Tell me about a time a guest was unhappy with their meal. How did you handle it?

What the interviewer is looking for

• This question tests guest service. Describes greeting tables quickly, reading what guests want, checking back at the right moments, and recovering when something goes wrong.
• What to bring out: Listening, apologizing sincerely, fixing it quickly with the kitchen, involving a manager when needed, and checking back.
• Expect a follow-up like: How do you keep that table's experience from being ruined?

Another way it may be asked: Think of a time someone said their steak was overcooked or they waited too long. What did you do?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the guest service you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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