Identifying Four Elements That Make An Amazing Hire

By Zoe Connolly Co-Founder & Managing Director, Hospitality Spotlight | August 02, 2015

As readers of HotelExecutive know, finding the right people to fill leadership roles in their company or facilities can provide a challenge. For hospitality companies that aren't using a recruiter to fill key roles, the following are four traits that can help hotel leaders identify the right people, along with suggested interview questions that might help to identify whether these traits are present in a candidate. After all, some people can ace an interview, but may not ultimately be a fit. Using the approach below should help you build a management team that functions efficiently, limits turnover, and most importantly, keeps guests coming back for more.

Customer Service

A dedication to customer service is an obvious place to start when looking for your next hire. Even at the top levels of an organization, dedication to the customer must come first, especially in the hospitality space.

When they were building their newest hotel in Chicago, Virgin hotels replaced all of the typical buttons of a phone (reservations, room service, etc) with one simple button, labeled 'Yes'. The same author who wrote the story about 'the yes button' also tells a great story about a local Inn that saved a couple's romantic getaway that highlights the way customers at hotels should be treated.

Identifying which candidates say they're dedicated to customer service, and those who really are dedicated to customer service can be a challenge. To separate the wheat from the chaff, hiring managers can incorporate a few specific insights into the interview process.

  • When asking a candidate to identify an experience where they provided customer service that went above and beyond, be certain to make sure the candidate knows or remembers the customer's names. Someone who really made a customer's day will likely remember that person's name (or some other characteristics). By asking for details about a story, a hiring manager can better identify people for whom customer service really matters.
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Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.