Star Method Waitress Flashcards
(23 cards)
Can you tell me a bit about yourself? (STAR-adapted)
S/T: I’ve always enjoyed being in fast-paced, social environments where I can help people.
A: In school and other activities, I often took roles that involved organizing or serving others.
R: I discovered I work well under pressure, enjoy being part of a team, and get satisfaction from providing good service—which is why I’m interested in this role.
Do you have any previous experience in hospitality or customer service?
S: At my previous job in a café, I served customers, took orders, and cleared tables.
T: My main responsibility was making sure every customer had a good experience.
A: I learned to balance friendliness with speed and accuracy, even during rush hours.
R: I often got positive feedback and helped increase repeat customers.
Why do you want to work here?
S: I’ve been to this restaurant before, and I always noticed how friendly the staff are and how well things run.
T: I’m looking for a workplace where I can grow, stay active, and work with a positive team.
A: I researched the place and read reviews, and it seems like a great environment to learn more about hospitality.
R: I think working here would be a great match for my personality and goals.
How would you handle a rude or unhappy customer?
S: At my last job, a customer got upset because their order took too long.
T: My task was to calm the situation and make it right.
A: I listened calmly, apologized sincerely, and offered a free drink while they waited.
R: They appreciated the gesture, calmed down, and actually thanked me when they left.
How do you work under pressure during busy times?
S: During lunch rush at the café, we often had 10+ tables at once.
T: My job was to keep up with multiple tables while staying friendly and accurate.
A: I stayed focused, communicated well with the kitchen, and worked closely with my teammates.
R: Customers were served quickly and I was often complimented on how calm I stayed.
What would you do if a customer’s food order was wrong?
S: Once, a customer received the wrong meal at my previous job.
T: I had to fix the issue quickly and keep the customer happy.
A: I apologized, confirmed their correct order, and got it replaced quickly while keeping them updated.
R: They were satisfied and even left a tip despite the mix-up.
Are you comfortable being on your feet for long hours and multitasking?
S: At school events or during volunteering, I often spent long hours on my feet.
T: I had to juggle multiple tasks like greeting guests, helping with food, and cleaning up.
A: I stayed organized and paced myself while keeping a positive attitude.
R: The events ran well and I felt proud of my stamina and effort.
What days and hours are you available to work?
S: I’ve managed my time carefully around school or other commitments.
T: I’ve always tried to be flexible with work and group responsibilities.
A: I’m happy to work evenings, weekends, or holidays, and I can adapt my schedule if needed.
R: This makes me reliable and easy to schedule.
What does great customer service mean to you?
S: I once saw a colleague go above and beyond to help a customer who had allergies.
T: The goal was to make sure they felt safe, respected, and looked after.
A: She took the time to explain menu options and double-checked with the kitchen.
R: The customer was really impressed and became a regular.
My takeaway: Great service is about attention to detail, kindness, and putting the customer’s comfort first.
How do you ensure guests feel welcome from the moment they walk in?
S: At my last job in a cafe, first impressions really mattered.
T: I was responsible for greeting guests at the door and setting the tone.
A: I always smiled, made eye contact, and used a cheerful greeting. If guests looked unsure or overwhelmed, I would ask if it was their first time and explain the vibe and menu.
R: Guests often thanked me for the friendly welcome, and our TripAdvisor page frequently mentioned the warm atmosphere.
What does great service mean to you in a high-energy, late-night venue like The Blues Kitchen?
T: I would say it’s essential to stay energetic and attentive, even as the night wares off.
A: Ill keep up a positive vibe, made quick decisions, and ensured everyone felt seen—even when it was loud and busy.
How do you handle multiple tables during a busy service while keeping each guest satisfied?
S: On busy afternoons I’d often handle six or more tables at once.
T: I had to manage orders, drinks, and clear communication with each guest.
A: I grouped tasks (e.g., refills, food runners), prioritised larger orders first, and gave honest wait times. I checked in briefly at every opportunity.
R: My section consistently turned over smoothly, and I was trusted with the largest sections by managers.
How do you support your teammates during a busy shift?
S: During a packed Saturday shift, one of our servers called in sick.
T: We were down a person, and the team needed to pull together.
A: I offered to take on an extra table, helped run food for others, and checked in regularly with teammates to see who needed help.
R: We had no service issues that night, and the manager praised our teamwork during the debrief.
Tell us about a time when you had to resolve a conflict or misunderstanding with a team member.
S: Once a colleague thought I’d skipped orders during rush hour.
T: It created tension and slowed down service.
A: After service, I calmly explained that I thought the order was already handled and offered to coordinate better next time. We agreed to communicate via hand signals during rushes.
R: We avoided future issues and ended up working very efficiently together.
What role do you usually take in a team environment?
S: I usually take on a steady, support-focused role.
T: My job is to keep things moving and help where needed.
A: I offer help proactively, stay calm during chaos, and make sure the team feels like a unit, especially during high-pressure moments.
R: Because of this, I was asked to mentor two new hires in my last job.
How do you recommend food and drink confidently, especially to undecided guests?
S: Guests often said, “What do you like?” or “What’s popular?”
T: I had to guide their choices without overwhelming them.
A: I focused on what I genuinely liked, describing flavours and textures, and asked them about dietary needs or what they were in the mood for.
R: Many went with my suggestions, and I consistently upsold drinks and starters as a result.
How do you handle questions about allergens and dietary requirements?
S: A guest once asked if the fried chicken was dairy-free.
T: I wasn’t sure, and accuracy was crucial.
A: I told them I’d double-check, looked it up in the allergen binder, and confirmed with the kitchen before giving an answer.
R: The guest appreciated the thoroughness and said they felt safe dining with us.
What are your weaknesses?
S: In the past, I found that I was sometimes too focused on getting everything perfect—whether it was taking an order, arranging plates, or managing a section.
T: In a busy restaurant environment, that slowed me down and sometimes made me feel overwhelmed during peak hours.
A: I realised that perfection can’t come at the expense of pace, so I started focusing more on efficiency and trusting my training. I also asked for feedback from senior staff and watched how they balanced speed and attention to detail. Now I prioritise getting things right enough to keep service flowing, while still delivering a high standard.
R: As a result, I’ve become much faster during busy shifts and more confident in high-pressure situations without stressing over minor details.
Growth & Development questions
How do you support staff who are interested in leadership or supervisory roles?
Can you tell me more about the Columbo Academy and how progression works here?
About The Blues Kitchen Culture
• How would you describe the team dynamic here, especially on a packed night?
• How do you keep staff motivated and energised during late shifts?
About the Role
• What does a typical shift look like for a server here?
• What are the biggest challenges your team faces during a busy night?
• What does success look like in this role in the first few months?
Good q
- why is this position open
