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Interviewing is a crucial process for both the server candidate and the employer.
For the server candidate, the interview is an opportunity to showcase their skills, experiences, and personality. It allows them to demonstrate how they can add value to the restaurant and why they’re the best fit for the role. The interview also gives the candidate a chance to learn more about the restaurant, its culture, and any additional expectations outside of the job description. All of this information can help the candidate decide if the server job aligns with their career goals and personal values.
For the employer, the interview is a tool to assess the candidate's suitability for the role. It allows the employer to evaluate the candidate's skills, experiences, and cultural fit. The interview also provides the employer with an opportunity to sell the restaurant and the role to the candidate, which is important in attracting top talent, especially in a hospitality role.
Restaurant employer checklist for a job interview with a server
When interviewing for servers, an employer should look to achieve the following goals:
- Assess skills and experience: The primary goal of an interview is to evaluate if the candidate has the necessary skills and experience to perform being a server effectively. This involves asking questions related to the candidate's past experiences working in a restaurant or establishment and problem-solving abilities (especially when it comes to dealing and working with customers).
- Evaluate cultural fit: A restaurant should aim to determine if the candidate will fit well within the culture and team. This involves assessing the candidate's values, work style, and interpersonal skills. Working in a restaurant requires a full team effort, and a server is a crucial part of any restaurant operation given the customer-facing nature.
- Sell the role and restaurant: All restaurants should aim to present the restaurant and the server position in a positive light to attract the candidate. This involves highlighting the benefits of working for the restaurant, the impact one would have in the role, and any opportunities for growth and development.
- Verify information: The employer should aim to verify the information provided by the candidate in their resume and cover letter. This involves asking questions about the candidate's employment history, educational background, and references.
- Assess potential: Beyond the current role, the employer might also want to assess the candidate's potential for future growth within the company. This involves evaluating the candidate's ambition, learning agility, and long-term career goals.
10 questions to ask in an interview for a server position
In order to tease out the best answers and get a good understanding of the candidate, the top 10 questions to ask a server in an interview are:
- Why are you interested in working at this restaurant?
- Can you describe your previous experience as a server?
- How do you handle difficult customers?
- How do you manage your time during busy periods?
- Can you describe a time when you provided excellent customer service?
- How do you handle mistakes, like incorrect orders or billing errors?
- How would you handle a situation where a customer is unhappy with their meal?
- Can you describe a time when you had to work as part of a team?
- How do you handle stress and pressure during peak hours?
- How knowledgeable are you about food and beverage pairings?
1. Why are you interested in working at this restaurant?
An employer should be looking for several key elements in the candidate’s answer:
- Knowledge about your restaurant: The candidate should demonstrate that they've done their homework about your restaurant. This could include mentioning specific dishes they like, the restaurant's reputation, or its unique selling points. This shows that they are genuinely interested in your restaurant and not just looking for any job.
- Alignment with your restaurant's values/culture: If the candidate mentions aspects of your restaurant's culture or values that appeal to them, it's a good sign that they will fit in well with your team.
- Specific interest in the role: The candidate should express a clear interest in the server role. They might talk about enjoying the social interaction, the fast-paced environment, or the opportunity to learn about food and wine. This shows that they are likely to be motivated and engaged in their work.
- Enthusiasm: Overall, the candidate should convey enthusiasm for the opportunity to work at your restaurant. This can indicate that they will bring positive energy to their role, enhancing the dining experience for your customers.
2. Can you describe your previous experience as a server?
An employer should be looking for several key elements in the candidate’s answer:
- Relevant experience: The candidate should be able to detail their past experience in a similar role. This includes the type of restaurant or any events they worked at (fine dining, casual, private event, etc.), the volume of customers they typically handled, and the tasks they were responsible for.
- Skills demonstrated: The candidate should highlight the skills they utilized and developed in their previous server roles. This could include customer service skills, multitasking, time management, handling cash, or knowledge of food and beverages.
- Problem-solving: The candidate should be able to provide examples of challenges they faced as a server and how they overcame them. This could include dealing with difficult customers, handling mistakes, or managing during peak hours. This shows their ability to problem-solve and handle stress.
- Professional growth: The candidate might also discuss what they learned from their previous experience as a server and how they improved over time. This shows a capacity for growth and a commitment to continuous learning.
