Ms. Ross

Food & Beverage

Hotel Food & Beverage: The Interview Process

By Susie Ross, Founder, Waiter Training

You want to set the stage from the beginning that you operate a professional business. It isn't just a caf'e, diner, restaurant or deli. It's your business and, if you want to take an aggressive approach, ask questions of your applicant that will reveal personality and the salesperson in her. This is assuming you want a personality that wants to sell and not take orders.

Insist on a resume and take advantage of it! If you like the person after the first interview, do the research that the resume was intended for to make sure a candidate is a good fit. Ask the legal questions of a former employer. If you're unsure of the legality of your questioning, consult your attorney or your state's restaurant association for the proper legal questioning of a prospective employee.

First and foremost, you should expect that an applicant will show up in proper attire and bring a resume. If an applicant doesn't, I think it's acceptable to request that he comes back when he is properly attired for an interview and to also bring a resume. I always wonder why it's acceptable for someone to show up in torn jeans and a cool t-shirt to apply for a restaurant job and not ok if applying at an office. This is your business; what image do you want to project?

It's generally agreed in all areas of employment that two or more interviews take place, preferably with different managers and on different days.

After the initial interview has taken place, the resume has been called on and references have been checked, set up a second interview. I might suggest a simple test for starters. Give her an example of a regular guest check that you see on a daily basis. Ask her to take five or ten minutes, go over the menu and respond to you with ideas on how she might increase the check amount. Ask her what she might suggest to a guest to increase the check amount. Simply listen for words used. Keep your request simple and see how far she goes with it. Set up a role-playing situation. This exercise can be done while sitting at the table across from each other; there is no need for her to stand up and do this, unless you feel it necessary to do so.

A more experienced applicant will have a good idea of what you're looking for and will either go along with you or decide this is not the job for her. Body language will instantly tell you what decision she's made.

You can also use the tried and true method of giving her common scenarios and get her responses. Get a feeling for how she thinks and reacts to given situations.

Watch how she interacts with those around her. Is she self-absorbed and only concerned about her own comfort? Does she open doors for others? Does she think to pull out a chair for someone to sit down?

A service-oriented person pays attention to the details and the comforts of others. She is willing to jump in and help others get the job done. A service-oriented person with a good personality will be easy to train and will understand the value of team work and up-selling your menu. She doesn't necessarily have to have experience at waiting tables.

If she asks questions during the interview process, listen to how she asks. Questions and how they're asked reveal how she thinks and whether or not she's afraid to ask for help. People who ask for help will typically be those who offer it.

If you treat your restaurant as a professional business and treat the interview process that way, the person applying for any front-of-house position is going to get the impression that she's applying for more than just a server, host or busperson position. She's going to understand that you're looking for serious career people, regardless of the length of time that career might be.

If she doesn't have the experience you feel is necessary, and you believe she possesses the desire to get that experience, take a chance and hire her! If she has had serving experience and you're afraid that perhaps she will come in with bad habits, as many servers do, then your training has to be such that it doesn't promote those bad habits. If you have given the impression that you operate a professional business, then those you hire should expect professional training. They should be pleasantly surprised that someone is taking the time to ensure proper service, which can only result in better sales and bigger tips!

Focus on good habits and don't promote the bad ones. Sometimes waiters just don't know the proper things to say. Sometimes they truly don't know how to suggestive sell and, worse yet, they have no concept of excellent customer service! No one has ever taught them true customer service skills.

Many times we're dealing with a younger generation. They are intelligent, yet sometimes they lack direction. Those are the new people you want! You can be a part of their future successes! Offer them the tools to be the best salesperson for your company and, if they decide to move on some day, you have a proven formula for the people who take their places.

It all starts with you and the interview process. You know the law and what you can and can't say or ask. Know the law, understand your parameters within the laws and get on with business! Create a professional atmosphere from the moment applicants and customers encounter your establishment and you will quickly weed out those whose intentions are to just make a few easy dollars and get free food. Look for the salespeople with outgoing, positive personalities. They will reveal themselves when you ask the right questions.

One of the most important factors in the hiring process is whether or not you like the person you're interviewing. Consider that you're going to be working with this person sometimes side by side. I think it's safe to say you can think of this person as a partner in your business. After all, you're relying on your front-of-house staff to be the face of your business. What kind of face will it be?

Susie Ross founded Waiter Training. She holds a degree in Speech/Communications with an emphasis in Theatre, from Metropolitan State College of Denver and has made a successful career of selling and serving food and beverages. Her background in the restaurant business includes fast-paced, breakfast and lunch service and a more formal, evening and dinner atmosphere. Building confidence in both experienced and inexperienced staff has become her trademark. Susie believes servers must approach the table with confidence and an ability to sell the menu, irrespective of the type of restaurant. Ms. Ross can be contacted at 720-203-4615 or susan@waiter-training.com Extended Bio...

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