Hiring? Ask These Interview Questions to Spot Versatile Restaurant Talent

Seamless restaurant operations, where the crew anticipates customers’ and coworkers’ needs and easily course-corrects, require more than technical know-how and vetted organizational systems. Instead, these smooth interactions are more likely attributable to soft skills like problem-solving and empathy that allow teams to work together and deliver exceptional service, turning one-time customers into lifelong fans.

Still, finding candidates who embody these traits remains a perennial challenge—and nearly impossible if you’ve been asking the wrong questions. Hiring for soft skills becomes much simpler when you know exactly what to ask and look for in interviews. In this article, I’ll share those tips so you can hire people who will excel in the role and not only fill it.  

Assessing Communication Skills

Clear, consistent communication keeps restaurants running smoothly, whether giving instructions to the kitchen staff or addressing a customer’s concerns. 

What to ask: “Can you tell me about a time you had to explain something complex to a coworker or customer? How did you make sure they understood?” 

Why it works: This question gauges the candidate’s ability to convey information, listen, and clarify without getting overwhelmed and frustrated.  

What to look for:

• A detailed explanation of how they broke down the topic’s complexity 
• Evidence of active listening (e.g., checking for understanding)
• Patience and adaptability to different communication preferences

Example: “I had a customer with several food allergies who was, understandably, very concerned about ingredients and cross-contamination. I offered several suggestions from our allergy-friendly menu and explained the ingredients to them. She was still tense, I could tell, so I asked her to share any specific concerns. I’m glad I did because she was mainly worried about one dairy-based ingredient. The chef wrote down the dishes containing the problematic ingredient, which I shared with her. She felt confident enough to order and appreciated my effort to address her needs.”

Testing Problem-Solving Ability

Problems can arise at any moment in our fast-moving, customer-facing business, and adapting and thinking on one’s feet is crucial for maintaining customer satisfaction and operational momentum. 

What to ask: “Describe a situation where something went wrong at work. What steps did you take to address the issue, and what was the outcome?” 

Why it works: This question helps you understand how a candidate approaches the unexpected and if they remain calm under pressure. 

What to look for:

• Structured approach to the issue 
• Use of available resources, collaboration, and creativity
• Maintaining composure while seeking solutions

Example: “We were prepping for dinner service and realized we had very little of a main ingredient for our featured dish. I still have no idea how that happened! Instead of panicking, I ran through our available inventory and identified an ingredient I could substitute if I modified the dish. I pulled in the kitchen team and the FOH manager, and we agreed on the plan. The servers were informed of the change so they could guide customers. As a result, we received rave reviews on the new dish, and the experience affirmed that solutions can be found when staying calm and thinking creatively.”

Evaluating Empathy

Memorable customer service hinges on empathy, which requires relating to a customer’s needs and feelings, even when emotions run high.

What to ask: “Tell me about a time you encountered a difficult customer. How did you approach the situation to ensure a positive outcome?”

Why it works: This question reveals a candidate’s de-escalation skills, including handling tense situations gracefully and with compassion. 

What to look for:

• Provides the customer with the opportunity to feel heard and express their concerns
• A calm, respectful demeanor throughout the interaction
• A resolution that satisfies the customer, even if the outcome isn’t ideal

Example: “During a hectic lunch rush when we were short-staffed, a customer became upset when their order took longer than usual. As the manager, I listened to his concerns. He was quite angry, but I apologized sincerely for the wait, making a point not to offer excuses but instead acknowledge his frustration. I immediately checked the order status and found it had been overlooked. I refunded the payment and moved the order to the front of the line. The customer received his meal soon after and thanked me for making it right, ending the interaction on a positive note.”

Identifying Leadership Potential

Motivating others and setting a positive example are valuable leadership skills, even in non-managerial positions. 

What to ask: “Can you share an example of when you had to motivate your team during a tough or trying time? How did you encourage them, and what was the result?”

Why it works: This question uncovers if candidates can step into a coaching role and preserve or deepen relationships during stressful periods.   

What to look for:

• Ability to take initiative and maintain a positive attitude during uncertainty
• Employs strategies to motivate and support others, like recognition or encouragement
• A focus on team success over individual accolades

Example: “I was working in a clothing store. It was the weekend before Christmas, the store was packed, and two of my teammates were visibly stressed to the point of near tears. Our manager seemed very overwhelmed and wasn’t providing much reassurance or guidance. So, I called a quick team huddle in the back room and suggested we divide the floor into zones so we could focus on specific areas. We agreed to check in with each other every 15 minutes. Getting everyone on the same page with a plan made such a difference in mood, rallying us enough to make it through the shift.” 

Additional Tips for Soft Skills Hiring

Beyond asking the right questions, keep these points in mind when interviewing:

• Body Language and Presence: Nonverbal communication is just as important as verbal responses, especially in customer-facing roles, so keep an eye on candidates’ body language. Someone who avoids eye contact or seems uninterested in the conversation may struggle with interpersonal communication. Meanwhile, someone who actively listens and asks clarifying questions will likely engage well with customers and team members. 
• Self-Reflection: Look for candidates who can describe past challenges and reflect on how they grew from those experiences. These self-aware employees tend to have more robust soft skills and will hit the ground running in a dynamic restaurant environment.
• Cultural Fit: Consider how the candidate’s values align with your restaurant’s culture and existing team. Soft skills such as empathy and teamwork are major factors in maintaining a positive, supportive environment. 
• Situational Questions: Use situational or behavioral interview questions, like the ones I shared above, to see how candidates have applied soft skills in past real-life scenarios. This approach gives you a better understanding of how they will handle similar situations in your restaurant.
• Follow-Up Questions: If a candidate’s initial response is too vague, dig deeper with follow-up questions like, “What did you learn from that experience?” or “How would you handle that situation differently now?”

Stay Tuned for More

Next time, I’ll discuss insights and tools for developing your team’s talent and leadership abilities, making 2025 your restaurant’s best year yet.