If you’re gearing up to interview for a restaurant manager position, you’ll likely face a series of questions about your experience, leadership skills, and understanding of the hospitality industry. This collection of common interview questions and suggested answers will assist you in your preparation.
| Job Description | The Restaurant Manager is responsible for overseeing the efficient running and profitability of restaurants and for managing their employees. Tasks include planning menus, ensuring food quality and taste, maintaining inventory, managing staff, handling customer complaints, and overseeing the overall restaurant operations. |
| Skills | Leadership, Customer service, Communication, Problem-solving, Time management, Financial management |
| Industry | Food and Beverage, Hospitality |
| Experience Level | Mid to Senior level |
| Education Requirements | A bachelor’s degree in Hospitality, Business, or a related field is often required. However, experience in the industry can sometimes substitute for formal education. Certifications in Food Safety and Alcohol Service may also be required. |
| Work Environment | Restaurant Managers work in a fast-paced environment and often have to work evenings, weekends, and holidays. The job can be stressful and physically demanding, with long hours spent standing or moving around the restaurant. |
| Salary Range | $42,000 – $73,000 annually |
| Career Path | Restaurant Managers often start as waitstaff, cooks, or other restaurant employees and work their way up. Some may further advance their careers by moving into roles such as District Manager, Food and Beverage Manager, or even opening their own restaurant. |
| Popular Companies | McDonald’s, Starbucks, Chick-fil-A, Olive Garden, Cheesecake Factory, Chipotle |
Restaurant Manager Interview Questions
Can you describe a time when you had to deal with a difficult customer? How did you handle the situation?
How to Answer:
This question is an opportunity to showcase your problem-solving and interpersonal skills. Discuss a specific incident where you dealt with a difficult customer, explain the problem, how you approached the situation, the actions you took to resolve it, and the outcome. Remember to focus on your communication skills and your ability to remain calm under pressure.
Example:
Once, during a busy dinner service, a customer was upset because his steak was not cooked to his request. He was quite upset and causing a scene. I approached him calmly and listened to his complaints without interrupting. I apologized and assured him that we value his patronage and satisfaction. I offered to replace his meal and gave him a complimentary dessert as a good gesture. He appreciated the prompt response and left satisfied. It was a reminder that every interaction, even challenging ones, is an opportunity to demonstrate our commitment to customer service.
How do you motivate your team to provide exceptional customer service, particularly during high-pressure times?
How to Answer:
This question is aimed at evaluating your leadership and management skills, as well as your understanding of customer service. Start by explaining your philosophy behind employee motivation and your belief in the importance of customer service. Then, provide specific examples of ways you have motivated staff in the past, particularly during high-stress periods. It would be beneficial to highlight any positive outcomes of your motivational efforts.
Example:
I believe that motivation comes from setting clear expectations and showing appreciation for hard work. During high-pressure times, I always remind my staff about the importance of our work—providing excellent service to our customers. I make sure to regularly check in with each team member and provide support where needed. I also believe in the power of recognition. For instance, I once led a team during a particularly busy holiday season. I implemented an ‘Employee of the Week’ program, recognizing those who went above and beyond in their service. This not only boosted morale, but also increased the overall level of customer satisfaction, as demonstrated by positive customer feedback.
Can you describe a time when you had to make a difficult decision that affected the staff or operations of the restaurant? How did you handle it?
How to Answer:
When answering this question, it’s important to demonstrate your decision-making skills and your ability to consider the impact on various stakeholders. Discuss the situation, the factors you considered in making your decision, the action you took, and the outcome. Show that you can make tough calls even when they’re not popular, but also that you’re able to communicate and manage the aftermath effectively.
Example:
In my previous role, we were struggling with late deliveries that were affecting our operations significantly. I made the difficult decision to switch suppliers, knowing that it would involve a transition period that could disrupt our workflow. However, I communicated this clearly to the staff, explaining the reasons and expected benefits. We worked together to manage the temporary inconvenience, and in the end, the new supplier provided much more reliable service, improving our operations.
What strategies would you implement to minimize waste and increase profit margins in our restaurant?
How to Answer:
When answering this question, it’s important to showcase your knowledge about cost control and waste management in the restaurant industry. Discuss some specific strategies like portion control, inventory management, and staff training. Additionally, providing examples from your past experience where you successfully implemented such strategies and saw positive results would strengthen your answer.
Example:
In my previous role, I implemented multiple strategies to minimize waste and increase profit margins. One initiative I introduced was strict portion control, which not only reduced food waste but also ensured consistency in our offerings. I also implemented an inventory management system that helped us track and forecast our needs, reducing the chance of over-ordering and waste. Finally, I conducted regular staff training on waste management and cost control. These strategies resulted in a 15% reduction in waste and a significant increase in our profit margins.
How would you handle a situation where there is a conflict between two of your staff members?
How to Answer:
When answering this question, you should demonstrate your leadership skills and your ability to maintain a harmonious work environment. Explain a step-by-step approach you would take to resolve the conflict, such as speaking to each staff member individually to understand their perspective, mediating a discussion between them, and setting clear expectations for future behavior. If applicable, you can also mention any conflict resolution training or techniques you’ve learned in the past.
