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 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.