In the context of the hospitality industry, being a server doesn’t just mean ordering and serving food; it means being the soul of service. From interpreting menu items and handling dietary requirements to making sure every visitor feels pampered and cared for, your job involves a variety of tasks.
Perfect customer service, acute attention to detail, and the ability to move quickly in a changing environment are all necessary for this role. Serving as the establishment’s first impressions, servers collaborate with the kitchen and management to provide seamless and pleasurable dining experiences. Read Bruce Buschel’s article
What does a Server do?
In the context of the hospitality industry, being a server doesn’t just mean ordering and serving food; it means being the soul of service. From interpreting menu items and handling dietary requirements to making sure every visitor feels pampered and cared for, your job involves a variety of tasks.
Perfect customer service, acute attention to detail, and the ability to move quickly in a changing environment are all necessary for this role. Serving as the establishment’s first impressions, servers collaborate with the kitchen and management to provide seamless and pleasurable dining experiences. Read Bruce Buschel’s article [[The New York Times, “https://archive.nytimes.com/boss.blogs.nytimes.com/2009/10/29/one-hundred-things-restaurant-staffers-should-never-do-part-one/”]] in the New York Times.
Server Interview Process
In the hospitality industry, the interview process for servers can be done in different ways depending on the employer and the location they are hired from. However, it generally follows a similar format:
1. Initial Screening:
The first step is usually an initial telephone or in-person interview may involve a member of the selection committee or a human resources specialist. The interview is likely to discuss the candidate’s educational background, past employment record, and time preferences.
2. In-Person Interview:
Once the initial screening is complete, you will have to attend an interview in the presence of the employer or management. This interview will be more detailed and will contain other questions that can be categorized as behavioral-based to find out the quality of your customer service and how well you can deal with pressure situations. The interviewer may also present you with a scenario in which you will have to perform a task and serve a customer and see how you will do it.
3. On-Site Training or Trial Shift:
Sometimes you will be required to do on-site training or a trial shift, in which you will see how a server or manager does it. This puts the employer in a position to appreciate the special skills and techniques he wants you to demonstrate in a real environment.
4. Decision and Offer:
Following the completion of all interviews, the hiring decision will be made by the employer after carefully reviewing each interviewer. You will receive further information on how to begin working as soon as possible if you are given the job offer.
Server Interview Questions
Let’s now discuss the most commonly asked Server interview questions and explain how to answer them.
1. Why do you want to work in the restaurant industry?
This question is designed to assess your experience and expertise in the field. They may also ask about the types of eating places you have worked, the job responsibilities you have performed, and any relevant responsibilities you have been given.
Example Answer:
“Working in restaurants has always been a challenge and I have always been attracted to this kind of work environment. Through my previous work experience, I have gained a lot of passion for serving customers and making sure they have the best time with us. I am a person who loves taking orders and making sure customers get the best out of their ideal place to eat. I have great multitasking skills which are very much needed in restaurants”
Related: Customer service interview questions and answers
2. Tell me about your previous restaurant experience.
This question is intended to determine the level of your familiarity and knowledge of the subject matter in question. They may also ask what sort of restaurants you have worked for, the responsibilities you have performed, and any other relevant tasks you might have done.
Example Answer:
“The experiences that I have had being a waiter or a server in restaurants have taken me more than five years where I have served in buffet, fine dining, and fast food among others. Before I took a different job at ABC Restaurant, I served tables and had to make food and drink orders, clear plates and glasses, and make changes. The role I had was helping arrange the dining space and also using the time helping to clean up afterward.”
Related: Work experience interview questions and answers
3. How do you handle difficult customers?
This question allows employers to gauge your interpersonal, communication, and problem-solving skills in customer interactions, highlighting your professional demeanor and approach to resolving issues.
Example:
“As far as difficult customers are concerned, there are many people, if I have a guest who does not like their food very much and they are dissatisfied. First, I apologized, and then, I listened to their complaints and tried to understand what was wrong with them. I said, okay, we will make the dish again. I believe my way of dealing with difficult people is different. I try to stay calm and find the best solution.”
