Hiring managers ask this question to see how you handle pressure and lead others effectively. In your answer, describe the situation clearly and explain the specific steps you took to guide your team to a successful outcome.

Example: Sure! Here's a natural and concise answer you could use: There was a night when several staff called in sick unexpectedly, and the pub got busier than usual. I quickly reassigned tasks, stepped in on the floor, and kept everyone motivated. By staying calm and focused, we managed to keep service smooth and customers happy despite the pressure. It showed me how important clear communication and teamwork are in a fast-paced environment.

What they want to see is your ability to identify problems and think outside the box to enhance efficiency. You need to describe a specific situation where you introduced a novel idea that positively impacted the pub’s operations.

Example: In my last role, I noticed peak times caused long waits, so I introduced a simple table flag system for customers to signal when they needed attention. It helped staff prioritise service without interrupting conversations. This small change boosted efficiency and improved customer satisfaction, making the atmosphere more relaxed and smooth during busy nights. It was a practical fix that everyone appreciated.

Employers ask this question to ensure you can keep the pub well-stocked without overspending or shortages. In your answer, explain how you track inventory daily, negotiate with suppliers for good prices, and maintain accurate records to prevent waste.

Example: In my previous role, I kept a close eye on stock levels to avoid shortages and over-ordering. I regularly reviewed usage patterns to time orders efficiently, ensuring we stayed within budget. I found that keeping clear, up-to-date records helped spot discrepancies early, which in turn reduced waste. For example, adjusting orders after busy weekends helped us manage fresh produce better and cut down on spoilage.

Employers ask this question to see if you understand the daily responsibilities required to keep the pub running smoothly. You need to explain how you oversee staff, manage inventory, ensure customer satisfaction, and maintain compliance with health and safety standards.

Example: Each day, I focus on ensuring the team is motivated and everything runs smoothly—from managing stock levels and coordinating staff shifts to maintaining excellent customer service. I also keep an eye on cleanliness and safety standards, and handle any issues quickly, whether it’s a customer request or a supplier delay. It’s about balancing the behind-the-scenes work with keeping the pub welcoming and enjoyable for everyone.

Questions like this assess your ability to stay calm, think quickly, and prioritize effectively under pressure. You need to explain that you remain composed, assess the situation promptly, and coordinate your team to resolve the issue efficiently while ensuring customer safety and satisfaction.

Example: When unexpected issues arise, I stay calm and assess the situation quickly to find the best solution. For example, if there’s a sudden rush or a supply problem, I prioritize tasks and communicate clearly with my team to keep things running smoothly. Being prepared to adapt and keeping a positive attitude helps me manage challenges without disrupting the customer experience.

What they want to know is how you support and grow your team to improve performance and morale. You need to describe a specific example where you identified a team member’s potential, provided guidance or training, and saw positive results from your mentorship.

Example: In my previous role, I noticed a new team member struggling with busy shifts. I spent time shadowing them, offering tips on handling pressure, and encouraged open communication. Over a few weeks, their confidence grew, and they began taking on more responsibility, even training others. It was rewarding to see their progress and know I contributed to their development.

Hiring managers ask this to see if you can handle disputes without letting them harm the team’s productivity or morale. Explain that you listen carefully to understand the root cause, mediate respectfully between team members, and set clear roles and expectations to prevent future conflicts.

Example: When conflicts arise, I first listen carefully to understand everyone’s perspective, which helps get to the heart of the issue. I encourage open, honest conversations to find common ground and work towards a fair solution. Keeping the team’s spirit up is important, so I also check in regularly to prevent small issues from growing. For example, once a scheduling clash was settled by swapping shifts, and it diffused tension quickly.

Questions like this assess your ability to manage team dynamics and resolve conflicts effectively. You need to say that you listen actively to understand everyone's views, find compromises that keep the team united, and stay calm to de-escalate any tension.

Example: When team members see things differently, I make sure everyone feels heard by really listening to their points. Then, I look for shared goals to help us move forward together. If tensions rise, I stay calm and focus on the issue, not the person, encouraging solutions that work for all. For example, when two colleagues disagreed on shift patterns, we talked it through and found a compromise that suited the team and the pub’s busiest times.

What they want to see is that you can stay calm, listen carefully, and resolve issues effectively to keep customers happy. You need to say you listen attentively, empathize with the customer, and offer solutions that satisfy them and maintain the pub's reputation.

