Hiring Service Winners... The Key to Success Presented by: Carol Rossi, CHRE Harrisburg Hotel Corpor

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Hiring Service Winners...The Key to
Success!Presented by Carol Rossi,
CHREHarrisburg Hotel Corporation Kendra
Ruhl, PHRHershey Entertainment Resorts Company

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Exciting scenarios from the wonderful world of
recruitment!
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Youve been phone interviewing for two days
now. Finally, youve found The One! The ideal
candidatephenomenal resume, energetic,
professional. She has all the experience you are
looking for, AND she can start right away! Life
is good!
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You enthusiastically invite her in for a
personal interview on Thursday at 3pm. You lean
back in your chair grinning from ear to ear! You
can go on vacation next month after all! You
just need to knock out the interview and you are
good to go!
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• Its Thursday at 245, your hostess informs you
  that your interview has arrived, of course shes
  early! You cant believe your luck! You bounce
  out of your chair, but remember that its
  probably not a good idea to RUN out to the floor
  to meet heryou dont want to appear that
  desperate!

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• You see her seated across the restaurantWow!
  Shes dressed like a million bucksgreat smile,
  this is going to be even better than you thought!
  You introduce yourself, as she stands up to
  shake your hand your eyes instantly focus on her
  blossoming belly, she is VERY pregnant.
  Uhhhhh.wheres HR when I need them!?! What
  do I do now? I cant afford to hire a pregnant
  person!!!!!

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Our next exciting scenario
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• You peruse an application forwarded by HR. Your
  company has just moved to an online application
  system, so each application must meet certain
  criteria in the job description BEFORE they even
  arrive on your deskcool concept!

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• You decide to invite one particular applicant to
  come in first for a personal interview. He looks
  better on paper then the rest. He should fit the
  bill without too much work, and training him will
  be a breeze!

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• As you wait for your interviewee to arrive, you
  give the application another quick glance. He
  has ten years of combined experience as a server
  AND a bartender! This apply online thing works
  well! What an easy hire! Knock, knock on your
  doorCome on in!

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• Your candidate is a handsome young lad of the new
  generation. I like to show people my creative
  side he says. He surely does! He has a
  creative tattoo on every exposed body part.
  Better yet, you cant see an area of his face
  that ISNT pierced!
• What now? If I DO interview him its a waste of
  time.Im not going to hire this guy my FB
  Director will have my head!
• If I DONT interview him Mr. Creative will
  probably sue me !_at_??_at_

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What do you SEE when you look at an
applicant?
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You should S E E these things!

• Smile
• Eye Contact
• Enthusiasm
• In voice tone
• In body posture
• In their overall demeanor

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If you SEE the right things..

• Arrange an interview
• Prepare in advance
• Once you invest the time in developing your
  behavioral questions one time it ends up saving
  you time in the future, AND
• It ensures that you hire using more than your gut!

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Behavioral Interviewing.not a deep psychological
probing

• Its simply the best way to gather solid
  information about the candidate.
• You design your interview questions to probe into
  a candidates past behavior on the job.
• Your questions are related to required skills and
  traits you are looking for in the ideal candidate

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Creating Your Questions

• Use your job descriptions to draw out the skills
  and traits needed for the job
• Ability to up sell
• Ability to handle difficult customer situations
• Ability to resolve conflicts
• Ability to organize and prioritize
• Etc, etc.
• NOWcreate your questions around those traits and
  skills needed

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For example

• Tell me about a time when you had to handle an
  angry guest and your manager was not available.
• Tell me about a time you had to work along side
  of someone you didnt necessarily click with
  due to personalities or maybe different work
  ethics.
• You get the drift!

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NextConducting the Interview

• Build rapport with the candidate
• Gather background job information
• Ask open ended Behavioral Interview questions
• Listen
• Allow silence
• Maintain control
• Gather Contrary Evidence

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What is contrary evidence?

• If you receive an answer that shows the person
  CAN handle the task or has that skill, ask them
  about a time when they WERENT able to perform
  that way
• If you receive an answer that shows the person
  CAN NOT handle the task or skill, ask them about
  a time when they WERE able to

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Evaluate interview

• Once the candidate has left, review your notes
• Compare the applicants answers to others you may
  have interviewed for the same position
• Make your hiring decision based on SOLID
  information, not just a GUT feeling!

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Other Tools

• Competency testing
• Personality testing
• Predictive indexes
• Many tools are available, depending on your
  resources, and the positions you are hiring for
• However, probably the most tried and true and
  economical is Behavioral Interviewing

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Contact Information

• Carol Rossi
• carolrossi_at_harristown.net
• Kendra Ruhl
• kruhl_at_hersheypa.com

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Enjoy Lunch!