Don't Guess, Select the Best
By Cindy Novotny, CHSE Managing Partner, Master Connection Associates | March 01, 2015
After spending 13 years with the Ritz-Carlton Learning Institute and the last 15 years working with the best hotel companies in the industry, I have learned the best lesson in business today. Inspect what you expect and don't hire the first warm body that comes through the door, even if they 'look' the part and talk a good game. Recruiting great talent takes a lot of time, will try your patience and bust your HR budget on professional recruiters, if you don't have a plan. The best hiring practice is to 'select' NOT 'hire.'
Think about the financial impact of hiring the wrong candidate. You waste an amazing amount of your time, others time within your organization and ultimately the time of your customers as the wrong hire will most often not represent your company as you desire. So, think about it, how much money do you waste on hiring the wrong candidate? The person that doesn't fit your culture and is out of sync from the moment they finish orientation. This all stems from a lack of a strategic selection process that focuses on the strengths of the prospective candidate and how they will grow in your company. In any industry a person has to 'love' their work if they are to constantly improve and exceed the expectations of your customers. In the hospitality industry this goes without saying. I am shocked at how many hotel employees 'don't like their job,' and complain about it all the time. They are also not shy about complaining to your guests and clients.
News Flash – Select people that like people and they will be fulfilled on the job and deliver results for you.
So how do you as a General Manager, CEO, VP of Operations or Sales find the best candidates? First start from within. Who on your team is stellar? Who on your team could help you find the next superstar? Create incentives for your existing star performers to find your next 'star.'
You also need help from outside. After my time consulting with The Ritz-Carlton Learning Institute our firm Master Connection Associates partnered with Leonardo Inghilleri, the past Vice President of HRD for The Ritz-Carlton Hotel Company. With Leonardo and a team of psychologists we created an on line tool that allowed us to screen 50,000 candidates to select 3,000 employee for a large hotel in Las Vegas. This type of tool (PSP – Performance Selection Process™) is an example of managing your hiring budget, saving time and finding people that had readiness-to-serve SM which measures 'capacity' to deliver superior service.
Many employees have a great track record, but how do you know if they can handle your level of customer (guest) satisfaction and be empowered to deliver solutions? PSP™'s Right Service Choices SM allow you to assess the candidates' ability to make the 'right decisions' about real service situations. There are many tools on the market and you should look into a selection tool that is right for you so that you will make smart choices and save money by not hiring the wrong person.
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