4. How do you handle a rush or busy shift?
This question is a performance-based question that seeks to address your ability to cope in a given work environment, which is characterized by quick decisions and general pressures. Interviewers want to know how you deal with time and possible methods you use to organize your work.
Example:
“If I am working a busy shift or if I have a rush, I make a mental checklist and plan what needs to be done immediately and what can wait. I also try to coordinate well with other employees and share the workload. Also, I try to think ahead and do things before the client asks me, like refilling drinks before they ask, to avoid wasting time.”
5. How do you handle a mistake you made during a shift?
This question evaluates your professionalism because it makes you take responsibility for your errors and make a plan to correct them. The interviewers want to know how you found the problem and what your plan is to fix it.
Example:
“I once mixed up two clients’ orders and, as soon as I discovered it, I notified them both and fixed the error by giving the puzzled customers their orders as quickly as possible. Both of them were given a free dessert for their trouble. After the incident, I made a note to check it myself next time. Also, I discussed the particular incident with the manager to not repeat the same mistake.”
6. How do you handle a situation where a customer sends their food back?
This is one of the tricky questions that interviewers use to check your customer service skills and how well you can handle pressure. They want to know how you can handle issues and conflicts between what the customer expected and what he got.
Example:
“I feel that when a customer returns food, their complaint should not be brushed off or ignored. Instead, I should be compassionate, try to understand what they are concerned about, and ask the management and kitchen staff for help in finding a solution that satisfies the consumer. I should apologize for the inconvenience caused to the customer and promise them that I will do my best to ensure that it is resolved.”
Related: Fine Dining Server Interview Questions & Answers
7. How do you handle a situation where a customer complains about the food or service?
This question focuses on how you handle complaints, which tests your customer relations and problem-solving abilities.
Example:
“I want to say that when a consumer complains, I pay close attention to what they have to say and offer them an opportunity to express themselves. I give them my sincere apologies for the inconvenience. I discuss with them and find the best solution to the problem that is within the restaurant’s policies. If a customer complains during my shift I make sure to talk to all the tables I am serving to see if any of them have a similar complaint and if there is one I am ready to fix it.”
8. How do you handle a situation where a customer becomes unruly or disruptive?
Interviewers ask this to determine your self-control because they want to see how well you will handle rude clients and others that are hard to deal with.
Example:
“When a customer demonstrates violent behavior, I have to make sure no one is at risk of physical harm, first of all, I approach the customer politely and try to find the reason for such behavior and I always avoid a confrontation with the customer, if the situation escalates that much, I always involve my manager or security and report the incident to them, as equally as I report to the manager and also make sure other customers and staff if present.”
9. How do you handle a situation where you are running out of a menu item?
When a guest orders a meal and it’s out of stock, this question tests your capacity to think about how to address the situation as a customer service provider.
Example:
“I always practice courtesy in my interaction with customers; if I realize that a certain item is out of stock I do not hide the fact but tell the customer immediately and apologize for the inconveniences that this might cause the customer, in most cases I suggest other related products noting if the customer is specific about the product, I check with the chef if there is a way that I can prepare a smaller portion of the given product type.”
Related: Problem-solving interview questions and answers
10. How do you handle a situation where you have to deal with rude or aggressive coworkers?
Employers pose this question to gain insight into your ability to manage challenging circumstances with both subordinates and colleagues.
Example:
“I once worked with a coworker who was rude and quite aggressive towards me I took the time to look at the issue in a detached and composed way I asked the coworker why she was behaving this way The issue was that there was confusion about who did what and when To rectify the problem, we had to agree on how we were going to share our duties and responsibilities, which ultimately solved our problem.”
