Assistant Manager Interview Questions and Answers
Question 1: If an important decision had to be made and you couldn’t reach the manager, what would you do?
[SITUATION] For the purpose of this question I will assume I will not be able to locate the manager and do not have the delegated authority to make the decision myself. [TASK] My task would be to fully understand the nature of the decision, the facts surround the matter and the urgency of the decision, i.e. could it wait for the manager’s return. [ACTION] On the understanding an instant decision was required I would seek another person with the required authority, perhaps my manager’s manager. I would then relay all the core facts surrounding the decision and advise the urgency. Once a decision was received I would then implement. I would then ensure the manager was aware of the decision made in their absence. [RESULT] When I have implemented the above approach previously it has always enabled a business-critical decision and led to positive outcomes.
Question 2: Imagine there are too many customers on a particular day and employees are barely managing to attend to all of them. Given that customer service standards are beginning to slip, how would you handle this?
[SITUATION] Competing spikes in demand are situations I am very used to. [TASK] My responsibility is to reduce the demand placed on the team or look at how we can more effectively deal with it. [ACTION] I would first identify why there is a sudden peak in demand. It may be that some of this can be avoided by handling in another way, e.g. directing customers to self-serve if possible. Failing this I would then look at other available resource to support the peak. This maybe from another, less busy, team. If this wasn’t possible I would ensure that customer service was maintained and customers be advised that we are experiencing some delays but will deal with theirs requests as soon as possible. [RESULT] I have always maintained high levels of customer services using the above approaches.
Question 3: What would you do if an employee was under-performing?
[SITUATION] As Assistant Manager at __________ and __________ I have dealt with employee under-performance in the past. [TASK] My role was to understand any barriers to high performance, ensure clarity of role, set appropriate performance objectives and ensure performance was managed. [ACTION] I would do this firstly through 121s with the individual. Should this fail to bring an improvement then more formal performance management processes may be required. [RESULT] Where I have had issues with under-performance I have managed to effect and increase through the above methods and my coaching management style.
Answering Assistant Manager Interview Questions and Answers – Standouty’s STAR Methodology
All of our Assistant Manager Interview Questions and Answers are based on the STAR method. This is recognised across the industry as the BEST method for answering interview questions. If used well the panel will be unaware of its use but consider your answer to be well constructed, methodical and just plain AMAZING.
The STAR Technique involves constructing your answer in the following way:
Set the context of your answer. Tell the panel, where, when and why this situation came to be. For example, “Whilst working in my current role, we were holding an event in which 100 plus people were due to attend any minute. That’s when I was notified the caterers weren’t able to make it.”
What did you have to do. For example, “I had to organise alternative caterers and without the guests knowing. The failure of the event would have been a disaster for the company.”
What did you actually do. For example, “I spoke to the venue owner and we identified other caterers who may be able to help at short notice. I contacted all of them and identified one who could cater the event albeit one hour later than planned.”
How did the situation play out. For example, “Catering was provided in line with guest expectations. The evening, after this initial hiccup, went seamlessly. I was congratulated by the senior managers for sorting out what could have been a catastrophe.”
Constructing your answers in this way will ensure you fully address the question / scenario given and the criteria the panel are measuring you against.
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