Sample interview questions: How do you handle a situation where a customer is causing a disturbance or conflict with other guests, and they are exhibiting signs of substance abuse or addiction?
Sample answer:
1. Maintain Composure and Assess the Situation:
* Stay calm and avoid confrontational behavior.
* Observe the customer’s behavior and assess the potential risks for guest and staff safety.
* Determine if the customer poses an imminent threat.
2. Approach Politely and Privately:
* Approach the customer discreetly and politely.
* Explain that their behavior is upsetting other guests and request that they refrain from causing further disturbance.
* If possible, move the customer to a less crowded area to address the situation privately.
3. Offer Alternatives:
* Offer alternative options such as providing a quieter table or asking the customer to wait outside.
* Suggest non-alcoholic drinks or snacks to help address any underlying substance cravings.
4. Respect the Customer’s Dignity:
* Avoid making accusations or judgmental statements.
* Treat the customer with respect and acknowledge their … Read full answer
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