- Identify three mistakes management makes in hiring hospitality employees.
The management remains prone to making certain mistakes while hiring hospitality employees. These mistakes take a toll on the services and business of the institution in return. Thus, it becomes extremely necessary to identify the common mistakes which are made while hiring the employees. The management at times is left in a situation where it has lost employees. Then it hires the first warm body walking in. This is beyond doubt a great mistake. Also, education cannot be taken as the sole parameter for judging a potential employee. This does not indicate the career growth of the person. The management should avoid hiring people without doing background checks.
- What are the financial liabilities of incorrectly hiring?
When a hospitality institution hires a wrong employee, it has an adverse effect on the services to the client who actually provide with the money. Now, the client service having deteriorated, the institution would still have to bear the salary of the employee and would also run into loss. If a hotel hires an unfit manager, whose salary is 24 times of the base salary, then the loss of guests, employee turnover and incorrect managerial decisions will all result in a huge financial upset. Thus, the management needs to be very cautious while hiring the employees.
- What criteria should you use as a measure or gauge of the applicant's ability to do the job well? Where do you get this information?
The employees need to be observed properly by the management. They need to zero in on the ones who would go beyond the mark and excel in their work. Their skills, traits and special abilities need to be noted down by the employers. The management can now use this information to gauge the applicant’s ability to the job properly.
- Once you've analyzed the behaviors what do you do next?
After having comprehended the factors which the management needs to identify in the applicant, the management needs to survey the employees. Among other questions, the management needs to know what aspect of the job the employees take as rewarding to them. Further, it needs to be enquired what great service looks like to them. The management also needs to ask why the employees think their role is important to the organization. It needs to be known what must be in place to motivate them to excellence.
- What is an INTERVIEW GUIDE? What is in it?
The answers which are consistent after all the questions have been asked become the topics of query which would be used in the interviews. The observation of the existing employees, listing traits and skills, specific questions all add up to make the Interview Guide. The guide would have the questions for the applicants as well as the qualities which the employer is seeking. Thus, the interview can be conducted properly gauging the skills after comprehending the required criteria.
- What is a JOB PROFILE?
The management having observed the employee already can now go forward to create a job profile. The job profile has the list of the key behaviors which are shown by an employee. The ones which exceed the guest’s expectation are taken into account. It should be kept in mind that this is an important aspect of employee service.
- Where can you recruit from? Cite 3 sources.
It is a good idea to recruit the employees at the time of bad economy when many people are looking for jobs. This gives the employers greater options to hire the right people. The other effective way of employing is through internal recruitment. Employee referral would also ensure good recruitment as an excellent employee would only refer a person good enough.
- Who should conduct the interview?
It is not correct to assume that the managers know exactly how to take an interview. Actually, they need to be taught how to interview the applicants. The interviewer needs to listen to the applicants more than speak during the process of interview. Also, open ended questions need to be asked to the applicants. The person taking the interview should be able to look for patterns of behavior in regard to the job history of the person who has applied for the job.
- How important is the physical surrounding of the place where the interview is conducted? How does this relate to excellent service?
The physical surrounding of the place where the interview is held is very important as this makes the first impression on the potential employee. The applicant can gauge the standard of the institution and would comprehend the amount of effort he needs to put to live up to the expectation of the employers. The place of interview should be representative of the hotel or restaurant and the ambiance would speak about the requirement of excellent service.
- Give 3 things the interviewer should do during the interview.
The interviewer should indulge in reference checks during the interview. Creative questions would be helpful in getting the information that the interviewer is looking for. Also, the dates of employment should be checked along with the position held. A clever conversation and proper questions would get the work done for the interviewer. Thus, an interview can be perfectly conducted keeping in mind all these things.
- Why is conducting an interview properly so important as it relates to excellent service?
Taking the right person for the work is a long time investment for the institution and any shortcoming can bring in losses in the business. Hence, extensive research needs to be done by the management and the tools and the environment for the interview need to be determined properly prior to the interview of the applicants. It is through this screening process that one may get the correct employee who would provide the employer with excellent service.
Snow, Dennis, & Yanovitch, Teri. (2009). Unleashing Excellence. New Jersey: Wiley.Walker, J. (2007). NRAEF Manage First: Customer Service. New Jersey: Prentice Hall.