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.
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.
- Another way to identify whether a candidate might be a customer service fit is to use prior hotel experience. Hiring managers can draw on actual guest experiences, perhaps by looking at complaint cards, to see how a candidate would have handled things differently.
- Ask the candidate if they had free range to implement anything that would enhance overall guest experience, what would it be.