11. How do you handle a situation where you have to work a double shift?
Interviewers may ask how you handle a situation where you have to work a double shift to assess your ability to handle a high volume of work and work effectively under pressure. They may be interested in knowing about your strategies for maintaining energy and focus during a long shift and how you handle the physical and mental demands of working extended hours.
In your answer, you should focus on demonstrating your ability to remain calm and composed in the face of a long shift and provide specific examples of how you have successfully handled similar situations.
Example:
“I have expertise in focusing and staying energetic during lengthy shifts. When I have to work two shifts, I make sure to eat healthily during the day and get a decent night’s sleep the night before. I drink plenty of water and take pauses when I need to relax and refuel.
During the shift, I pace myself, prioritize tasks, and communicate with my team to ensure work is evenly distributed. By staying organized and maintaining a positive attitude, I can handle the demands of a double shift and deliver high-quality service.”
12. How do you handle a situation where you have to work a holiday?
This question mainly tests your efficiency during the peak working periods of the year as well as coping with working on holidays.
Example:
“I know that working on holidays is common for restaurants and so I remain very polite during such times I go to work and ensure that I sleep well throughout the night before reporting to work. On the day of the shift I ensure that I consume healthy meals and plenty of water It’s during such times that we can get easily stressed based on the numerous guests that may arrive, therefore, I get to prioritize appropriately.”
13. What are your strengths as a server?
Interviewers say this to evaluate your fit for the job and to determine your special skills and traits.
Example:
“Reflected on my experience as a server, my strength is my strong interpersonal communication with guests, making them feel important and making sure they get the best dining experience they need as well as my capacity to work well with my colleagues, being responsible for multiple tasks that would ensure the operations of the restaurant. I make sure that I deliver my duties with high proficiency. Considering the aforesaid, it can be rational.”
14. What are your weaknesses as a server?
Interviewers may ask about your weaknesses in order to determine how aware you are about yourself and aspects in you that need more development.
Example:
“One of my weaknesses as a server is that I can sometimes get flustered when faced with a high volume of orders or a particularly challenging situation. In the past, I have struggled with keeping track of my tasks and communicating effectively with the kitchen staff when things get hectic. However, I have worked hard to improve in this area and have developed several strategies to help me stay organized and focused under pressure.
For example, I make sure to take thorough notes when taking orders and to double-check my work to minimize mistakes. I also try to communicate clearly and concisely with the kitchen staff and use visual aids such as diagrams or checklists to help me stay on top of my tasks.”
15. How do you handle working under pressure?
Interviewers may ask this to assess your ability to work effectively under stress and handle challenging situations.
Example:
“I realize that dealing with pressure is an inherent part of the restaurant line of business and I know how to handle it in the best manner possible. When under pressure, I remain positive, keep a view of the needs of the guests, and calm myself down. All the while I ensure I work as per priority, delegate when needed, and maintain high organization to ensure that all the necessary chores are getting completed as per the requirement.”
16. How do you handle a situation where you are working alone on a shift?
Interviewers may inquire about how one is likely to operate as an individual performer in shifts to determine applicants’ flexibility and problem-solving skills. They want to know how you schedule your day, work on tasks, and stay physically and mentally in shape if they have to work alone.
Example:
17. How do you handle a situation where you are working with a large team on a shift?
This test measures your ability to communicate, work in a team, and solve problems. Emphasize in your response your capacity for problem-solving, clear communication, and teamwork.
Example:
“During my work, I often dealt with large teams during shifts, for example, during Saturday night work at a restaurant, which included a team of eight servers and kitchen staff. As a server, I informed the other servers and the skeletons and myself about my responsibilities and tasks, listened to their concerns and ideas, and we collectively resolved any problems that occurred, focusing on customer satisfaction. I adopted a friendly attitude towards my co-workers.”
18. How do you handle a situation where you are working with a new team on a shift?
This question evaluates your adaptability, communication skills, and ability to quickly learn and understand a new team’s processes and procedures. Emphasize these qualities in your response.
