Scenarios

Question 1

Manager disagreements

Answer 1

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

Question 2

What qualities do you like about yourself

Answer 2

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

Question 3

What you need to work on

Answer 3

Penmanship or interviewing skills

Question 4

A time when you work through a stressful situation.

Answer 4

Possible scenario
Ride out / room service
MRI
Concert computers went down nobody could pay… one table at a time
When someone walked out

Question 5

Coworker difficult time

Answer 5

Bad attitude or
Coworker kept disappearing

Question 6

Coworker help

Answer 6

When the lounge stayed open longer
Or waterside Cafe

Question 7

Work through problem with a coworker

Answer 7

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….

Question 8

What you do with a tough coworker

Answer 8

Humor and empathy

Question 9

In the end we’re all a team you’re only as good as your weakest coworker

Answer 9

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

Question 10

Sample of excellent customer service
Chef and I worked as a team and the guest appreciates that.

Answer 10

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

Question 11

Core values

Answer 11

Put people first
Pursue excellence
Serve our world
Embrace change
Act with integrity

Question 12

Favorite guest moment

Answer 12

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

Question 13

Favorite guest moment

Answer 13

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.

Question 14

Favorite guest moments

Answer 14

Make a wish kid
Disney store

Question 15

Tell me about it time you had to solve a problem that seemed impossible in the workplace.

Answer 15

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.

Question 16

Tell me about a time you had to solve a problem that seemed impossible in the workplace.

Question 17

Tell me about a time you had to solve a problem that seemed impossible in the workplace.

Answer 17

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….

Question 18

Tell me about a time you anticipated a guest needs.

Answer 18

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!

Question 19

What’s something you love about your job and what’s something you don’t love about your job.

Answer 19

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.

Question 20

Tell me about a time you had an idea on how to improve your workplace.

Answer 20

Side work chart for the restaurant but was never implemented.

Question 21

Tell me about your best customer service moment.

Answer 21

Disney
Mother and son
Anniversary
The chavalas

Question 22

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

Answer 22

Empathize
Act
It’s an opportunity to wow them

Question 23

Tell me about a time you went above and beyond for guest

Answer 23

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

Question 24

Tell me about a time you were under a time constraint and had to solve a problem last minute how did you do it?

Answer 24

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

Question 25

Tell me a time you had a problem with the co-worker

Answer 25

I never really had a problem with this coworker he just became very negative and stand up and and the side stations and was snarky all the time. So I waited till like a night it was just down to him and I and had like heart to heart with him and he was going through a lot and he I think appreciated me just doing a 101 with him and we actually became really close and you know had really good banter and just to do it in a fun way and with humor instead of negativity

Question 26

Tell me a time where you are under a lot of pressure in the workplace

Answer 26

Literally every concert
MRI

Question 27

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

Answer 27

Hello

Question 28

Scenarios

Answer 28

Lounge at Blue zoo
Lobby at water Street
Concerts
Drop off valet tickets
Treat people with kindness, patience empathy.
Move tables
Move rooms
Bring togo food forgotten

Question 29

A time you changed the way you work for a co-worker

Answer 29

I had to work a table with another server… I knew this person is not strong at prebussing or marking, seat numbers. I let this person take the lead on the table and I just did the background back server duties.

Question 30

Unruly customer

Answer 30

This week I have the customer was a happy with the tuna then I recommended the risotto he was unhappy with the risotto then I got him a salad with chicken and then he was unhappy with that and then I got him a kids meal which is grilled chicken and vegetables and he was unhappy with that…. I just made him feel comfortable and correct in his feelings and reassured him that he was not any trouble.. and I just kept trying to make it right with a smile on my face

Question 31

It’s important to engage with the guest

Answer 31

Have meaningful conversations.
Create connections.

Question 32

I think it’s too important to solve problems quickly.
Sometimes without the guest knowing there’s a problem.

Answer 32

Empower yourself to make the guests experience better

Question 33

What is luxury to you

Answer 33

It’s a feeling through your whole body.
Sense of calm.
Visual physical
All five senses

Question 34

Other cultures

Answer 34

J-1
They started on Christmas Eve it seems like very difficult task going through the entire holiday season with new staff that were also new to America… But there’s some of my favorite people.

Question 35

Name a time you help somebody with a new

Answer 35

I helped my sister drive a standard.
Had to think of our safety
Driver’s safety
Have patience and kindness and understanding.
And pray jk

Question 36

Customer came to you with a problem

Answer 36

Possible answers.. parking issues
Outside patio issues
Inside is very cold
I’ve gotten blankets for guests
Nothing is worse than when you’re cold you can’t relax
Food issues
Allergy issues

Question 37

Band issues

Answer 37

Move the table to a quiet area
A loud party table gets sat by guests ….
I’ll take the opportunity to move them.

Question 38

Help a coworker struggling or vice versa

Answer 38

Filleting a fish
opening bottles of wine

Question 39

Name a time when you could have done more

Answer 39

Sometimes the hosts block off a table in the inside and the outside in case of whatever reason and it allows for a lot of guests that are not sitting where they want to sometimes… So I’ve had situations where I guess wanted to sit on the patio and the host and will say no. I’ll talk to a manager and then the party doesn’t show up and then I have a guess that’s upset at my table so I make sure to be proactive tell them the table number for their next reservation give them my manager’s card for you know free drinks or free apps and pretty much beg them to come back and try it again

Question 40

Anticipate guests needs

Answer 40

Saw a guest struggling with their fish you know I would tell people all the time that it’s the full fish but once it came people didn’t quite understand how to eat it so… I remember one lady she was struggling so I just brought the gerdon over and I played the fish for her

Question 41

Don’t make excuses
Empathize
Engage in meaningful conversations

Answer 41

Exceptional car customer service
Dietary restrictions
Don’t make the guets feel like a burden
Pay attention to details

Question 42

Always remain calm!

Anticipate guest needs

Pay attention

Answer 42

If people are complaining about their room sometimes I’ve called the front desk and have them move oh

Question 43

Attention to detail.

Answer 43

Cup of ice w spoon
Valet tickets
Fold napkins when guest gets up
I bring paper napkins when guests are chewing gum