What interviewers look for in a front-of-house manager
When meeting with front-of-house manager candidates, interviewers look for exceptional leadership skills. They will also seek someone who can handle situations professionally and effectively, maintain a high level of customer service and manage other front-of-house staff. Below are additional details about the traits and abilities interviewers look for in a front-of-house manager:Leadership skills
The front of house manager position requires exceptional leadership and strong management capabilities. During the hiring process, interviewers will ask questions that assess your ability to lead a team. It's also common for interviewers to ask how you motivate staff toward a common goal and your strategies for conflict resolution. Related: How To Develop Leadership Skills and Become a Great ManagerCustomer service skills
Providing exemplary customer service is at the heart of the front-of-house manger role. During an interview, you will face questions about your experience with customer service. Interviewers want to assess your ability to handle challenging customers, along with how you respond to complaints and manage customer satisfaction.Team management
Front-of-house managers coordinate front-of-house staff to provide a smooth dining experience for customers. During interviews, an interviewer may ask about your previous experience managing teams. They may also ask about your communication style and how you organize and delegate tasks. Related: Front of House Manager Skills: Definition and ExamplesList of front-of-house manager interview questions and answers
When interviewing for a front-of-house manager position, you will be asked a variety of questions to assess your professional knowledge and skills. Below is a list of typical front-of-house manager interview questions, along with sample answers:Describe a situation where you had to handle a difficult customer
Sample answer: In a previous role, there was an occasion where a regular customer wasn't satisfied with the quality of their meal. I approached the customer in an empathetic way, apologized and immediately offered a replacement meal or free dessert. In these situations, I find it's important to address the issue directly so we can maintain our relationship with the customer.How do you motivate your team?
Sample answer: Clear communication and recognition are strategies I use to help motivate my team. I celebrate each of the team's successes, big or small. I also provide constructive feedback to help them improve.How do you handle staff conflicts?
Sample answer: I view conflicts as an opportunity to understand different perspectives within my team. In situations of disagreement, I make sure everyone involved has the opportunity to express their point of view. From there, we can work together to find a mutual resolution.How do you maintain excellent customer service from your team?
Sample answer: I aim to lead by example, ensuring that I provide the kind of customer service I expect from my team. I also try and provide regular training opportunities. I believe these opportunities can help staff develop the necessary customer service skills. Read more: 9 Customer Service Tips To Improve Your SkillsCan you describe a time when you improved efficiency in your previous role?
Sample answer: In my last position, I recognized that our scheduling process was time-consuming. To help alleviate this, I introduced an online scheduling system. The new process reduced double bookings and improved efficiency, enabling us to offer improved customer service.How do you handle feedback from your team?
Sample answer: I value opportunities to receive feedback from my team and view this feedback as a way to identify skills that need improvement. I aim to ensure that my team feels comfortable sharing their ideas, thoughts and concerns with me.How do you deal with high-pressure situations?
Sample answer: In high-pressure situations, I stay calm, assess the situation and focus on the most urgent tasks first. Employing these techniques helps me to deal with high-pressure situations effectively while continuing to lead my team.What is your approach to training members of your team?
Sample answer: I engage in a comprehensive training approach that combines theoretical learning with on-the-job training. I also provide occasions for staff to learn from each other's experiences and skills.How do you manage unsatisfied customers?
Sample answer: I help unsatisfied customers through patience and understanding. I listen actively to the problems or issues they have encountered and work to find a solution that satisfies them and follows company rules.How do you ensure effective communication within your team?
Sample answer: I regularly meet with my team to share updates and to discuss any concerns or ideas they may have. I also have an open-door policy so my team can approach me anytime with issues or suggestions.More front-of-house manager interview questions
As each interview and interviewer will be different, preparing for multiple types of questions can be beneficial. Below are other common front-of-house manager interview questions:- How do you build relationships with customers?
- What strategies do you use to handle criticism from your peers or superiors?
- Can you describe a major change you helped to implement in a past role?
- How do you organize your work day?
- How do you address poor performance with a member of your team?
- What strategies do you use to minimize service errors?
- How do you maintain relationships with other departments in the restaurant?
- How have you handled a situation with an under-staffed front-of-house team?
- Can you describe a time when you delivered above and beyond customer service?
- How do you stay informed about new restaurant industry trends and apply them to your work?