In the hospitality industry, making a hire not only impacts your bottom line, but the guest’s experience. Each decision an employee makes can affect a guest’s perception of your hotel and the entire brand.
How do you ensure that you can trust your employees with your guests at all times? By prioritizing the certain skills and qualities necessary for each specific job. So developing a consistent hiring process and customizing it to each unique position is critical for success.
In the hiring process, you should assess for basic job skills and those that are crucial in the hospitality industry.
Besides customizing your hiring process for each job, you need to differentiate between internal and external recruitment. In the hotel industry, both internal and external recruitment methods are used and if you are making good hires, current employees will be willing to take on new responsibilities for a higher position.
| Internal Recruitment | External Recruitment |
| Prequalify & Review | |
| View resumes and filter by responses to pre-screen questions. | |
| Personality and Cognitive Assessment | |
| Evaluate candidate assessment scores against assessment scores of your current top performers to identify the best matches. | |
| Internal Review | Phone Screen |
| A phone screen gives you the chance to ask high-level questions and expose some of the intangible qualities about the applicant. | |
| 1st Round Interview | |
| Schedule a face-to-face interview with the hiring manager to go over the specific role and responsibilities. | |
| Shadow Interview | 2nd Round Interview |
| Use an additional interview round with other team members (other managers or colleagues) to meet and evaluate the candidate. Your opinion matters but it is only a quick snapshot so increase your chances of finding a good hire by asking for those other opinions. | This in-person interview with the hiring manager can include a chance to go out into the field with a current technician to go over the specific role and responsibilities. A role-play or simulation out in the field can differentiate the candidates who have the necessary skills. |
| References | |
| Finalize the process with a step to confirm work history, performance, personality, and insight into whether they would rehire a candidate. The reference check is the only way to verify the information presented as facts on he resume and to assess past performance and work ethic. | |