Example:
In my previous role, I encountered a situation where two of my waitstaff were having a disagreement that was affecting the team’s morale and productivity. I spoke to each of them individually to understand their perspectives, and then brought them together for a mediated discussion. We were able to uncover the root cause of the conflict, which was a misunderstanding, and they both agreed to communicate more openly in the future. I also reminded them of the importance of maintaining a professional attitude at work and treating each other with respect. Since that incident, I’ve made an effort to check in regularly with my team and address any issues before they escalate.
How would you handle a situation where the restaurant receives a negative review online?
How to Answer:
The candidate should discuss the importance of taking responsibility for the negative review, responding professionally, and taking steps to rectify the situation. They should demonstrate an understanding of the potential impact of online reviews on the restaurant’s reputation and business.
Example:
Firstly, I would read the review carefully to understand the customer’s concerns. I would then respond to the review professionally and apologetically, acknowledging the customer’s experience and thanking them for their feedback. I’d assure them that we are taking their feedback seriously and that we will take steps to address their concerns. Afterwards, I would discuss the feedback with the team, identifying areas for improvement and implementing necessary changes to prevent similar incidences in the future.
What steps would you take to improve the overall dining experience for our customers?
How to Answer:
Applicants should demonstrate their understanding of the restaurant business and their ability to identify areas for improvement. They should discuss specific strategies or changes they would implement to enhance customer satisfaction, from improving the menu, staff training, interior design, ambiance, or customer service, to incorporating technology for better efficiency. They should also consider factors such as the target demographic, the restaurant’s concept, and current customer feedback in their plans.
Example:
First, I would review customer feedback to understand their needs and areas of dissatisfaction. Then, I would look into the menu and food quality. If necessary, I’d collaborate with the chef to make improvements or introduce new dishes that align with our customers’ preferences. Next, I would observe the service provided by the staff. If there are shortcomings, I’d plan staff training to improve their skills and service mindset. I’d also consider the ambiance of the restaurant – the decor, lighting, and music all play a part in the overall dining experience. Finally, I believe in the power of technology in enhancing customer experience. For example, using a digital menu and ordering system could make the process more efficient and enjoyable for the customers.
Can you describe your approach to food and beverage inventory management?
How to Answer:
The candidate should demonstrate their understanding of the importance of proper inventory management in a restaurant setting. They should describe their strategy for maintaining an appropriate inventory level to prevent overstocking or understocking, which could lead to wasted food or missed sales opportunities. The candidate might also discuss how they would use technology or other tools to assist in inventory management.
Example:
In my previous role as a restaurant manager, I implemented a cloud-based inventory management system that allowed us to track our inventory in real-time. This helped us to understand our inventory turnover rate and identify patterns in our sales. We were able to reduce our food waste by 30% and decrease our food costs by 15%. I believe in constantly evaluating and adjusting our inventory practices based on data and feedback from our team.
How would you handle a situation where there is a significant decrease in restaurant sales?
How to Answer:
In your answer, emphasize your analytical skills and your ability to make strategic decisions based on data. Describe a systematic approach to identifying the root cause of the problem, such as examining sales data, customer feedback, and market trends. Then, explain how you would develop and implement a plan to improve sales, including marketing strategies, menu changes, or operational improvements. It would also be helpful to provide an example from your past experience where you successfully handled a similar situation.
Example:
If I noticed a significant decrease in sales, my first step would be to do a thorough analysis to understand the cause. I would look at sales data to identify any patterns, such as certain times of day or specific menu items that are underperforming. I would also review customer feedback to see if there are any recurring complaints that could be impacting sales. Once I have identified the root cause, I would develop a strategy to address it. This could involve making changes to the menu, improving customer service, or launching a marketing campaign to attract more customers. For instance, in my previous role as a manager at XYZ restaurant, I noticed a consistent drop in our lunchtime sales. After analyzing the data and speaking with customers, I realized that our lunch menu was not appealing to the local office workers who were our main customers at that time of day. I worked with the chef to redesign the menu, focusing on quick, healthy options that could be served fast for people on their lunch break. We promoted the new menu through social media and local office buildings, and within a month, our lunchtime sales increased by 30%.
Can you describe a time when you dealt with a difficult customer? How did you handle the situation?
How to Answer:
This question is designed to assess your problem-solving skills and your ability to handle challenging situations. The interviewer wants to know how you deal with difficult customers and if you can find a resolution that maintains the restaurant’s reputation. While answering this question, use the STAR method (Situation, Task, Action, Result) to provide a structured response. Describe a specific situation, what your responsibilities were, the actions you took, and the outcome of the situation.
Example:
In my previous role as a manager at a busy restaurant, we had a regular customer who was known for being difficult. One evening, he was particularly unhappy about the wait time for his food. I acknowledged his frustration and apologized for the delay, explaining that we were particularly busy. I offered him a complimentary drink and assured him that we would expedite his order. He accepted the gesture and was satisfied with the way I handled the situation. This incident taught me the importance of maintaining composure during difficult situations and finding solutions that not only resolve the issue but also build customer loyalty.