- Positive attitude: Throughout their answer, the candidate should maintain a positive attitude about their previous experience, even when discussing challenges. This shows resilience and a positive work ethic, which are important qualities for a server.
3. How do you handle difficult customers?
An employer should be looking for several key elements in the candidate’s answer:
- Patience and empathy: The candidate should demonstrate that they can remain patient and empathetic, even when dealing with difficult customers. They should show understanding towards the customer's perspective and maintain a calm demeanor.
- Communication skills: The candidate should be able to articulate how they would effectively communicate with a difficult customer. This could involve active listening to understand the customer's issue, speaking clearly and respectfully, and explaining solutions in a way that the customer can understand.
- Problem-solving: The candidate should show that they can think on their feet and come up with solutions to satisfy the customer. This could involve offering a replacement meal, a discount, or another form of compensation.
- Adherence to policies: While it's important for the candidate to show flexibility in resolving customer issues, they should also demonstrate an understanding of the restaurant's policies and how to uphold them.
- Teamwork: The candidate should mention when and how they would involve other team members or management in resolving a difficult situation. This shows their ability to work as part of a team and their understanding of when a situation needs to be escalated to a manager.
- Learning from experience: Ideally, the candidate will also reflect on what they learned from dealing with difficult customers in the past. This shows a commitment to continuous learning and improvement as a server.
4. How do you manage your time during busy periods?
An employer should be looking for several key elements in the candidate’s answer:
- Prioritization skills and efficiency: The candidate should demonstrate their ability to prioritize tasks effectively. They should be able to identify which tasks are most urgent or important and tackle those first.
- Multitasking ability: The candidate should show that they can handle multiple tasks at once without getting overwhelmed. This is crucial for a server, especially during busy periods.
- Stress management: The candidate should show that they can stay calm and focused under pressure. They should be able to handle stress without it affecting their performance or customer service.
- Teamwork: The candidate should demonstrate their ability to work effectively as part of a team. This could involve coordinating with other servers, communicating clearly with the kitchen staff, or stepping in to help colleagues when needed.
5. Can you describe a time when you provided excellent customer service?
An employer should be looking for several key elements in the candidate’s answer:
- Understanding of customer service: The candidate should demonstrate a clear understanding of what excellent customer service means. This could involve going above and beyond to meet customer needs, anticipating customer requirements, or helping create a memorable dining experience.
- Specific example: The candidate should provide a specific example from their past experience. This should include the situation, the action they took, and the result of their action. The more detailed and specific the example, the better.
- Communication skills: The candidate should show that they can communicate effectively with customers. This could involve active listening to understand the customer's needs, explaining things clearly, or using positive language.
- Initiative: The example should ideally show that the candidate can take initiative and go the extra mile to provide excellent service. This could involve suggesting a special dish, accommodating a special request, or following up to ensure customer satisfaction.
- Impact: The candidate should explain the impact of their actions. This could involve positive feedback from the customer, a tip, or repeat business. This shows that the candidate understands the importance of excellent customer service to the restaurant's success.
6. How do you handle mistakes, like incorrect orders or billing errors?
An employer should be looking for several key elements in the candidate’s answer:
- Accountability: The ability to admit mistakes is a crucial soft skill and an important quality in a server. The candidate should demonstrate that they can take responsibility for their mistakes. This shows integrity and honesty.
- Problem-solving skills: The candidate should show that they can quickly and effectively come up with a solution to rectify the mistake. This could involve reordering the correct dish, adjusting the bill, or offering a discount or complimentary item as an apology.
- Communication skills: The candidate should be able to articulate how they would communicate the mistake and the solution to the customer. This could involve apologizing sincerely, explaining the situation clearly, and reassuring the customer that the mistake will be rectified promptly.
- Learning from mistakes: The candidate should show that they can learn from their mistakes to avoid repeating them in the future. This could involve double-checking orders before sending them to the kitchen, being more careful when calculating bills, or asking for help when they're not sure about something.
- Teamwork: The candidate should demonstrate their ability to work with their team to resolve the mistake. This could involve coordinating with the kitchen staff to prepare the correct dish quickly, or working with the manager to adjust the bill or offer compensation.
7. How would you handle a situation where a customer is unhappy with their meal?
Similar to the question about how to handle a difficult customer (though now you're getting more specific), an employer should be looking for several key elements in the candidate’s answer:
- Empathy and understanding: The candidate should demonstrate that they can empathize with the customer and understand their dissatisfaction. They should show that they can handle such situations with patience and respect.
