There are many things that can't be taught and when it comes to the hospitality industry, these are things that MUST be part of the interview process.
Molly Fletcher reminds us of the "10 Traits That Require Zero Talent":
1. Being on Time 2. Work Ethic 3. Effort 4. Body Language 5. Energy
6. Attitude 7. Passion 8. Being Coachable 9. Doing Extra 10. Being Prepared
I would add: quick to smile, confident, and someone who accepts responsibility for their actions.
When interviewing, think of these things and apply it to your business. What questions can you ask that let you know your candidate has these traits? It is important to remember that in an interview you as the interviewer need to keep an open mind. Consider the WAY they answer, not just "did they give me the right answer". What was their thought process, how did they come to the conclusion they did? This business requires employees that have common sense. How do we test for that??? That is how!
1. (Being on Time) Make sure you interview BY APPOINTMENT. Take the call, schedule the interview. Then schedule a second. Applicants are on their best behavior. If they are late to the interview, you can be sure they will be late for work.
2/3/9. (Work Ethic, Effort, Doing Extra) The hospitality industry takes in a lot of first timers. This is good and bad. You can train them to do things your way, but you have to teach them everything. That is why you need someone who CARES about the job they do. How can you find out if they will care about working for you? Consider lumping 2, 3 and 9 in your questions. "Tell me about a time when you went above and beyond." Or often when interviewing first time job applicants I ask "Tell me about when you did something at home or school that was more than your parents or teacher expected."
4/5/7. (Body Language, Energy, Passion) We know saying "Tell me about yourself" is probably the scariest question you can ask someone interviewing for a job. They want to please you and tell you what you want to hear. Don't do that. You need to get them to relax so they can open up and let you know who they really are. Make sure to look at their application and ask questions that will get your candidate talking about something they are passionate about. You want to bring out their happy side. Lets face it, interviews are scary. If they said they play the saxophone, ask questions about that. Try to get them to relax. As you ask questions, notice how they are holding themselves. Are they holding themselves in a confident stance? Do they look at you as though they are listening to what you are saying or do they look like they are formulating their next move? Are they getting into what they are talking to you about? Do they use their hands? Are their eyes lit up with excitement and energy? If not...you need to pass on this candidate!
6/8. (Attitude & Being Coachable)Attitude and accepting responsibility are one in the same for me. Is this person able to tell you about a mistake they made in the past? Of course candidates don't want to tell you something bad about themselves, but they can spin their shortcomings. Hey, in the restaurant, in the middle of service, you need a server who can say, "I put this order in wrong and the rest of the food is up, please fix it for me." We also need people who don't think they are above learning. This industry must change with the times and if you want your restaurant to last more than 3 years, you will be making changes continuously. A good restauranteur teaches daily. Make sure your employees are willing to listen and learn. Ask your candidate, "What was the last thing you learned at your previous job?" Or "Tell me something you learned that has stuck with you."
10. (Being Prepared) Is this candidate appropriately dressed? If you are interviewing for a lead chef position, did this candidate show up in a chef coat? If you are interviewing for a host position, is this person dressed the way your customers are? Your employees represent you. Did this applicant take the time to figure out what you and your restaurant/hotel are about?
Use these tips in your interviewing process and I assure you it will be worth it! Happy Hiring!!!