Example: When a customer has a complaint, I listen carefully and show I understand their concern. Sometimes, just feeling heard can calm the situation. Then, I calmly offer a solution, whether that’s a replacement or a small gesture like a drink on the house. For example, once a guest was unhappy with their meal, so I personally checked the kitchen and offered a fresh dish, which made them leave smiling and coming back again.

This interview question assesses your ability to manage time effectively and lead a team efficiently. You need to explain that you prioritize tasks based on urgency and importance, then delegate to team members according to their strengths and availability.

Example: I usually start by assessing what needs immediate attention, like busy service times or stock levels. Then, I assign tasks based on each team member’s strengths and current workload. For example, I might ask the most experienced server to handle tricky customer requests while others focus on restocking or cleaning. Keeping communication open helps everyone stay on track and feel supported throughout the shift.

Interviewers ask this to see how you manage team dynamics and maintain smooth operations. You need to explain that you set up regular briefings for clarity, encourage honest feedback by fostering a supportive atmosphere, and adjust your communication style to fit individual team members' needs.

Example: I make sure everyone knows the best way to reach each other, whether it’s a quick chat during a shift or a group message. I also encourage the team to share their thoughts openly, creating a space where feedback is welcomed, not judged. Depending on who I’m speaking with, I adjust my approach—some prefer straight facts, others appreciate a bit more context—so the message gets through clearly to everyone.

Employers ask this question to ensure you understand the importance of maintaining a safe environment and following legal standards in a pub setting. You need to explain that you stay updated on health and safety laws, regularly conduct inspections and risk assessments, and train your staff to follow all safety procedures consistently.

Example: I stay up to date with health and safety laws by regularly reviewing guidelines and completing training. Daily checks on equipment, cleanliness, and fire exits help catch any issues early. I also make sure the team understands their responsibilities through clear communication and ongoing training. For example, I recently ran a refresher session on safe food handling, which improved everyone's awareness and confidence in keeping our pub safe.

This question aims to see how you prioritize customer satisfaction and handle unexpected challenges. You need to describe a specific situation where you exceeded customer expectations and the positive outcome that resulted.

Example: Certainly. Once, a regular mentioned it was their birthday but felt low, so I organised a small surprise with the team—decorations and a complimentary drink. Seeing their smile and how it lifted the whole pub’s atmosphere reminded me that going a little further can make a big difference to someone’s day. It’s those moments that make the job truly rewarding.

What they want to see is your problem-solving skills under pressure and how you handle tough situations with teamwork and leadership. You need to describe the problem clearly, explain the steps you took to resolve it, and highlight the positive outcome for the pub and staff.

Example: Sure! Here’s a natural, concise response: There was a night when we were unexpectedly short-staffed during a busy shift. I quickly reallocated tasks among the team and stepped in wherever needed, keeping spirits up and service smooth. By staying calm and communicating clearly, we managed the rush without compromising quality, and customers left happy despite the challenge. It was a good reminder of how teamwork makes all the difference.

Questions like this assess your ability to maintain excellent customer satisfaction and manage a positive pub environment. You need to explain that you train and motivate staff, stay attentive to customer needs, and handle issues promptly to ensure everyone enjoys their experience.

Example: To ensure great customer service, I focus on training the team to be attentive and friendly, creating a welcoming atmosphere. I regularly check in with customers to see if they need anything and handle any issues calmly and quickly. For example, when a busy night led to delays, I personally apologized and offered a small token, which helped maintain a positive vibe and kept people coming back.

This interview question helps employers see how you handle challenges and improve operations long-term. You need to explain how you find the root cause, put in place lasting solutions like training or new procedures, and track results to make sure the problem doesn’t happen again.

Example: Whenever an issue arises, I take time to understand what’s really behind it rather than just treating the symptoms. For example, if stock is constantly running low, I’d review ordering processes and staff communication. Then, I put changes in place and keep a close eye on how things improve, adjusting if needed. It’s about making sure the same problem doesn’t sneak back in later.

Employers ask this to see how you lead and inspire your team toward success. You need to explain how you set clear goals, recognize achievements, and provide support and training to help your team perform at their best.

