Tell me about a time when you had to make a difficult decision quickly. How did you handle the situation?

Front of House Manager Interview Questions

Sample answer to the question

In my previous role as a Restaurant Manager, I encountered a difficult decision when we unexpectedly ran out of a popular menu item during a busy Saturday night. I quickly assessed the situation and decided to offer a substitute dish that had similar ingredients and flavors. I communicated the situation to the staff, who helped me prepare and promote the alternative dish to customers. Although some customers were initially disappointed, they appreciated our quick thinking and understanding. The decision resulted in positive reviews and feedback from customers who enjoyed the substitute dish. This experience taught me the importance of staying calm under pressure, thinking creatively, and effectively communicating with the team to find solutions.

A more solid answer

During my time as a Front of House Manager, we faced a challenging scenario when a key staff member called in sick on a busy Friday evening. This left us short-staffed and put a strain on the team. As the manager, I had to make a difficult decision promptly. I quickly assessed the situation and decided to redistribute tasks among the remaining staff members, prioritizing critical responsibilities and adjusting the seating arrangements to accommodate the workload. I communicated the changes effectively to the team, ensuring everyone knew their new roles. I also reached out to a reliable staff member who lived nearby and asked if they could come in to assist for a few hours. This decision helped us maintain a smooth operation and keep customer satisfaction high. By handling the situation swiftly and effectively, we were able to provide excellent service despite the staffing challenge.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing specific details to strengthen the candidate's problem-solving, decision-making, and leadership skills. It emphasizes the candidate's role in handling the situation, mentioning the redistribution of tasks and effective communication. However, it could still benefit from further elaboration on the candidate's communication and interpersonal abilities, as well as customer focus.

An exceptional answer

In a previous role as a Front of House Manager, I encountered a difficult decision when a power outage occurred during peak dinner service. With no electricity, the team and I were left in a challenging situation to ensure a smooth guest experience. I swiftly gathered the staff members and assigned roles to handle the situation. I directed some team members to communicate the issue to the guests and offer complimentary drinks and appetizers as an apology. Meanwhile, I coordinated with the kitchen staff to prioritize the use of gas-powered equipment and adjust the menu accordingly. To maintain the ambiance, I instructed the team to bring in candles and create a warm and intimate atmosphere for the remaining service. Through clear and calm communication, we were able to reassure and accommodate our guests. This decision helped us turn a potentially negative experience into a memorable one, and we received appreciation from several customers for our quick thinking and exceptional service.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a more complex and detailed example. It demonstrates the candidate's expertise in problem-solving, decision-making, leadership, communication, and customer focus. The candidate shows their ability to think creatively and handle unexpected challenges while ensuring excellent service. The specific details, such as offering complimentary drinks and creating a warm ambiance, add depth to the answer.

How to prepare for this question

Reflect on past experiences where you had to make difficult decisions quickly.
Think about the specific skills and qualities emphasized in the job description, such as leadership, problem-solving, and customer focus.
Consider examples that highlight your ability to think creatively and handle unexpected challenges.
Practice explaining your decision-making process and the outcomes of your decisions in a clear and concise manner.

What interviewers are evaluating

Problem-solving
Decision-making
Leadership
Communication