Example:
19. How do you handle a situation where you are working with a team that has poor communication?
This question is posed to test how you would handle it when working in a team that has issues communicating well, your problem-solving skills, and the leadership qualities you have.
Example:
20. How do you handle a situation where you have to work with a team that has conflicting personalities?
This question tests your general interpersonal skills, tolerance to other personalities, and general demeanor when handling people you may not exactly get along with.
Example:
“I have experience working with teams with conflicting personalities, and I understand that these situations can be challenging. However, I believe it is important to maintain a professional demeanor and find ways to work effectively with team members who may have different personalities or approaches. In these situations, I try to focus on finding common ground and finding ways to collaborate and support one another.
For example, I once worked with a team of servers at a restaurant where we had a couple of team members who had very different work styles. I characterized one as very organized and detail-oriented, while I characterized the other as more laid-back and relaxed. At first, there was some tension between the two, but I made an effort to bring everyone together and find a way to work effectively as a team.
I suggested that we hold regular meetings to discuss any issues or concerns, and I encouraged everyone to listen to and respect each other’s perspectives. By taking a proactive approach and fostering a positive team dynamic, we were able to work effectively together and provide excellent service to our customers.”
21. How do you handle a situation where you have to work with a team that is not pulling its weight?
This question aims to determine your capacity to deal with a group that I would imagine is performing below par together with other leadership and analytical skills.
Example:
“When a team is struggling, it is important to find out what the issues are and act accordingly. Depending on the situation, it can be setting up the goals and understanding each team member’s responsibility and putting efforts into trying to help the given team. The problems may lie in the motivation levels, training, or unclear expectations, and it is crucial to work on solving them. I would also lead by example and try to motivate the struggling team to work.”
22. How do you handle a situation where you have to work with a team that is not following the rules?
This question evaluates your ability to manage rule-breakers, solve problems, and maintain efficiency under pressure.
Example:
23. How do you handle a situation where you have to work with a team that is not following health and safety protocols?
Here you should show good organizational and communication skills as well as leadership skills because the question focuses on conflict related to health and safety measures violations in a team.
Example:
24. How do you handle a situation where you have to work with a team that is not following the menu or recipe?
This question tests your interpersonal skills in communicating with a dysfunctional team that is not adhering to the menu or the recipe and managing the team.
Example:
“I have had experience working with teams where not everyone was following the menu or recipe, and I understand the importance of compliance in this area. In these situations, I try to proactively address the issue and ensure that everyone follows the appropriate procedures.
For example, I once worked with a team of servers at a restaurant where some team members were not properly preparing menu items according to the recipe. Customers complained, and it made it difficult to maintain the high standards of quality that the restaurant was known for because of this. To address the issue, I organized a team meeting to discuss the importance of following the menu and recipe and the consequences of not doing so.
I also made sure to communicate the procedures clearly and be available to answer any questions or concerns my team members had. By being proactive and enforcing the rules, we improved compliance and maintained the high standards of quality that our customers expected.”
25. How do you handle a situation where you have to work with a team that is not following the service standards?
This question tests general interaction skills together with the uncooperative team that is not adhering to service standards, leadership skills and crisis solving skills.
Example:
26. How do you handle a situation where you have to work with a team that is not following the dress code?
This question tests your interpersonal skills when you have to deal with a team that is unwilling to adhere to issued dress codes besides testing your leadership skills.
Example:
“I have dealt with situations where some of my team members were not following the dress code and understand how crucial it is to observe compliance in this aspect. When this happens, I tend to take an active approach to resolve the matter and ensure everyone is following the dress code. For instance, I once worked with a team of servers at a restaurant where some team members were not complying with the dress code, which resulted in customer complaints, and it was hard to maintain the professional image of the restaurant.
To handle this, I organized a team meeting to emphasize the importance of following the dress code and the repercussions for not doing so. Additionally, I clearly communicated the dress code and made myself available to address any queries or concerns from my team members. Acting proactively and strictly enforcing rules enabled us to enhance adherence and preserve a professional appearance for the restaurant.”
