Handling Difficult Situations Flashcards
Tell me about a time when you had to handle a stressful situation.
At Ask Italian, one shift we were understaffed and the restaurant was set to be fully booked. As the shift supervisor, I quickly reassigned tasks and assisted communication between the team. By doing so, customers were well attended to and left happy.
How would you prioritise tasks when everything seems urgent?
During my time in hospitality, I have learned to prioritise tasks by urgency and impact. For example, dealing with immediate customer needs first, then tasks such as checking stock levels.
How would you deal with passengers arguing on board?
From my experience working in a pub, I understand the importance of dealing with customer conflict calmly. Thus, I would approach the passengers and calmly listen to both sides and then try to mediate the situation while ensuring the safety and comfort of all those around.
How would you handle a medical emergency on board?
I would follow the airline’s protocols, remain calm, and assist as directed by the senior crew members or medical personnel on board.
What would you do if a passenger refused to follow the safety instructions?
I would calmly reiterate the importance of following the safety instructions for their safety and the safety of others. If necessary I would consult one of the senior crew members of the situation.
