I believe this example showcases my ability to provide exceptional service and attention to detail, even in high-pressure situations.

A more solid answer

Absolutely! Let me share with you a comprehensive example of a time when I went above and beyond to exceed a guest's expectations. In my previous role as a banquet server at a prestigious hotel, we were hosting a corporate event for a large multinational company. One of the guests had requested a vegetarian meal with specific dietary restrictions, which had somehow been overlooked during the planning process. As soon as I was made aware of the situation, I immediately sprang into action. I quickly liaised with the kitchen staff and collaborated with the chef to create a custom vegetarian dish that not only met the guest's dietary requirements but also showcased the creativity and skills of our culinary team. I personally delivered the dish to the guest's table, ensuring it was beautifully presented and aligned with the overall aesthetic of the event. The guest was pleasantly surprised and delighted that we were able to accommodate their needs at such short notice. They expressed their gratitude and even mentioned it in their feedback survey. My strong customer service skills, along with my excellent communication and problem-solving abilities, played a crucial role in this situation. This experience reaffirmed my commitment to providing exceptional service and going above and beyond to exceed guests' expectations.

Why this is a more solid answer:

The solid answer expands upon the basic answer and provides more context, detail, and depth in showcasing the candidate's skills and abilities in the evaluation areas. It emphasizes the candidate's strong customer service skills, excellent communication and interpersonal skills, and ability to work efficiently in a fast-paced environment. However, it can still be improved by incorporating specific examples of how the candidate handled multiple tasks during the event.

An exceptional answer

Certainly! Allow me to provide you with an exceptional example of a time when I went above and beyond to exceed a guest's expectations. As a banquet server at a renowned hotel, I had the opportunity to serve at a grand wedding reception. One of the guests had an allergy to gluten, which was communicated during the planning stage. However, a miscommunication occurred, and the guest was mistakenly served a dish containing gluten. Realizing the gravity of the situation, I immediately sprang into action. I promptly apologized to the guest and assured them that I would rectify the situation. I discreetly informed the kitchen staff about the mistake and asked for their assistance. While the kitchen staff prepared a replacement gluten-free dish, I took the initiative to personally attend to the guest, comforting and reassuring them that their well-being was our utmost priority. Once the new dish was ready, I meticulously inspected it to ensure it was indeed gluten-free, and I personally served it to the guest. To compensate for the initial oversight, I also coordinated with the event planning team to offer the guest a complimentary dessert of their choice. The guest was extremely appreciative of the prompt action taken and expressed their gratitude for our exceptional service. Their positive feedback not only reflected our commitment to meeting individual dietary requirements but also highlighted the effectiveness of my excellent communication and problem-solving skills. This experience reinforced my dedication to always going the extra mile to exceed guest expectations and creating memorable dining experiences.

Why this is an exceptional answer:

The exceptional answer goes into even greater detail and provides a more compelling and impactful example. It showcases the candidate's exceptional problem-solving skills, attention to detail, and ability to handle sensitive situations effectively. The candidate took ownership of the mistake, handled it promptly, and ensured the guest's satisfaction. The exceptional answer also highlights the candidate's initiative and ability to collaborate with other teams to provide a comprehensive solution.

How to prepare for this question

Reflect on past experiences where you have gone above and beyond to exceed expectations, especially in a customer service or hospitality setting.
Think about specific examples where you have demonstrated excellent communication and problem-solving skills.
Consider instances where you have handled multiple tasks efficiently and effectively in a fast-paced environment.
Practice articulating your experiences and examples in a clear and concise manner, focusing on the specific skills and qualities outlined in the job description.
Highlight the positive outcomes and feedback you received as a result of your exceptional service.

What interviewers are evaluating

Strong customer service skills and the ability to create a pleasant dining experience for guests
Excellent communication and interpersonal skills
Ability to work efficiently and handle multiple tasks in a fast-paced environment