27. How do you handle a situation where you have to work with a team that is not following the schedule or shift changes?
This question tests your capacity to work with a team that is not aligned to the working schedule or shift changes while testing a candidate’s leadership skills, and problem-solving aptitude.
Example:
“In my career, I have seen cases where the members of the team failed to observe the laid down schedule or changes in shifts which affected the service delivery plan. Often when I notice such a team was made to meet and I urge them to observe the schedules and changes in shifts I also ensure that the schedule is well displayed so that everyone can have a view of it. Therefore, through constant follow-ups and discussion with the workers, the schedules were improved.”
28. How do you handle a situation where you have to work with a team that is not following the policies and procedures?
This question tests your teamwork as well as your interpersonal skills because here, you are expected to deal with a team that does not stick to time and protocols of cleaning.
Example:
“I am aware of the importance of compliance in this area. In such situations, I take a proactive approach to resolve the issue and guarantee that everyone is following the appropriate protocols.
One instance was when I worked with a team of servers at a restaurant, where some team members were not reporting on time for their shifts or were not switching out correctly during shift changes. This resulted in chaos and disruptions in the service flow, and it was a source of frustration for myself and my colleagues.
To address the issue, I organized a team meeting to discuss the importance of following the policies and procedures and the consequences of not doing so. I also made sure to communicate the procedures clearly.”
29. How do you handle a situation where you have to work with a team that is not following the management’s instructions or guidance?
Example:
“When my team is not following instructions, I would first try to understand the reason for the deviation. If it is due to a lack of understanding or training, I would communicate the expectations clearly and provide additional training and resources to ensure they have the knowledge and tools to execute the management instructions properly.
If it is due to a lack of motivation or engagement, I would work to address any underlying issues and build a positive team culture. I would also implement regular check-ins and procedures to adhere to management instructions and guidance. I am willing to take on a leadership role and enforce the rules when necessary to guarantee a high standard of service and customer satisfaction.”
30. How do you handle a situation where you have to work with a team that is not following the restaurant’s vision, mission, and values?
This question aims at testing the applicant’s communication and management skills considering a working group that poses a threat to organizational values and patient safety.
Example:
“I was once in a team where not every member shared the company’s core values and I know the impacts the organizations and community we work in I have developed a strategy on how to ensure the members stick to the company’s values for example when I worked for XYZ company I realized some of the members were not respecting the core company values of respect and integrity I sat down with them and explained the importance of the core values.”
Key Takeaways Server Interview
Working as a Server is a good start as it always allows for first-hand influencing of existing guests’ experience and their level of satisfaction. Here are essential insights for anyone stepping into this vibrant role:
- Customer Service Excellence: The customer service skills are regarded as invaluable for the employees who are expected to welcome the guests warmly and listen to them. While responding to the questions being posed to you during the interview, ensure that you emphasize your experience as well as your passion for offering excellent services.
- Multitasking and Efficiency: On one hand there are deadlines for numerous cases to be investigated while on the other hand, there are still many clients running around the office; all asking for results in a period of time that is quite short.
- Team Collaboration: In this case focusing on your prior experience working in a team and including information about team diversification is recommended. For optimum results, a Server must be able to work perfectly well with the FOH staff as well as the BOH staff.
- Flexibility and Adaptability: The hospitality environment as has been revealed is very dynamic and ever-evolving. Proving your ability to work in various situations and having irregular working hours will only be useful for the potential employer.
Servers are a very important figure in the sphere of hospitality because they are primarily the ones who represent the institution and bear a substantial share of the responsibility for creating an impression about the place and working with customers. In doing so, as you prepare for your Server interview, you need to communicate not only why you are capable of doing the practical components of the job but also why you will make an excellent Server. Your interest in the hospitality industry and the desire to succeed and offer the best have distinguished you in this application and recommended you for the consideration of this opportunity.