Example: I believe in setting clear targets so everyone knows what success looks like. I make a point of acknowledging effort and good work, whether through a simple thank you or small rewards. I also keep the team motivated by offering ongoing support and chances to learn new skills, like coaching a new member or running quick training sessions during quieter shifts. It’s about creating a positive, encouraging environment where everyone can thrive.

Employers ask this to see how you create loyalty and a positive atmosphere that keeps customers returning. You should explain how you listen carefully to learn their preferences, greet them warmly by name, and address any issues quickly to build trust and satisfaction.

Example: To build solid relationships with regulars, I focus on really tuning in to what they enjoy and remembering little details, like their favourite drinks. I make it a point to greet them warmly and keep the atmosphere friendly every time they come in. If any issues arise, I address them quickly and positively—making sure they leave feeling valued and heard, which keeps them coming back.

Hiring managers ask this question to see how well you collaborate and lead in a team setting, which is crucial for managing pub staff effectively. You need to describe a specific example where you communicated clearly, coordinated tasks, and supported your team to successfully reach a goal together.

Example: In my previous role, our team noticed a dip in weekend sales. I organised a quick meeting to openly discuss ideas, ensuring everyone’s input was heard. We then coordinated a new promotions plan, with clear roles and times. By supporting each other and staying focused, we boosted sales by 15% that month. It felt great to see how working together made a real difference.

This interview question helps employers see how you handle problems by understanding their true cause and solving them effectively. You need to explain that you gather feedback from staff and customers, analyze it to find patterns, and then work with your team to create and implement a practical solution.

Example: When a problem arises, I first listen carefully to everyone involved and observe the situation to understand what’s really going on. I look for patterns or underlying issues rather than just the obvious symptoms. Once I’ve identified the cause, I work with the team to come up with a practical solution that fits our daily operations and ensures it won’t happen again, like adjusting staff schedules to prevent service delays during busy hours.

What they want to know is how you ensure the pub stays profitable by managing money wisely. You need to explain how you create and stick to budgets, track inventory to minimize waste, and analyze financial reports to find ways to improve profits.

Example: When managing a pub’s finances, I start by setting a realistic budget based on past sales and seasonal trends. I keep a close eye on stock levels to prevent waste and regularly review invoices to spot any discrepancies. By analyzing weekly sales reports, I can adjust ordering and staffing as needed to keep costs in line while ensuring the pub runs smoothly and profitably.

Interviewers ask this to see if you can coach and motivate others, essential for managing a team effectively. You need to describe a specific situation where you helped a colleague improve or overcome a challenge, showing your support and leadership.

Example: In my previous role, one team member was new to the till and struggling during busy times. I took time to guide them through transactions step-by-step, offering tips on staying calm under pressure. It helped build their confidence, and soon they were handling the rush smoothly. Supporting them not only improved their skills but also kept the service running efficiently for everyone.

What they want to understand is how you monitor and improve business performance using technology. You need to mention specific tools like POS systems or spreadsheets and explain how you use them to track sales, employee performance, and inventory effectively.

Example: I usually rely on the till system’s built-in reporting tools to keep an eye on daily sales and identify trends. I also find staff feedback and informal check-ins really helpful to gauge performance. For example, reviewing peak times helps adjust staffing levels, ensuring smooth service. Combining data with real-time observations gives a clearer picture of how the pub is doing and where improvements can be made.

This interview question aims to see how you create teamwork and maintain a positive atmosphere among staff. You need to explain that you encourage open communication through regular meetings, resolve conflicts quickly and fairly, and motivate your team by recognizing their collaborative efforts.

Example: Creating a great team starts with making sure everyone feels heard and valued. I encourage open chats during shifts so ideas flow freely and small issues don’t fester. When disagreements arise, I step in quickly to find a fair solution that keeps the mood positive. I also like to recognise good work and support folks, which naturally brings the team together and keeps the pub running smoothly.

This interview question assesses your ability to manage conflict and maintain customer satisfaction under pressure. You need to say that you listen carefully without interrupting, stay calm and empathetic, and offer practical solutions to resolve the customer's issue.

Example: When dealing with a tricky customer, I listen carefully to what’s bothering them and keep my tone calm and friendly. I try to see things from their perspective and reassure them that I'm here to help. For example, once a guest was unhappy with their drink, so I quickly offered a replacement and checked back to make sure they were satisfied before they left. That approach usually turns things around.