- Communication skills: The candidate should be able to articulate how they would communicate with the customer in this situation. This could involve active listening to understand the customer's issue, apologizing for the inconvenience, and explaining how they plan to resolve the issue.
- Problem-solving skills: The candidate should show that they can quickly and effectively come up with a solution to make the customer happy. This could involve offering a replacement meal, a discount, or a free dessert.
- Adherence to Policies: While the candidate should show flexibility in resolving the issue, they should also demonstrate an understanding of the restaurant's policies and ensure they are upheld.
8. Can you describe a time when you had to work as part of a team?
An employer should be looking for several key elements in the candidate’s answer:
- Teamwork skills: The candidate should demonstrate their ability to work effectively as part of a team. This could involve coordinating with other servers, communicating clearly with the kitchen staff, or stepping in to help colleagues when needed.
- Specific example: The candidate should provide a specific example from their past experience. This should include the situation, the action they took as part of the team, and the result of their collective effort.
- Problem-solving skills: If the example involves a problem or challenge that the team faced, the candidate should demonstrate their ability to collaborate with others to solve the problem effectively.
- Communication skills: The candidate should show that they can communicate effectively within a team. This could involve active listening to understand others' perspectives, expressing their own ideas clearly, or facilitating communication between team members.
- Positive attitude: The candidate should demonstrate a positive attitude towards teamwork. They should show that they value the contributions of others and understand the importance of teamwork in a restaurant setting.
- Impact: The candidate should explain the impact of their teamwork. This could involve a successful event, a problem solved, or a positive customer experience. This shows that the candidate understands the value of teamwork in achieving successful outcomes.
9. How do you handle stress and pressure during peak hours?
An employer should be looking for several key elements in the candidate’s answer:
- Stress management techniques: The candidate should be able to describe specific techniques or strategies they use to manage stress. This could include taking deep breaths, maintaining a positive attitude, or using downtime to prepare for busy periods.
- Prioritization Skills: The candidate should demonstrate their ability to prioritize tasks effectively under pressure. They should be able to identify which tasks are most urgent or important and tackle those first.
- Efficiency: The candidate should explain how they work efficiently during peak hours. This could involve grouping similar tasks together, minimizing unnecessary movements, or using technology to manage orders and keep track of tasks.
- Teamwork: Similar to questions above, the candidate should describe their ability to work effectively as part of a team during busy periods. This could involve coordinating with other servers, communicating clearly with the kitchen staff, or stepping in to help colleagues when needed.
- Resilience: The candidate should show that they can bounce back from stressful situations and maintain a high level of service, even when under pressure.
- Examples from past experience: Ideally, the candidate will provide specific examples from their past experience where they successfully managed stress and pressure during peak hours. This can give you a better idea of their ability to handle such situations in your restaurant.
10. How knowledgeable are you about food and beverage pairings?
An employer should be looking for several key elements in the candidate’s answer:
- Knowledge level: The candidate should honestly assess and communicate their current level of knowledge about food and beverage pairings. Some candidates may have extensive knowledge, while others may be relatively new to this area.
- Specific examples: If the candidate has knowledge in this area, they should provide specific examples of food and beverage pairings they are familiar with. This could involve pairing certain types of wine with specific dishes, or knowing which beers go well with certain types of food.
- Learning attitude: Regardless of their current level of knowledge, the candidate should demonstrate a willingness and enthusiasm to learn more about food and beverage pairings. This could involve self-study, attending training sessions, or learning from more experienced colleagues.
- Understanding of importance: The candidate should show that they understand the importance of food and beverage pairings in enhancing the dining experience for customers. This can show that they are customer-focused and committed to providing excellent service.
- Application: The candidate should be able to explain how they would use their knowledge of food and beverage pairings in their role as a server. This could involve making recommendations to customers, upselling certain items, or explaining pairings to customers in a way that enhances their dining experience.
Conclusion
Hiring the right server is crucial for any restaurant as they play a significant role in shaping the dining experience for customers. A good server not only has the skills to efficiently manage orders and handle payments, but also the ability to provide excellent customer service, handle difficult situations with grace, and work well as part of a team. Therefore, thorough interviewing is essential to assess these qualities and ensure the candidate aligns with the restaurant's values and standards.
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