Scenarios Flashcards
(43 cards)
Manager disagreements
It wasn’t necessarily a disagreement it’s just we lost three managers and a span of a month and it was extremely difficult navigating with three new managers all with a different management styles and different answers
What qualities do you like about yourself
I put people first.
Respectful
Empathetic
Good work ethic
I don’t call out
I’m not late
I’ve never been written up or a coaching counseling.
Intuitive
Highest sales in entire restaurant
What you need to work on
Penmanship or interviewing skills
A time when you work through a stressful situation.
Possible scenario
Ride out / room service
MRI
Concert computers went down nobody could pay… one table at a time
When someone walked out
Coworker difficult time
Bad attitude or
Coworker kept disappearing
Coworker help
When the lounge stayed open longer
Or waterside Cafe
Work through problem with a coworker
Setting up for REO sometimes people disagree.
Trying to do what’s best for the guest and client not nesssarily it’s easiest for the coworkers
Necessarily a problem with a co-worker but sometimes you have different serving styles so when you have to work together as a team you just go with their strengths and their strengths to come together for what’s best with the guests….
What you do with a tough coworker
Humor and empathy
In the end we’re all a team you’re only as good as your weakest coworker
So someone disappears you must take care of the guest it’s generally it doesn’t reflect on the server it reflects on the restaurant
Sample of excellent customer service
Chef and I worked as a team and the guest appreciates that.
I had a guests that was unhappy about her experience with previous restaurants with allergies. I tried to go to the chef we made a couple different options to fit with her restrictions … The chef and I even went and spoke with her made her feel special instead of a problem…. She then praise the chef was so happy with service and left a great review and it in turn makes others feel safe about their allergies
Core values
Put people first
Pursue excellence
Serve our world
Embrace change
Act with integrity
Favorite guest moment
I had a couple that came in to celebrate their 50th anniversary at Disney which was so cute . Disney had a strong feeling for their family.
Had such an amazing time talking to them and ended up taking care of I remember what it was. Ended up sending them up basket can’t remember what it was but they came down crying the next day.
Praising the experience.
I think they were going some through some things healthwise and this made them feel special
Favorite guest moment
I had a mother and son come in and they had gone fishing for the first time . The son was so proud , you can tell it was a special time for them as mother and son. And the mother if we could cook the fish for them and the chef agreed! It was just such a lightheartrd experience to see it was something you know he was going to remember for the rest of his life that was just special.
Favorite guest moments
Make a wish kid
Disney store
Tell me about it time you had to solve a problem that seemed impossible in the workplace.
I used to work in the MRI department and I used to work 16-hour shifts. There is a day that our first patient was late and then we couldn’t get her in the machine and just the rest of the day just snowballed. The neurologist kept adding additional exams to patients some of these exams are 45 minutes to an hour and we just keep getting more and more behind. And more and more patients. I just started giving another on snacks and sodas making Keurig coffees for them. Reassuring people with honesty. I ended up going to the neurologist and she ordered pizza for everyone . And we just made a party of it. At the end of the day the neurologist was happy because we got our exams done the patients were happy cuz we were honest with them and we took care of them and treated them with kindness and respect. And then we did it all again the next day.
Tell me about a time you had to solve a problem that seemed impossible in the workplace.
Tell me about a time you had to solve a problem that seemed impossible in the workplace.
One time during a hurricane ride out I had to work room service. Room service in this hotel or across the street seems like a breeze. At the hotel I was working at none of the floors made sense none of the room numbers made sense. Oh so nervous. But it took mine in the map, some deep breaths. And did the best I could. When I get to the room I would just be as nice as could be. It was a tense situation for people and I just try and make them feel like there was nothing going on.
I just put myself in these people’s places they’ve spent thousands of dollars to come to Disney and now they’re stuck in their rooms so that got me through….
Tell me about a time you anticipated a guest needs.
I had a table this week.. multi-generational
I got their drink order. Talk to them a little bit about appetizers. I came back and everybody seemed quiet. The kids were pouting. The family was not happy with the choices for kids food. They were looking for wings and pizzas. I knew that if this family left they were going to be unhappy. They would have to pay for their drinks and go down to the lobby and I felt bad. It looks like they have had a long day. So I I called down to drift light and they said they would make the pizza and wings . Going back to the table and asked what they liked on their pizza and what kind of sauce they wanted for their wings and it was just like a sigh at the relief for the table and everybody had a great time!
What’s something you love about your job and what’s something you don’t love about your job.
What I really love about my job is the bar drinks they’re so good I believe in all of them. Our bartenders are amazing and our recipes are so solid.
I don’t like the most about my job is there’s no side work chart. The same people do side work every night in the same people don’t do side work every night.
Tell me about a time you had an idea on how to improve your workplace.
Side work chart for the restaurant but was never implemented.
Tell me about your best customer service moment.
Disney
Mother and son
Anniversary
The chavalas
Ok so say this….I believe a difficult guest is your biggest opportunity to be hospitable. Turning someone’s experience around can be one of the most amazing experiences for them. When I have a troublesome guest I go out of my way for them and to turn their experience around giving them no choice but to be amazed. I acknowledge their problem, apologize, do everything to fix it. I remain calm I do not get frustrated, my only goal is to turn my guests dining experience around
Empathize
Act
It’s an opportunity to wow them
Tell me about a time you went above and beyond for guest
I had a very irate guest about parking she had called ahead…
Her husband couldn’t find parking.. call me took the phone I called her husband I tried to guide him to the selmon lot. Only communicate o also got his drink order and told him what was on the menu. After talking to his wife for a little bit I went and got his drink and then I came back and we called him again and we got the food order . He ended up making in time for when the appetizer came out little bit later and they ended up decompressing having a good experience and tried to help them for their future trips plan to the Amalie .
I even paid for their parking and then they tipped me on it. To get him here as quickly as possible
Tell me about a time you were under a time constraint and had to solve a problem last minute how did you do it?
We had a concert get out and our whole restaurant got swarmed the bar… Everything even had a server walk out.
So I just calmly just talked to all my tables told them I could get them beer and wine quickly food was going to be a little while but I could not get them any alcohol. Bar never made our drinks.
REO she wanted the whole buffet changed .. he just did it with smiles and we did it quickly I grabbed like the fastest coworkers and we got it done
