Three Ways to Pinpoint Great New Hires

By Zoe Connolly Co-Founder & Managing Director, Hospitality Spotlight | September 10, 2017

So you’re looking to hire a new team member... While graduation is mostly over, the workforce is still adjusting to an influx of recent college grads. In hotels, leadership and hiring managers have likely already met multiple candidates in making an addition to the staff, and in some cases, making the decision to hold off. It can be hard to choose the right candidate for the job for many reasons, but there are ways hiring managers can identify candidates that will ultimately be successful in their roles.

1. Character Counts

One of the main traits of a successful hospitality worker is a great personality; someone that can get along with all of your guests. “Personable” should be easy to identify, but sometimes a great interviewer is not the best candidate for the job.

  • Be sure to start a conversation during the interview, beyond simply covering
    the basic questions try to understand how they will interact with a stranger
    (i.e. you). If they can have a solid conversation with you, they’ll likely
    not be afraid to have a conversation with a new guest.

  • Have coworkers come in and chat, if they get along well, they will likely
    continue to get along once on the job. A successful business has a workforce
    that understands and enjoys each other.

  • Check for a smile. It is something everyone looks out for in good service,
    “service with a smile,” if they are smiling and laughing during the
    interview, that will translate into the workplace.

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Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.